I have a complaint!

I had a complaint this week. It was a big enough complaint that I contacted a friend of mine at the business and told him about my frustration.

His reacation was the best way to handle things.

1. He thanked me.
2. He told me what normally happens with such events.
3. He told me what he was going to do.

My question this week, do you handle complaints in such a manner?

Remember, hate is not the opposite of love. The opposite of love is indifference. So if people are complaining they must care. How you handle that complaint is vital to the future of your business. Be sure to thank them.

If they email you, make sure that you reply. (Email has no tone, be careful)

Let them talk. Let them have their say, take notes and then repeat back to them so you make sure that you haven't missed any of their concerns. It tells them that someone is listening.

Don't tell them what you can't do -- tell them what you can. If they ask you to do something that you can't do for whatever reason, don't say you can't do it. Instead, say here is what I can do.....

Make sure that you follow up with them.

Remember, if they care enough to complain, treat them with kindness and you can create a stronger customer then ever.

Good Luck!

Feed back!

Feedback is vital in dealing with customers. Here is a quick tip.

Create a relationship with a customer you can trust and who will be very direct and honest with you. When you have a new project, call them and get their input. Some things to consider.

1. You have to select the right customer - he/she has to be direct and open and understand that you have the final say.

2. Be open to what they are saying. You don't want someone to tell you what you want to hear.

3. Be sure and thank them for their time.

Think about it, great feedback could save you a lot of time and energy.

The tale of two businesses

This entry is short and simple. (The same has been said about me) Like most simple rules, it is easier to understand than to follow.

We went out for a quick motorcycle trip this weekend with some dear friends. Saturday afternoon, we stopped at a restaurant. We waited by the “please wait to be seated sign” for probably 45 seconds. The breaking point came when I made eye contact with an employee and he quickly looked away. At that time, I selected the table and asked him if this was okay for us to sit down. He asked a young woman and she answered in a frustrated tone, “I guess so” and something else that amused the young man but I could not hear.

That set the tone for a meal we didn’t like and an experience that we will never repeat.

On Sunday Morning, we ate breakfast at a restaurant that is open 6a – 2p. We walked into that restaurant and received a prompt good morning and welcome, you may sit here greeting. Breakfast was okay, but when we return, we will repeat that process.

One restaurant built future business and one destroyed it, just by how they took care of the customers. The first restaurant owner will probably blame their advertising and/or the economy. When in fact, the problem is how they treat their customers.

How are you treating your customers?

Do you listen or talk?

Has this ever happend to you? (Bold part is yours)

Welcome to hamburger world, may I take your order.
Yes, I would like a hamburger with onions and pick....
You want cheese on that?
No,
what did you want on the burger....
Onions and pickles with fr.....
Do you want fries
Yes....and a Di....
What kind of drink?
Diet.

This post is not about the drive through workers. It is about getting you to think about if you do the same thing to your clients. Sometimes, we are so busy "working" and "selling" we aren't listening. When we listen, they tell us what they need and want. When we know what they need and want, our job get's eaiser.

I don't care if you are in retail, direct sales, manage a team, or work in a drive thru, if we listen, our job becomes easier. This week, try listening more and talking less.

Have a good week.