Reacting To Customers Effectively
I see so many complaints about customer service (or lack of) on internet chat rooms, customer forums and buying sites that I often wonder how it is that we never learn.
I say “we” because I include myself amongst those who can
cause complaints. At some time or other,
we’ve all acted in a less than “professional” manner. It’s tempting not to respond immediately, or
to return that call even if you have the time.
The complaints are usually along
the lines of:
·
Don’t keep promises (e.g. to return my call);
·
No reply (or very late reply) to my enquiry;
·
“Not interested”.
So what is it that you’re saying by not reacting
promptly? In my opinion, there are
several messages that you’re sending out to customers or potential customers:
·
You aren’t important enough.
·
You’re wasting my time.
·
My promises can be broken with impunity.
·
Your opinion of me/my business is unimportant.
·
I’m not in control.
None of these messages is something that a customer or
potential customer wants to hear about you or your business.
One thing that I've noticed is
that the really “important” people do have the time to reply to your enquiry, or to return your
call. They know that the enquirer of
today could be the buyer of tomorrow. They
know that the dissatisfied customer of today can reach out to millions over the
internet, ruining their business’ reputation overnight.
They’re not thinking “now”,
they’re thinking of the future and the “big picture”. They’re also in control.
The standard objection to these
comments is “we’re already so busy that we don’t have time to get back to
everyone the same day” or similar.
Here’s a fact: everyone has the same amount of time – 24 hours a day, 7
days a week. It doesn’t matter whether
you’re the Chairman of the Board or the cleaner. If you “don’t have time”, it’s your problem,
not the customer’s. If you don’t “have
the time”, they will find someone who does; someone who’s in control.
Here’s what happens when you
handle people badly. You lose:
·
Trust
·
Confidence
·
Business
·
Profitability
·
Reputation
In the end, you lose your
business and your income.
Here’s what you get when you
treat people well:
·
Trust
·
Confidence
·
Business
·
Profitability
·
Reputation
Notice anything?
When I set up on my own, I
developed my own simple Business Code of Conduct;
·
Always be honest; it may not always make you
popular, but people will trust you.
·
Keep your promises.
·
Take personal accountability.
·
Reply to enquiries or to calls within 2 working
days if there’s no deadline.
·
Treat people as you would wish to be treated
yourself.
I don’t believe in more – people
can generally remember 3-5 points.
Being professional isn’t always
easy, but the rewards are always worth it.
I have spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With more than 20 years in the world financial services industry running different service, operations and lending businesses, I started my own Performance Management Consultancy to offer solutions for improving performance, productivity and risk management. I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email . My website provides a full picture of my portfolio of services. For strategic questions that you should be asking yourself, follow me at @wkm610.
Labels: Customer Care, Selling, Strategy, Teamwork
posted by William Martin @ 15:09
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