Dealing With Customers Who Are Never Satisfied
If you have been in business any length of time, you have had a customer leave to your competitors. Let’s face it, we’re all human, and if we think we have the market cornered, we are sadly mistaken.
If you are like me, you value and protect your company’s reputation. The most qualified leads that we receive as business owners are leads referred to us by satisfied customers. Ray Kroc, the man that turn McDonalds into the success it is today said, “Look after the customer and the business will take care of itself.” This simply means, make customer satisfaction the number one priority. If you do this as a business owner, you will always have a phone that rings with people interested in your products and services.
Even though you do your best to ensure customer satisfaction, there will be some customers that feel they aren’t being taken care of. Sometimes the products and services aren’t the right fit for the customer, sometimes it’s an issue of money and sometimes the customer just isn’t satisfied.
3% of all customers will never be satisfied. These are the customers who complain about everything, regardless of the lengths your team goes to ensure customer service excellence, they are never pleased and are always looking for someone to blame. These are the customers you refer to your competitors.
Joking aside, if the customer decides to leave your company, what do you do?
The best response to an unsatisfied customer who has decided to leave, is to treat them in the same manner you treat your best customer, after all, that is how all customers should be treated.
“Well, maybe I don’t ever want to do business with that customer again” someone will say.
Though that may be true, and if the customer does return at a later date, you have the right to refuse service. BUT, if they are treated poorly upon exit, word of poor service will spread. Customers who have had a positive customer service experience will tell nine people, but if they receive poor service, they will tell 16 people!
In September 2015, Volkswagen came under fire for intentionally activating certain emission controls on their turbo charged diesel engines ONLY during laboratory testing in order to pass US standards. After testing was complete, in regular, real-world driving, the emissions increased to emit up to 40 times more nitrous oxide (N0x).
As you can see from the case of Volkswagen, a company’s reputation is very important and be ruined overnight. Have a story or tip that you have used to offer customer service excellence? We’d love to hear it. Please comment below.