Sep 02 2007
You Have Fouled Up - Make The Most Of It!
It’s a mistake to think that because a customer has expressed dissatisfaction with your product or service they will not come back to you.
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%
Tomorrow on The JF Guest Spot Jaques Werth, senior statesman and good egg - you may not agree with all of his opinions but he is passionate about selling and selling techniques.
