How to Turn Irate Customers Into Raving Fans

On May 2, 2018   /   Customer Service, Effective Communication, Follow Up on Customer Complaints, How to Increase Customer Loyalty, Innovative Problem Resolutions   /   Leave a comment
How to Turn Irate Customers Into Raving Fans

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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:

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Outrageously, Amazing Service

On April 4, 2018   /   Customer Service, How to Increase Customer Loyalty, Increasing Profits   /   Leave a comment
Outrageously, Amazing Service

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Picture it…Your new advertising campaign was a major success and now scores of new prospects are flocking to your website, many more are calling on the phone and visiting your brick and mortar store.  What happens now?  How were they greeted when they landed on your website or walked into your store?  Could they navigate your site with ease? What happened when they exited your brick-and-mortar store/website?  Is your team feeling overwhelmed by the new found success or did you have a plan in place?

Providing outrageously, amazing service is all about creating a process and establishing mutually beneficial long-lasting relationships.  It is not uncommon for some businesses to have clients that are far reaching generational relationships because of an initial foundation that was built on trust, competency, and exceptional service.

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Value Customer Service – It’s the Heartbeat of the Company

On March 28, 2018   /   Customer Service, How to Increase Customer Loyalty, Leadership, Providing Exceptional Customer Experiences   /   Leave a comment
Value Customer Service – It’s the Heartbeat of the Company

Photo Provided by Pixaby

Adapting to seemingly ever-changing client whims is no different from adapting to life challenges in general.  Successful business owners accept inevitable changes—they quickly adapt and, when necessary, re-evaluate their brand, product, service, strengths, weaknesses, threats, and opportunities.  Adjustments are a fact of life and a certainty in business.

Sharing a few thoughts:

– Know your industry better that anyone.  It’s up to you to manage customers’ expectations.  In other words, it’s your job to showcase the company’s value proposition and to make it so memorable that consumers will know exactly what your business offers and how it is different from the competition.  In the busy online and brick-and-mortar marketplace, make sure your business has a trait that is worth remembering, pursuing, and buying.

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