We’ve all seen it – the new hire who doesn’t even bother show up for the first day on the job, or the temp who doesn’t come back for the second day of work. Usually they’re young, and they haven’t quite figured out how things really work, but still, you want to say, “Look, kid, if you want to get anywhere at all in life, you’re going to have to learn to stick with what you’re doing. Walking away halfway through the job is just going to get you nowhere!”
It’s an important lesson, and it’s one that we could all use a refresher course in from time to time – particularly when it comes to those unpleasant little tasks that nobody really wants to tackle. Like dealing with unhappy customers.
It’s only human nature – we’d rather spend our time with people who like us, and in business, it just makes sense to give most of your attention to the people who want to do business with you. But knowing how to retain a customer is also a very important part of business, and in order to do that, you need to make sure that everyone from top to bottom in your organization sticks with customer service best practices – which means tackling those nobody-wants-to-deal-with-them unhappy customer problems, and following through until they are resolved.
Unhappy customers whose problems are resolved can become your most loyal customers. And unhappy customers whose problems are not resolved can also become very loyal customers – for your competitors.
Customer service satisfaction surveys conducted by professional survey-takers such as those at Compechek are an excellent way to uncover hidden customer dissatisfaction – those customers who are unhappy with your business, but don’t even want to talk about it. Compechek survey taker are trained to draw customers out and encourage them to talk about their experiences (good and bad) with your business; they will even make a special note if they suspect that a customer is unhappy about something, but unwilling to talk about it.
But it would be all too easy to file away those unhappy customer reports, and tell yourself that you’ll take care of them after finishing a few higher-priority tasks, like cleaning the oven hoods, or dealing with all of the broken and damaged stock in the warehouse.
Wouldn’t it be nice if there was an automatic way of making sure that the people in your organization who are supposed to be responsible for resolving customer problems did take care of them promptly and effectively?
Compechek’s ASK-LISTEN-RETAIN system includes a built-in way of taking care of that for you – more in the next post.
If you would like to know more about how the ASK LISTEN RETAIN System or how it can help create customer retention and loyalty, please contact us.