Precisely the Customer Service Buzz For your Business?
If you’re a regular viewer of my column you realize that my number one family pet peeve is bad customer care. Nothing chaps my bottom more than paying hard-earned funds for a product or service only to have a provider of said products or services become apathetic, obnoxious or perhaps downright rude after the transactional smoke has cleared.
The particular bottom line, my entrepreneurial good friend, is this: it doesn’t matter if your system is fast food, slow food, retail store goods, computers, lawn mowers, books, real estate or motor vehicles if a customer is offering you good money in trade for your product or service that consumers deserve to be treated with honour and respect, before and after someone buys. Period. I’m constantly impressed by how many business owners and the frontline employees who represent these individuals seem to forget this fact.
It’s like the old telling about getting a little admiration in the morning. If you court my family before the sale, you’d considerably better respect me afterwards. Even if you have my money in your personal pocket and I have your personal product in my hand, it doesn’t mean that my needs have already been fully satisfied or that will my expectations have halted exist. , on the contrary, our relationship is just getting started. Is actually up to you how well you will get along and how long we will last.
Here’s the point: customer care should not stop after the sale. In fact, customer support AFTER the selling can have a greater impact on the particular success of your business as compared to customer support before the sale.
Nothing at all generates negative buzz with regards to a business like bad customer care, and nothing will drive toenails in a business’ coffin more quickly. News of bad customer care travels like lightning and also spreads like wildfire. Consider back to the last time that you were on the receiving end regarding bad customer service. I’d end up being willing to bet that you right away went out into the world and also told everyone you achieved about the experience. You probably in addition warned them to “never sell to those &^%$ or you’ll receive treated the same! ”
For a business person, it should be your assignment to make every customer a new repeat customer, and one of the best ways to do that is by delivering remarkable customer service every time that purchaser comes through your door. Superior support services lead to increased customer satisfaction, day-to-day life to repeat business, day to day life to customer loyalty. It is usually much cheaper to keep a customer as compared to obtaining a new one.
Often the fast food industry is especially at risk of customer service problems. This is owing in large part to the fact that every financial transaction is a face-to-face sale along with the average fast-food worker is often a disgruntled teenager who would relatively be lying on bed furniture of nails than standing up behind a fast-food table schlepping fries.
However, which always has to be the case. This may not be meant as an ad regarding Chic Filet or as a slam at Taco Bells, but the difference in customer care between these two fast-food titans is astounding.
I used to recurrent both establishments (fast meals is my crack), so this will be the voice of experience communicating. Behind the counter on the local Chic Filet usually are young people who seem sincerely happy to be of service. They are really clean-cut and professional and polite. They don’t wear their snowboarding caps sideways or have whatever visibly pierced. They took my family in the eye, they look like there is no place on the planet they would rather be, and in addition, they asked for my order in clear, concise English. Many people thank me profusely, in addition, invite me to come all over again. Excellent customer service after the great deals.
Inversely, a recent trip to your Taco Bell was almost completed on an episode of Police officer because the young lady behind the particular counter grew angry after I politely pointed out that my nachos were stale and called for a fresh bag (pet peeve #132: stale nachos). Skip Mary Sunshine snatched the particular offending nachos from our hand and slam dunked them in a trash can, and then tossed a replacement bag (which was also stale) on the table in front of me. She and then gave me a look that plainly said that if I had further complaints she’d be happy to carry me outside to discuss these in detail. I like nachos, although not so much that I would risk having my behind kicked by the disgruntled teenage girl using a sideways Taco Bells cap. Not-so-excellent customer service once the sale.
Now, which bistro do you think I will go to when I feel the need to feed my very own fast food monkey? And which will restaurant do you think I readily recommend to my friends? This understands the importance of good customer service before the sale, of course.
The most awful customer service experience I’ve ever possessed involved the purchase of an automobile at a local used carton. I purchased the made-use Ford Expedition on a Monday evening and when problems came into being with the vehicle over Saturday and Sunday, I went back to the dealer on Monday morning to talk to the sales manager.
For anybody, the sales manager (who acted like my best friend on Friday) was not thrilled to view me on Monday. To produce a very long story short, after I pointed out that he wasn’t getting very helpful after the sale he or she came around the desk screaming at the top of his lungs and also waving his hands in my face. By the time the receptionist managed to calm him lower, the sales manager choose to go so far as to call me “a retarded idiot” (which may be considered redundant) and have had instructed me to do one thing with the vehicle trust is anatomically impossible. It turned out an Expedition, I’m a little big guy. Use your imagination.
However, the dealership owner later apologized and offered to take care of any risk I had, the damage to his / her business had already been performed. The bad buzz machine commenced the second I left his / her lot.
Do you think I instructed everyone I met in relation to my experience with that car lot? You bet your stale nachos I did. Do you think I will ever previously buy another car from this dealership? Not in your lifetime. Do you think anyone I’ve explained to you about the experience will obtain a car from that dealership? Not really. Do you think the owner and income manager learned anything from the experience? We can only desire.