Research indicates that the majority of dissatisfied customers dont bother to complain. They simply vote with their wallets and go elsewhere. So when a customer DOES complain, its a golden opportunity to make a positive impression and keep a customer for life. A customer who complains still wants to do business with you, if you can make things right. This is the time to thank him or her for giving you the chance to make things right and assure them that you want to do everything you can to make them happy again. Can you imagine how a complainer feels when they open a Thank You card from a representative of a company they just ripped to shreads? That one simple card could make the difference as to whether that customer remains a lifetime customer or not. And a lifetime customer could mean thousands of dollars in sales. In todays fast-paced, hectic world, old-time courtesies like saying Thank You or We Apologize can really make you and your company stand out from the competition. The little things are what sets you apart. Its the little things that make people remember you and your company. And it takes so little time but the rewards are huge. Start turning complaints into opportunities to build customer loyalty. |
