Unhappy customers can sit at their computer and in 10 minutes, make your life miserable for years.
Social media, BBB complaints, Dept of Consumer Protection – your record can be indellibly altered for the worse in minutes – and prospects will see this stuff forever; and may never tell you why they did not hire you.
You’re going to have to make customers happy anyway – why wait until they are really upset? At any hint – jump on it! Once they go to their keyboard, it’s too late, the damage is done.
Tell your people and empower them to act.
Ask yourself why would a customer even think to sit and write a negative review then fix it before they even have it in their head. The process needs to be seamless from the first contact to the last person they encounter from your company. If the process is correct and the correct people are onboard with that process the customer shall always be happy. They take time out of their busy day and make the effort and write a positive review. Something happens during the process that would be negative. I wondering what that something or somebody (cancer) is.
Personal Responsibility – every employee should have ownership for his or her journey! GO the EXTRA MILE! ☺
So very true. If a complaint starts its always best to jump on it and offer compassion or defend your action on it. Never let it fester … Those people could become your best advocate for advertising and in other cases just a silent voice because of your quick actions .
I worked for a software company and we would survey our customers. I had the pleasure of reading all the surveys. The unhappy customer survey’s I would forward to the project manager and make sure it is escalated and hopefully resolved. We called those accounts “red” and “yellow” accounts. The happy customer surveys we would follow-up with them and ask if they would be a reference for us, an advocate. They would often say yes and ultimately would help us close millions of dollars in software license deals down the road. Those were “green” accounts. In show of appreciation for their help with reference calls and customer site visits, we would offer them free registrations to our annual users conference. They could also redeem “points” for free training or consulting. Customers love earning points and consequently will advocate even more for you.