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Upon returning from a business trip, a hotel employee who participated in one of my workshops, walked up to me and exclaimed, “It worked !!”. Not being completely sure what he meant, I asked. He told me that he successfully applied the techniques that he learned about turning furious customers into raving fans.
I was happy that he courageously used the knowledge he gleaned from my training session and joined him in the celebration. Something as simple as acknowledging the problem and taking ownership can quell a potentially volatile situation.
Large and small businesses share this problem. In many cases, not enough money is budgeted to train how to successfully solve “outraged customer” complaints. That said, organizations, especially small businesses, experience stunted growth or actually go out of business due to customer attrition and the loss of key employees.
Take charge of the situation by:
Turning angry customers into raving fans is a decision that only you and your company can make. Will it require a lot of time? Yes. Will it cost a bit more to create, implement, and maintain a plan of action? Yes, but keep in mind that the expense to your organization to acquire new customers to replace the ones you lost (plus the key employees) is a lot more.
Make it a great day and remain exceptional !