FAST Resolutions Save Customers

In an imperfect world you're bound to dissappoint a customer. Well honestly speaking you might dissapoint a customer or two or maybe even three...(dozen) or so if you're not careful. But I'm going to share with you real quickly from a statistic I read why it's important for you to resolve your customers problems as quickly as you can.

PASS IT ON......(Q-u-i-c-k-l-y NOW)
Pass this information on as quickly as you can to all your staff members but in particularly your Customer Care, Customer Service and CRM's. The quicker you get this information to them the better for you and here's why it makes a huge difference to get the information to them quickly.

REASON #1 IS GOOD
One good reason why it’s important for you to resolve your customer’s problem is…
50-74% of customers who complain about your bad service will do business with you again if only you resolve the problem.

BUT REASON # 2 IS BETTER...(DO IT NOW...Q-U-I-K)
The second but most important reason why it’s important for you to resolve your customer’s problems quickly is…
95% of those customers (the ones who complain about your companies bad service) will immediately do business with your company again if only you resolve the problem quickly.

So get to goin' and resolve that problem right now and do it fast.

Boss I Shrunk The Customer's (Don't you do this)

"Boss I Shrunk The Customer's" is the new Nightmare sequel for corporations who are losing customers because of a few mad CRM's who are trying to artificially expand your customer base without truly developing relationships with your clients. Here are two ways you can shrink the customers.

1.) Blindly applying a technological solution to every one of your customer issues and thinking that's the end all cure to all of your customer relationship problems. You've seen phone companies kill more customers than they could ever imagine when they put a huge automated phone service technology to managing their customers.

The End Result: Customer Migration...Causing people to get lost in the maze of the phone abyss until you frustrate the customer to death is one sure fired way to communicate to your boss that you've shrunk the customers.

2.) Attempting to grow your customer base exponentially without putting in the time, the genuine, and the sincere effort to grow your customer relationships one client at a time.

The End Result: Customers lose hope in the opportunity that maybe someday they would really find what it means to get uniquely diverse service from your organization. Creating hope is one of the only ways to avoid shrinking the customers.

If you can think of other ways you've seen companies shrink the customer let us know.

THINK ABOUT THIS...THE THIRD TIME WAS NOT A CHARM

Are you an employer or manager and is it your responsibility to over see the workers who are supposed to be part of your *CCT, Customer Care Team? As a manager or supervisor do you ever wonder how your employees really treat your customers? If you've never given this any thought think about it again.

CALL YOUR OWN COMPANY TO TEST THE CLIMATE OF YOUR WORKERS...
is a very important part of really seeing how your company does business. As a matter of fact hire some people, call into your own business or maybe even have a friend call into your company and determine what level of service your employees are giving your customers. Is it a charm or is it a harm?

Some companies just back off without ever reviewing an employees working relationship with it's customers...that's a mistake. Your customers are the life blood and partner of your organization. Being a CRM may not be enough to take you to the next level with your clients but being a *CPE (Customer Passion Evangelist) will allow you to evangelize every single customer with the passion they deserve.

Is The Third Time A CHARM or Was It A HARM!
We all have heard how the third time is supposed to be a charm. Well today for me and a few of my fellow tax paying citizens the third time was not a charm. Often times dealing with representatives of a company can be an ugly experience. Those who are supposed to be front line employees should know better and understand how they should treat their companies customers. The companies customers belong to the company not to the employee of the company but sometimes workers who are employed by the company forget who the customers belong to.

IGNORANCE IS UNFORGIVING...
Although the company gives their employees the authority to deal with their clients they often forget to check the level of service being dealt out. But your lack of knowledge does not bring your customers back from the dead or a harmful experience. It's the companies responsibility to examine using first hand practical direct observation techniques.

Make monthly, weekly, & daily check-ups a thing your company does often.

It's amazing to me how much more money a company could be earning if they truly had employees who were into serving the customer with passion. But sometimes that's not what you get when you meet these frontline workers. Sometimes you get what we got today...a whole lot of grief, bad attitudes and to make matters worse we even paid them for it.

So when you think the third time is supposed to be a charm think about this: Have I called into my company this week or even once this month to test the value of our service? Have I examined first hand how my customers are helping me gain or lose money? Is the third time a charm for my customers or was it a harm to my customers? Think about this!