Any one who has read this book by Pete Blackshaw? Every business must improve its customer service performance.
Well, tough I've heard different numbers, it still makes perfect sense. There is a very small percent of customers that nobody can make happy. In 99% every conflict can be resolved and it is in seller's hands to make a customer happy with a product or service, or just let the customer go unhappy and loose much more money in future.
I have not, but the title sounds on the money. Well I would think the other 99% of happy customers would out wiegh negative rep a disgruntled customer may try to say, and usually that marginall 1% are liars anyways who just like to start trouble and spread tall tales.
That is how it works! You are good at what you are doing and people gradually start spreading the buzz. You suck at it and the next thing you know, everyone knows about it.
WOM especially nowadays eWOM is extremely crucial in business, satisfied customers may not even tell one person, but angry customers, with Internet you can expect them to reach tens of thousands. Just a post in DP can reach out to that number easily.
Completely agreed.If a company needs good sale or good number of customers then they should satisfy there customers rather then only concentrating on advertising.Completely agreed with you Reps added.
That's why webhosting companies should not mess up their customers otherwise the whole world will know how terrible they are and they will lose potential clients.
Companies shouldn't be held hostage by unsatisfied customers with an ax to grind. You post slanderous or libelous statements = You get your ass sued. I'm tired of hearing people wimp out in the face of one unhappy, vindictive customer. You can give these people double their money back and they will still go to forums and post lies.
You also have a smashing point, Ehubert. The truth will speak for itself. In truth, there is no need to explain.
It is hard to say, on the Internet you need to confront slanders and bring them down or they will become the truth. Falsehoods repeated too often becomes the truth.....
My take on this is business nowadays is very competitive. Thereby making customer service a key point in competition. Tick your customers off and next thing you know your competitors swipe em and the ones they that “got the word that you suckâ€... I keep hearing that you have to set your business apart from the rest, there are not many obvious ways to do that, thus customer service plays a key role… All in my own opinion.
Not actually setting a niche apart is extremely important as well, as much as WOM from customers. For eg those specializing in Domino hosting etc, they really charge a huge premium and and enjoying a good margin because they are specialized in that niche. Customer support is important and so is a good niche.
I 100% agree that some people are getting energy from making somebody's life miserable. In that case there is nothing you can do...
While I completely agree that there are a bunch of clients who deserve to be fired, one must understand that the unhappy client is a client who can sabotage your business just by failing to give you a recommendation (and many other ways as well). I have managed to retain all my clients that have paid me by asking for and getting in writing recommendations for my services. At any point in the close of our business together they indicate that they would have a problem doing this, I've identified a potential money track, and a way to further build my business up in their esteem. Customer service doesn't take much, just a willingness to listen, charge for services rendered, and ask what else you can do for them and charge them again. IMHO anyway.
I can appreciate both aspects brought forth by these rebuttals but they wouldn't apply to the type of people I was referencing. The truly unreasonable will stop at nothing to sully your reputation and no amount of internet forum monitoring, SERP result queries or damage control of any type will un-do the damage done to your brand. I completely agree with the premise of good customer service and an amicable resolution to any issues brought forth by customers is always favorable for everyone involved. Sometimes, however, dealing with the irrational and unreasonable( be they client or provider) requires time and lawyers (i.e. money)
True, in any and every circumstances, you will never get a win win situation when you are negotiating from a position of weakness, meaning you tried to please the customers too much beyond reason. Some kind of backup is needed, the customers need to know for eg that you may have deep pockets, good lawyers and you have a reputation for fair deals, in this way the customers will not climb and piss on your head. It is true of human nature that we tends to take advantage when we can, especially if the opponent is presumed to be helpless.