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Sales Truth: Head Off Customer Complaints

Published

10 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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Looking for a Seamless Sale? Call Wilkerson

After almost 60 years in business, Breakiron Jewelers in Erie, Pennsylvania, was closing its doors. And the store’s owner, Linda Breakiron, was ready for it. She had run the store as its sole owner since the beginning of the millennium and was looking forward to a change. Of course, she called Wilkerson. Breakiron talked to other jewelers who had used Wilkerson and was satisfied with their response. “They always had positive feedback,” she recalls. With the sales, marketing and even additional inventory that Wilkerson provided, Breakiron insists she could never have accomplished her going-out-of-business sale without Wilkerson’s help. She’s now ready for the journey ahead, but looking back, she’d be sure to recommend Wilkerson. “They just made the whole process very seamless.”

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Dave Richardson

Sales Truth: Head Off Customer Complaints

Published

10 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

Looking for a Seamless Sale? Call Wilkerson

After almost 60 years in business, Breakiron Jewelers in Erie, Pennsylvania, was closing its doors. And the store’s owner, Linda Breakiron, was ready for it. She had run the store as its sole owner since the beginning of the millennium and was looking forward to a change. Of course, she called Wilkerson. Breakiron talked to other jewelers who had used Wilkerson and was satisfied with their response. “They always had positive feedback,” she recalls. With the sales, marketing and even additional inventory that Wilkerson provided, Breakiron insists she could never have accomplished her going-out-of-business sale without Wilkerson’s help. She’s now ready for the journey ahead, but looking back, she’d be sure to recommend Wilkerson. “They just made the whole process very seamless.”

Promoted Headlines

Most Popular