|Happy Customers (continued)
swiftly to correct the concern will also console the customer and imbibe them with a sense of loyalty as well. You
can be sure the customer will want to shop with you again because you handled his/her concern timely and
It's easy to get carried away with a petulant customer and brush them off completely, but that could be costly for
your business. Instead, take charge of the situation by being polite and listening intently to the customer's
concern. Taking this approach has a calming influence on the upset customer and more often than not, allows
them to see reason and leave knowing that they will return again to do business with you.
This is an important step with customers who are unhappy with your business for some reason, but aren't voicing
their concerns. Rather than losing them forever to your competitors, get them to fill out customer survey forms
and follow up with a phone call to as many of these customers as possible. Not only will this keep your customers
happy, but you will have discovered new ways of fine-tuning certain aspects of your business.
This may sound odd to many, but customers who complain are doing you a service by helping you improve your
business. The least any business should do is to thank them wholeheartedly. It may take these customers by
surprise, but a simple thank you can lighten the atmosphere and allow unhappy customers to have a change in
attitude and become your most loyal customers.
Customers who complain very often feel aggrieved that their complaints come to naught because no one is
listening. To tackle this situation, recap to the customer what you've just heard and then deliver an assessment
of how you're going to tackle the problem and inform him when it can be resolved. Many businesses are too
quick to respond with an "Ok, I'll fix that," without the reassurances the customer sorely needs.
I don't mean a physical space, though that could work in the most extreme of cases, but create an avenue for
them to vent their frustrations without getting in the way. Only when they've settled down, then approach them
with your questions to determine the cause of their problems. This works very well to get to the bottom of the
situation without getting embroiled in unnecessary confrontations.
Once a customer has filed a complaint, it's best to ensure that the particular complaint never arises again. The
best way to do this is to track complaints, unearth its root cause and make sure it's addressed once and for all.
Tracking complaints can usually identify a pattern, giving you vital information to potential problems and
addressing them before a customer can raise the issue. Let your customers know that you have such a system
in place and they'll appreciate the fact that you really care about catering to their happiness.
|Jim Bernardi has held such positions as; Dealer,
General Manager, Director of Operations, District
Operations Manager, Parts & Service Director, Service
Director, Service Manager, Service Advisor and is
President /CEO AutoPro Training Solutions, a National
Fixed Operations Training Company which guarantees
increased GP or their training fee is free.
|Whenever a customer complains, he/she is in fact handing you a lesson in
how to please others for add-on business. So, take advantage of this
opportunity with these seven customer service tips on how to handle complaints
and keep your customers happy.
|SUPERIOR DEALER SOLUTIONSsm