Last Sunday morning I went to seminars / lb breakfast promo to promote to my website. After placing flyers all over the place I needed a moment to capture the complex step for a moment and in the morning with Jack Welch, former CEO of GE.
When I stepped through the door, question and answer session is in progress. A woman stepped to the microphone and asked: “Is the customer always right?”
Jack smiled and said, “You can not think like that, and they believe so, but if you do not succeed, you die!”
Jack, who is strong enough consequences. Dead. But let’s face it. Who will do business with you again after you argue with them about their dissatisfaction? I think most will simply go elsewhere.
Not only common sense that we can complain to our customers and then right? Now for entrepreneurs, we usually just smile and say “what it takes to make you happy today?” But what about employees?
If we do not take the time to our employees, as they train to deal with unhappy customers, how they will react when one of their attacks with “food was cold and tasted like crap!” or “I’m falling just over three days and the wheels!
It is important that as part of employee training, the contact with customers they have the training to complaints and how to work with the signs or take orders. As a business owner, you have probably already thinking about it. Is there a part missing, this puzzle?
Discounts may be lost empowerment. Employees can trained to be as calm and do not accept his complaint. But what if they are not empowered to take action and resolve have this problem immediately? What if you are self reliant, if there is a problem and you’re on your way to the bank, make a deposit?
In most cases consumers are not crazy waiting to come back to you.
This means that if your employees are not authorized to make corrections or offer a compromise to make customers happy, you will lose their business forever. What does it cost to win new customers? What does it cost to make them happy when they are not satisfied? The difference in the paper is very surprising.
Therefore, as part of training a new employee needs to learn what could be done to happy customers, if they complain. Quick response to questions valued almost more than the actual solution in many cases.
You see in life, we are all customers at a given time or other, and I do not know about you, but if my customers angry, I’m always right!