Other Added - 7 Simple Steps to Help You Resolve Complaints and Delight Your Customers

Firstly, they are hurt. Because they are working very hard and really trying hard for their customers they feel hurt. Criticism is always difficult to accept no matter how positive you try to be. And the harder that you are working to please the customer, the deeper the criticism cuts.

Secondly, they try to prove that the customer is wrong. Probably every business in the world goes through this same sort of problem. And it would be easy to say that the customer is wrong, that the customer didn’t understand, or that the customer didn’t do what we told him or her.

So this is how I’ve helped the people in this business to approach these situations:-

1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.

Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.

2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t help us to improve our service. Complaints tell us how we could do it better.

3. If one person says it, then there may be ten others who are also suffering but don’t like to complain. So when resolving one customer’s problem, look to see if there are other customers who might also be affected. If you can solve things for them before they complain you earn huge loyalty.

4. Managing perceptions is all about letting the customers know what to expect.

Most situations can usually be presented in a very positive way that saves the customer from any future disappointment.

Accountants have a reputation for being very formal and maybe a bit stuffy. This firm realised that people might feel apprehensive about coming to see an accountant for the first time. So they advertised the fact that this was a friendly place to visit. They even went so far as to tell customers that they’d banned pin-stripe suits!

5. Sometimes the people in this accountancy business will say things like, “But I told the customer that they needed to put some money aside for their tax”, or “We did write and explain that this was going to happen”.

What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that communication is all about sending out messages – writing a letter, sending an email, leaving a message on the ansaphone. But this is not communication!

Communication only happens when the same message that is sent, is received and correctly understood. If customers do not understand the communication then the communication needs to be improved. And there are lots of ways of doing this.

Make sure that the communication is received and understood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.

If the customer doesn’t understand your communication, it can only be your fault.

6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.

Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously – this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.

Another Marketing Insensitive
Approximately two years ago I first wrote about “Marketing Insensitives.” At the time, I had received a call from a telemarketer offering me some “marketing insensitives” to purchase a product. Yes, she really said this! She was not being clever; she just couldn’t pronounce “incentive.”But, Marketing Insensitives do exist! They are the unfortunate, not-thought-through, ridiculous, dumb things that businesses do that drive customers away. Here is another:The potential customer makes a phone call…Ring, ring, ring…Automated Telephone Attendant: Thank you for calling Wonderful Widget Woer didn’t understand, or that the customer didn’t do what we told him or her.

So this is how I’ve helped the people in this business to approach these situations:-

1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.

Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.

2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t help us to improve our service. Complaints tell us how we could do it better.

3. If one person says it, then there may be ten others who are also suffering but don’t like to complain. So when resolving one customer’s problem, look to see if there are other customers who might also be affected. If you can solve things for them before they complain you earn huge loyalty.

4. Managing perceptions is all about letting the customers know what to expect.

Most situations can usually be presented in a very positive way that saves the customer from any future disappointment.

Accountants have a reputation for being very formal and maybe a bit stuffy. This firm realised that people might feel apprehensive about coming to see an accountant for the first time. So they advertised the fact that this was a friendly place to visit. They even went so far as to tell customers that they’d banned pin-stripe suits!

5. Sometimes the people in this accountancy business will say things like, “But I told the customer that they needed to put some money aside for their tax”, or “We did write and explain that this was going to happen”.

What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that communication is all about sending out messages – writing a letter, sending an email, leaving a message on the ansaphone. But this is not communication!

Communication only happens when the same message that is sent, is received and correctly understood. If customers do not understand the communication then the communication needs to be improved. And there are lots of ways of doing this.

Make sure that the communication is received and understood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.

If the customer doesn’t understand your communication, it can only be your fault.

6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.

Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously – this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.

How a Live Answering Service will do Wonders for Your Website
Running a home business can be one of the most rewarding experiences of ones life. In my case, doing so has allowed me to be my own boss, spend more time with my family, and gain real financial independence. When I look at how much my business has grown over the past few years, I am filled with an immense sense of achievement and satisfaction, which are things I never felt while working 9-5 for someone else.Nevertheless, having my own business is not without its challenges. I quite often have to deal with problems that hardly ever crop up in larger companies. Even something seemingly as basic as making do it better.

3. If one person says it, then there may be ten others who are also suffering but don’t like to complain. So when resolving one customer’s problem, look to see if there are other customers who might also be affected. If you can solve things for them before they complain you earn huge loyalty.

4. Managing perceptions is all about letting the customers know what to expect.

Most situations can usually be presented in a very positive way that saves the customer from any future disappointment.

Accountants have a reputation for being very formal and maybe a bit stuffy. This firm realised that people might feel apprehensive about coming to see an accountant for the first time. So they advertised the fact that this was a friendly place to visit. They even went so far as to tell customers that they’d banned pin-stripe suits!

5. Sometimes the people in this accountancy business will say things like, “But I told the customer that they needed to put some money aside for their tax”, or “We did write and explain that this was going to happen”.

What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that communication is all about sending out messages – writing a letter, sending an email, leaving a message on the ansaphone. But this is not communication!

Communication only happens when the same message that is sent, is received and correctly understood. If customers do not understand the communication then the communication needs to be improved. And there are lots of ways of doing this.

Make sure that the communication is received and understood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.

If the customer doesn’t understand your communication, it can only be your fault.

6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.

Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously – this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.

Getting the Most from Your Graphic Designer
A well-designed document is an effective document. It gets your message across to your intended audience—whether your aim is to give information, sell a widget, or help someone grasp a concept.I have graphic design software on my computer, and I think I have a pretty good eye. Why do I need a graphic designer? Strictly speaking, you don’t—any more than you need a hairstylist, a mechanic, or a lawyer. You could cut your own hair, fix your own car, and represent yourself in court. Most of us, though, recognize that we can’t be experts at everything, and that an amateur job will generally look…well, amanned pin-stripe suits!

5. Sometimes the people in this accountancy business will say things like, “But I told the customer that they needed to put some money aside for their tax”, or “We did write and explain that this was going to happen”.

What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that communication is all about sending out messages – writing a letter, sending an email, leaving a message on the ansaphone. But this is not communication!

Communication only happens when the same message that is sent, is received and correctly understood. If customers do not understand the communication then the communication needs to be improved. And there are lots of ways of doing this.

Make sure that the communication is received and understood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.

If the customer doesn’t understand your communication, it can only be your fault.

6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.

Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously – this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.

Get Well Corporate Gift Baskets
The modern corporate world is fast becoming integrated with the social aspects of a person's professional life, and this trend can no longer be ignored. At a time when networking abilities are touted as critical to rising in a career, it is important to reflect social niceties such as sending get-well gifts to ones colleague, boss or junior, when they are unwell.Selecting the right gift is always a challenge especially in a professional context, as it reflects a lot about the person or organization presenting it. Gifts are very often used as image builders and hence, care should be taken when picking thderstood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.

If the customer doesn’t understand your communication, it can only be your fault.

6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.

Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously – this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.

Having a complaints system is a great way of demonstrating to customers that their complaints are important. A special form is really helpful to everyone.

Thank them for taking the trouble to let you know. Let them know what you intend to do. And follow through on your promise. Try to report back to the customer even if it’s not absolutely necessary. A customer will really appreciate the fact that you have done something.

7. Dazzle and delight your customer. Use this as an opportunity to really make a really lasting impression. Most customers are much more loyal if they’ve had a complaint resolved to their satisfaction than they ever were before the problem arose.

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