Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you write them off as lost -- never to return again?

Nope. There have been numerous studies which show that a customer who has had a problem and gotten it resolved in a timely manner and to their satisfaction is a more loyal customer than one who has never had a problem.

I've found that to be true too. One of my biggest fans is a customer who started out on slippery footing. She's been a repeat customer for three years now.

From a situation that could have been a disaster to one that ended up being great, our response as business people gives us the control to turn that customer into a "raving fan."

So how do you turn a lemony situation into lemonade in your business?

- Use the human touch. Pick up the phone and connect. Don't try to tame a rough situation using email. You'll lose.

- Offer a special gift or extra compensation on your product or service. That could be a valuable add on product or a free month's service.

- Ask the customer what it would take to make them happy. You'll find that it's normally something you can accommodate very easily.

About the Author

Denise O'Berry frequently speaks to professional organizations, is the author of three booklets, and several "how-to" manuals. She writes a weekly small business column, hosts an online small business owners forum and is called upon regularly by publications such as Entrepreneur, Bank Rate Small Business, Florida Trend, Inc., various newspapers, radio and television to provide expert comments on small business issues.

http://www.whatspossible.com
http://www.justforsmallbusiness.com
http://www.deniseoberry.com

---

How Do You Create Customer Loyalty?

Another sad fact of life is that these days, very... Read More

Caring for Your Customers

You probably think I am going to say something like,... Read More

Transforming Disgruntled Customers into Your Biggest Advocates

"I am writing to complain about the widget I bought... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

Mexico: Online Ordering?Dont!

I got it into my head sometime in December 2004... Read More

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource... Read More

Astonish your Customers With These Customer Service Tips

Customer service today is getting worse. Win customers over and... Read More

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Your Voice Print

"Mountains are built one pebble at a time and climbed... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

If Everyone Thinks They Give Good Service, Why Do We As Customers Think Its Poor!

First of all let's look at what customer service is... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More

Listening: The Foundation of Communication

Listening is the #1 communication skill for leadership, selling, customer... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Customer Service: Everyone is Fighting Their Own Personal Battles

Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More

Why You Should Always Honour Your Guarantees - Even When The Customer Is In The Wrong

The Reason Why Direct Internet Marketers Have To Work So... Read More

What Do They Want Anyway?

You want customers. I want customers. We all want customers.... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Complaining Consumers

The salesman's job is to be well informed; extremely well... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Carpet Cleaning in Surrey

Like any business, carpet and upholstery cleaning requires excellent customer... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

CRM - Its Relevance

In today's demanding economy, the first line of any business... Read More

The 7 Principles of Business Integrity

If you have integrity, nothing else matters. If you don't... Read More

How to Walk the Floor and Talk to Customers

This may seem a strange topic to introduce. Yet, it... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More