When something goes wrong for one of your customers, how do they get treated? Can we talk about that for a moment? I put it to you that your customers want their concerns taken seriously.
How do I know that? Because people want to be taken seriously.
Customers want to be taken seriously.
They want their concerns acknowledged and responded to.
So let's ask the difficult question: How does your business respond when you get customer complaints? Do you treat those who complain with respect and concern? Do you genuinely try to help them? - if you do, they will sense it.
Over the years, I've had my share of customer complaints about all sorts of things and I've learned that if I respond with courtesy and give them a little of my time (for example, in composing an email response) then many times they will turn right around and express their appreciation.
Try to answer a rude email with politeness, not arguing back or finger pointing.
Yes, I agree.
With some people in particular, that is mighty hard but often I get a pleasant response back from them.
And it's not unusual to get an apology from them.
Something like this, for example: 'I was having a lousy day then your system messed me around and I exploded.
Sorry.
' Or words to that effect.
Let me tell you, it's rewarding to get that kind of response back from a customer you've helped.
It's nice to finish up as friends again.
That gives me personal pleasure and a sense of achievement.
And customer service like that can't hurt the bottom line, either.
Because people want to be taken seriously.