 Free Online Articles Directory |
|||||||
Home Page  Business Sales Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty |
|||||||
 |
Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty
It's said nobody likes a complainer. I beg to differ. In customer service a complainer is doing you a favor. They are the extension of your research, testing and quality assurance departments. Although essentially unpaid, they're providing you with invaluable, often real-time feedback on what isn't working in your business or your relationship with them. Try to put a price tag on that! We know from surveys that most unhappy customers voice their displeasure with their feet Ñ they just walk. They simply go away. No fanfare, no pronouncements. One day they're disgruntled, the next they disappear. You belatedly discern they've left — but why? What happened? By then, it's probably too late. So let's celebrate the complainers. Let's salute the squeakers. The data they provide make improvement possible. Their feedback gives you end-user validation of your processes and procedures, your product lines and service levels. Since most customers are convinced you either don't care or won't change, those that care to share should be valued and rewarded. Be open to their feedback. See the long term value of fixing a problem this customer has experienced. For each customer who complains many more may have already moved away, or will soon if you don't fix your problem. Make it easy for customers to give you feedback and listen generously when they do come forth. Telling a customer "nobody else has complained" misses the point. Consider the following action steps to leverage complaints into constructive improvement: Thank customers for taking the time to let you know of their less than stellar experiences. Honor their courage in speaking up Reward their input in little yet meaningful ways: complimentary items, discounts, future preferential treatment, etc. When you act on their complaint let them know you've done so. They'll feel their power and your responsiveness will strengthen the bond between you and them. In its own way a complaint is a compliment — they cared enough to let you fix the problem. They think you're capable of doing so and will be delighted when you do. They're a customer worth saving!
Rate this Article:
Current: 0 / 5 stars - 0 vote(s).
Article Tags: Sales, Listen, Sales Skills, Communication Skills, Better Communication, Speaking, Cold Calls, Good Listener, Humorist, Storyteller, Communicator Article Source: http://www.articlesbase.com/sales-articles/saluting-the-squawkers-complaints-often-key-to-improving-sales-retention-and-loyalty-57377.html About the Author:
Book Craig's LISTENING presentation for your company, association or workgroup: http://www.ExpressionsOfExcellence.com/listen.html Buy and license Craig's LISTENING—THE FORGOTTEN COMMUNICATION SKILL class and
Related ArticlesImprove Customer Rapport With Improv! Sales Through Storytelling: Story Tell, Story Sell! From Told to Sold! Leverage your Stories to Resonate With Prospects and Customers Where Sales Meets Service: Up-selling and Cross-selling Made Fun & Easy! How Inquisitive are You? Objections Overruled! Avoiding A Become a Credible Communicator: Make Honesty your Policy! Got a Question? Ask.Ask the community a question about this article:Frequently Asked Questions When is the best time to go holiday shopping? Speed up the Commitment Process How can I set different ringtones on different ... Help me I have had a job offer from worldwebpromote.com as ... The art of listening. Q&A Powered by:
 Latest Sales ArticlesDirect Mail or Email - Use Your List Events -- When to Conduct Yours C-level Relationship Selling: Selling at the C-level, the 5 Elements: Part III - Confidence How to Use Affiliate Marketing Processes to Start Up When Your Own Business Fantastic and Highly Fashionable Nyc Organization Spy Bag Interesting Facts on Different Kinds of Men’s Underwear People Search by Phone Available Via the Internet for Convenience Joint Venture Tactics to Make Your Blogs Profitable More from Craig HarrisonStop Slingin' Slang! Prospects and Clients Leary of Loose Language From Told to Sold! Leverage your Stories to Resonate With Prospects and Customers Forget the Fockers…meet your Customers! Signs of Service: Master "sign Language" to Communicate With your Customers Who's in Charge of your Meeting? Free for the Giving: the Best Things in Service Situations are Often Free Tag Lines Tell a Tale of One's Occupations Orchestrating your Leadership |
|
|||||
|
Article Categories
|
|||||||
 Sign up for our email newsletterReceive updates, enter your email below
Use of this web site constitutes acceptance of the Terms Of Use and Privacy Policy | User published content is licensed under a Creative Commons License.
Copyright © 2005-2008 Free Articles by ArticlesBase.com, All rights reserved. (0.19, 17) |
|||||||
