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.

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Yikes! They Saw Me !

Melon Slices Photo for 10:16:15 Blog

Caught Eating at the Cash Register

 

A colleague and I were between client appointments and decided to stop and buy a healthy take out meal from a fast casual restaurant.  While our orders were being prepared, we noticed that the cashier took what she probably thought was a discreet bite of food from a plate that she had under the cash register.  Since she was not ringing up a customer at the time, she probably thought that it would be okay to “sneak a bite or two”.

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