It’s the same problem, and I hear it over and over from small business owners. Quite honestly, I’m very worried for those of you struggling with this.
You open your email to find an angry, nasty note from a client. Or you pick up the phone, and you hear yelling on the other end. If you have customers, then you’ve experienced an angry one at least a time or two. If you haven’t yet, it’s bound to happen sometime. I’m not trying to be negative here. No matter how much emphasis you place on providing a great customer experience, mistakes and misunderstandings happen, and sometimes, those situations lead to angry customers!
How you deal with a customer service issue can make or break your company. You can work hard to build a positive brand image, but mishandle a customer problem, and it can all go down the tubes very quickly. Most businesses rely heavily on word of mouth. In today’s age of social media, word of mouth can spread like wildfire. Bad word of mouth, even faster.
Ever had a customer who drove you crazy? You may want to fire that customer. Yes, you read that right. Sometimes, you are better off letting a customer go, rather than dealing with on-going complaints.
We all know that customer surveys are an important and useful tool. They help assure that we are offering a good product or service. They reveal areas for improvement in our business.