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Sales Truth: Head Off Customer Complaints

Published

9 years ago

on

Customer complaints can permanently damage your business and reputation.

WHY IT IS TRUE: According to advertising guru Roy Williams, on average of 25 customers won’t complain for every one who will. Each of these 25 unhappy customers will tell an average of 16 other people about their bad experience with your store. They are some big numbers.

PLAN OF ACTION: NWhen people complain, don’t become defensive. You need to communicate with an attitude that indicates you clearly want to resolve the problem. Here are three questions you can ask to bail you out every time:

1. “What has happened?” Ask this question calmly and with genuine concern.

2. “What should have happened?” You must clearly understand the customer’s expectations before you can attempt to correct the problem.

3. “What can I do to make it right?” This will calm even the angriest customer. — D A V I D    W .    R I C H A R D S O N

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Wilkerson Testimonials

Wilkerson: “They Feel Like Family”

Newton’s Jewelers in Fort Smith, Ark., was a true institution. But after being at the helm for most of his life, owner (and descendent of the original founder) Kelly Newton decided it was time to retire. He chose Wilkerson to handle the sale. “I’ve known the owners of Wilkerson for a long, long time. I felt at home with them,” he says. The final retirement sale was just a “blast” and the Wilkerson sales team made it so very simple and straightforward, says Newton. Would he recommend Wilkerson to others? Absolutely. “They’ve done incredible work,” says Newton. “They feel like family.”

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Dave Richardson

Sales Truth: Head Off Customer Complaints

Published

9 years ago

on

Customer complaints can permanently damage your business and reputation.

WHY IT IS TRUE: According to advertising guru Roy Williams, on average of 25 customers won’t complain for every one who will. Each of these 25 unhappy customers will tell an average of 16 other people about their bad experience with your store. They are some big numbers.

PLAN OF ACTION: NWhen people complain, don’t become defensive. You need to communicate with an attitude that indicates you clearly want to resolve the problem. Here are three questions you can ask to bail you out every time:

1. “What has happened?” Ask this question calmly and with genuine concern.

2. “What should have happened?” You must clearly understand the customer’s expectations before you can attempt to correct the problem.

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3. “What can I do to make it right?” This will calm even the angriest customer. — D A V I D    W .    R I C H A R D S O N

Related Topics:

click to Comment(Comment)
Advertisement

SPONSORED VIDEO

Wilkerson Testimonials

Wilkerson: “They Feel Like Family”

Newton’s Jewelers in Fort Smith, Ark., was a true institution. But after being at the helm for most of his life, owner (and descendent of the original founder) Kelly Newton decided it was time to retire. He chose Wilkerson to handle the sale. “I’ve known the owners of Wilkerson for a long, long time. I felt at home with them,” he says. The final retirement sale was just a “blast” and the Wilkerson sales team made it so very simple and straightforward, says Newton. Would he recommend Wilkerson to others? Absolutely. “They’ve done incredible work,” says Newton. “They feel like family.”

Promoted Headlines

Most Popular