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Casual Articles - Turning Customer Complaints Into Customer Referrals
When you respond to a customer complaint, what do you hope will happen next? In many cases, the answer is ‘nothing’.But when you reply and the result is silence, have you genuinely resolved the issue? Is your customer truly satisfied? Or have they simply gone quiet, and maybe gone away?If you’re making a sincere effort to respond to customer complaints, then make sure you also track complaining customers until you are absolutely sure they have come back.If you run a restaurant, make sure they come back for dinner. If you work in travel, be sure they come back on board. If you’re in a bank, check they’re still using their credit cards. If not, your recovery effort remains incomplete.My friend Steven Howard puts it this way:
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If
Copywriting is a manner of promoting products, services, ideas or even personalities to the public through the use of words. A good copy has a textual style and content that can effectively sway people's opinions about the object that the copy is intended for. You might not realize the fact that professional copywriting has been around for a long time influencing how society thinks and affecting human lives in more ways than one.For business entities, professional copywriting is indispensable because it is the cornerstone of brand building. Remember that unforgettable tagline your telephone company has printed right under its logo? It is a good bet that those words are a product of some professional copywriter's imagination. Copywriting also pr
They won’t return if you handle the situation badly. However, some of your most vociferous complainers could become your most loyal customers, because you handled the situation well and treated them with respect.
This means recognising some essential traits:
• Customers want to be respected
• They want attention
• They want to be appreciated and recognised
• Most of all they want to be understood
Losing Customers:
Why do businesses lose customers?
A survey with which you may be familiar, asked customers why they changed supplier/vendor.
Here are the results:
• Developed a good relationship with another supplier 5%
• Less expensive products elsewhere 9%
• Unhappy with service/product 18%
• Because of the poor attitude of the supplier 68%
Your Customers Are The Lifeblood Of Your Business:
It is never easy to win new business, which is why we should nurture existing customers and try to minimise problems and inconvenience.
It’s a good idea to:
• Make regularly visits or calls – spotting trouble early on can help prevent it
• Reply to calls/queries as soon as possible
• Talk to your customers – find out about them
• Keep them well informed
• Conduct regular reviews of your performance - see your service through their eyes
Ensure that the lifeblood keeps flowing through the veins of your business.
Solving Problems:
Suppose they are difficult.
Few people are truly difficult. In any case it is important to make a distinction between difficult people and difficult behaviour, which is often a result of non co-operation on your part.
• Focus on the problem (challenge?) not on them
• Show interest – bring out their likeable side
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If w
Rejection is just a short term set back. You are only being rejected for one job, not for every future possibility. We need to pick ourselves up and apply for the next job.Be prepared. It's easy to send off a standard CV without really considering how well you match up to the job. This is a great way to get rejected! Better to take the time to research a job properly and carefully target your application.Are you aiming too high? If you are not getting interviews when you are applying for jobs as a marketing manager, senior sales manager etc, it could be that you are aiming too high. Maybe you need to apply for jobs that you are qualified to do.Accept responsibility f
Here are the results:
• Developed a good relationship with another supplier 5%
• Less expensive products elsewhere 9%
• Unhappy with service/product 18%
• Because of the poor attitude of the supplier 68%
Your Customers Are The Lifeblood Of Your Business:
It is never easy to win new business, which is why we should nurture existing customers and try to minimise problems and inconvenience.
It’s a good idea to:
• Make regularly visits or calls – spotting trouble early on can help prevent it
• Reply to calls/queries as soon as possible
• Talk to your customers – find out about them
• Keep them well informed
• Conduct regular reviews of your performance - see your service through their eyes
Ensure that the lifeblood keeps flowing through the veins of your business.
Solving Problems:
Suppose they are difficult.
Few people are truly difficult. In any case it is important to make a distinction between difficult people and difficult behaviour, which is often a result of non co-operation on your part.
• Focus on the problem (challenge?) not on them
• Show interest – bring out their likeable side
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If
The FA0 record for medical billing was pretty long to say the least. Well, the F series records are not quite done. The FB0 record, even though it is separate from the FA0 record, is still considered line item detail for the claim and must be transmitted if it is required by the payer. In this installment we will begin our review of the FB0 record.FB0 field 1, positions 1 - 3, is the record type. This must be filled with FB0. It should also be noted that the FB0 record must come right after the FA0 record for that particular line item. In other words, if there are say five FA0 records and five FB0 records, the sequence of records must be FA0, FB0, FA0, FB0 and so on. If the records are out of sequence, the claim will be denied.FB0
• Reply to calls/queries as soon as possible
• Talk to your customers – find out about them
• Keep them well informed
• Conduct regular reviews of your performance - see your service through their eyes
Ensure that the lifeblood keeps flowing through the veins of your business.
Solving Problems:
Suppose they are difficult.
Few people are truly difficult. In any case it is important to make a distinction between difficult people and difficult behaviour, which is often a result of non co-operation on your part.
• Focus on the problem (challenge?) not on them
• Show interest – bring out their likeable side
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If
Financial Advisors come from varied backgrounds, wear different hats and offer vastly different services. So, that begs the question, “What makes an advisor from Merrill Lynch, or UBS, or MetLife, or another firm, big or small, different from any other?”That's a great question – one I get asked all the time. But, the question I often sense lurking well below the surface is one far more rarely asked, if ever. That question is, ... “Who is the right advisor for me and my family?”Slick slogans and fancy websites aside, one thing is sure. It's way harder than ever before to determine who's who in the financial industry and answer that question.Just a few short years ago there were clear differences between financial service firms, the
• Put yourself in their shoes – remember empathy?
• Be personal – use their name if that’s what they would like
• Appeal to their better nature. ‘As a parent of small children you…’
• Cultivate their goodwill
Saying Thank You:
Let your customers know you appreciate them. Find little ways to thank them for their custom, especially when they are not expecting it. This is a great way to attract compliments, especially after sorting out a difficult problem.
• A simple but sincere thank you card – personalised
• Gift vouchers
• Cards at Christmas or other appropriate festivals – Diwali, Hanukah, Eid
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If
Motor vehicle crashes cost US employers over $60 billion annually in medical costs, legal expenditure, property damage, and lost productivity. While costs by state and Industry vary, on-the-job crash injuries (fatal and non-fatal) amount to about 6.5 percent of all crash injuries. As a result, the cost of workers’ compensation, Social Security benefits, health and disability insurance continues to rise. An investment in a comprehensive motor vehicle accident prevention program can be a winning approach to reducing these expenses and an effective tool for helping limit your company's liability exposure.Consider the Savings According to the National Highway Traffic Safety Administration’s report entitled “The Economic Burden of Traffi
• VIP days for special events, launches, dinners
• Social gatherings for key clients
Loyalty cards are very popular now with many organisations. Discounts, bonus points, free samples, all help to make your business stand out.
Compliments & Comments:
Why do we find it difficult to accept compliments?
Is it because:-
• We don’t have enough faith or pride in our product?
• We think it’s probably a back-handed complaint?
• We don’t trust people?
• We don’t know how to react? (How about thank you?!)
Compliments tell us what we are doing right and give a boost to our morale. If we allow it, they bring us pleasure.
Some customers just mutter a comment because that’s how they are. They don’t really want you to take them up on it. (It’s a good idea though to take note of what they say and if appropriate ask, ‘Is everything okay?’)
Relationship Marketing:
Relationship marketing is no longer a new buzz word and obviously it’s here to stay. It’s all about looking at your customers and your relationship with them in a new light. Rather than develop a product or service and market it to the customers, relationship marketeers think about what the customers want and adapt their product development strategy accordingly.
It’s about customisation to meet the needs of the individual. Relationship marketing is based on getting feedback and using it to develop and improve your service. Earlier it was suggested that companies make it as easy as possible for customers to complain. In relationship marketing, feedback is sought before a complaint occurs. This helps to:
• Identify potential problem areas before the customer does
• Customise
For many companies it has become practice to encourage customers to provide such information via the website. You need good quality of information if you are to have a two-way relationship with your customer
Customer Expectations:
Have customers changed? – In a word - Yes!
• They are more demanding
• Have higher expectations
• Have a more pressurised lifestyle
• Want everything but don’t necessarily want to pay for it
• Are less tolerant
• Want more for their money, time and effort
• Are much more aware of their rights – influenced by consumer rights programmes
• Are driven by customer service issues in their own workplace
• Are more likely to seek recommendation from friends and colleagues than rely on advertising
• Are driven by new technology – particularly the internet
BUT – the key to supplier differentiation lies within these increased expectations, since customers now value closer links with efficient, competent suppliers who are willing to act as long term allies.
And Finally:
Some key lessons on keeping abreast of customer needs and minimising complaints:
• Use as much of the available technology as possible – make it work for the customer
• Focus on customers as individuals
• Listen and act on what they say
• Increase the value of each customer – especially in the long term
• Welcome complaints – always, always, welcome complaints.
Copyright © 2006 Jonathan Farrington. All rights reserve
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