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Actual for You - Five Tips to Calm Cranky Customers
It used to be every generation or two that a great idea would come that would change every body's lives. Today we seem to be getting one or two every year. Why is this so? Due to globalization, decreasing margins in every busin
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the m
You took the time to carefully craft your resume. You secured an interview. After all the time and effort you have expended in looking for a job, don’t fail to be attentive to the small details. Many people don’t consider the
Recognize that everyone is frazzled during the holidays- you and your customers. Give everyone, including you, the benefit of the doubt when it comes to ‘bad behaviors’ like being abrupt or rude. Breathe deep and smile. It can work wonders.
2. Let ‘em Rant, Let ‘em Rant, Let ‘em Rant
Listen briefly to what your customer has to say, even if he is simply venting about things outside of your control. Your client will appreciate the caring and you just might learn about another customer problem you can solve. Comments like the ones below can help the customer feel acknowledged and smooth the way to resolution.
That must be difficult for you.
I can see how upset you are.
This must be very important
Let’s see what we both can do to fix this
3. Making a List and Checkin’ it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the m
Why?Why should you bother?A couple of little business statistics have stayed firmly in my business thoughts ever since I came across them almost 10 years ago.1. A 5% improvement in customer retention
2. Let ‘em Rant, Let ‘em Rant, Let ‘em Rant
Listen briefly to what your customer has to say, even if he is simply venting about things outside of your control. Your client will appreciate the caring and you just might learn about another customer problem you can solve. Comments like the ones below can help the customer feel acknowledged and smooth the way to resolution.
That must be difficult for you.
I can see how upset you are.
This must be very important
Let’s see what we both can do to fix this
3. Making a List and Checkin’ it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the m
It only takes a moment of listening to the news to hear about the difficult economy. Plants are closing, companies are laying off workers, and small businesses are going to be devastated by the lost jobs and diminished local e
That must be difficult for you.
I can see how upset you are.
This must be very important
Let’s see what we both can do to fix this
3. Making a List and Checkin’ it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the m
What do you dream about? Do you have dreams of building a blockbuster business, material wealth, taking great vacations, writing the next bestseller, or contributing to the lives of others? Whatever dreams you have big or small
That must be difficult for you.
I can see how upset you are.
This must be very important
Let’s see what we both can do to fix this
3. Making a List and Checkin’ it Twice
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the m
How to Maximize Your Resume for RelocationMy resume client Matthew had just gotten the word that his wife was being offered a fantastic promotion to her company’s national headquarters in Chicago. Despite his misgivings
Ask your customer what is her most important or urgent concern. Then ask some more questions to find options to resolve it. Questions like the ones below get you to the heart of the matter:
What happened?
What would you like to see done?
Why is that important to you?
How can you help fix this?
4. O’ Make It Right
Take the information you’ve gained through your comments and questions and make things right. Go over and above in your efforts and your customer won’t forget it or you. What if you can’t fix it? Be honest about it. Sincerely offer what you can provide and explain why more can’t be done.
5. We Wish You a Happy Ending
Follow up with your customer to see that he’s satisfied. In the hectic world we live in, people crave a personal touch like a handwritten note or a short email. Such a small gesture can have a lot of impact on customer loyalty.
These tips can help you have a happy holiday too!
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