Harteis Editor's pick of the week:
Zig's Strategies for Success!
"You were born to win, but to be a winner you must plan to win, prepare to win, and expect to win." – Zig Ziglar
"You were born to win, but to be a winner you must plan to win, prepare to win, and expect to win." – Zig Ziglar
How do you know when customers are dissatisfied? When they complain! However, since most unhappy customers won't complain (to you), you need to ask them if they're satisfied with your product or service, or your business overall. Most businesses do not make it easy or convenient for angry customers to complain. That's because the businesses doesn't want to invite confrontations. Get over it! Invite your customers to give you feedback, even if it's negative. Ask them to grade you on your performance. Give them the opportunity to provide comments in writing, or via voice mail.
Here's a simple idea. Create a Report Card for your business and ask your customers to give you letter grades for quality, courtesy, timeliness, reliability, etc. Give the Report Card to every customer. Don't wait for them to pick up a copy, give it to them. If you can't give it to every customer, give it to 30 or so customers every week, randomly. Be pro-active. Ask your customers to help you improve your business by grading you and providing their comments.
Welcome the complaining customer! If you do, you can reduce the overall number of complaints and the negative impact that occurs when dissatisfied customers complain to everyone but you.
Here's a simple idea. Create a Report Card for your business and ask your customers to give you letter grades for quality, courtesy, timeliness, reliability, etc. Give the Report Card to every customer. Don't wait for them to pick up a copy, give it to them. If you can't give it to every customer, give it to 30 or so customers every week, randomly. Be pro-active. Ask your customers to help you improve your business by grading you and providing their comments.
Welcome the complaining customer! If you do, you can reduce the overall number of complaints and the negative impact that occurs when dissatisfied customers complain to everyone but you.
Source: The Masters
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