Effective Ways to Handle Complaints and Keep Customers Happy

Every customer complaint is a turning point for your company and that customer. Handle it right and the customer becomes one of your biggest fans, spreading the word about your superior customer service. Handle it badly and they may leave, and most likely they will tell everyone they know how terrible you are.

Customer Service in Auto Services is NOT Offending Women Customers

In the auto services industry there are generally more women customers than men. This is because men will typically do some of the auto services and preventive maintenance on their car themselves, whereas women customers will

Improving the Service Department

There are always ways to improve, and the service department is no exception. In this article I will share some of my thoughts, ideals, and experiences on improving the service department.

A New Spin on Mystery Shopping

Have you been using mystery shoppers or web or phone surveys looking for something new? Do you need more data points? Look no further than your email database of customers. Here is an inexpensive and fun way to not only help move service forward, but continue to cement the loyalty of your customers.

Is Anybody Listening?

Part of the glamour of traveling to conferences is staying in hotels - all brands, varieties and levels. One thing I've recently noticed is many hotels are teaching their employees to listen to the guest. Not in the traditional sense, but at a new level, and it's something restaurants can borrow a page from.

Follow Up Tips for Computer Services Part 1

Follow up is an incredibly important aspect of your marketing and contact management systems. In order to not be perceived as a pest, you need to create interesting and varied forms of follow up.

Keep Customers Happy: Show Them You Care

68% of customers who stopped doing business with a company did so for one reason: they felt like that company didn’t care about them. If you show your customers that you care, your company will shine. You might even attract some of your competitors’ customers! It’s really not hard to show customers that you care, but it takes consistent commitment. Here are five ideas that will get you started building a customer-focused business.

Customer Service: Increase Customer Loyalty and Revenues

Customers are people. They are not merely test subjects that you approach as a doctor would a cadaver. They are living, breathing, worthy individuals. They have pulses. They talk back. And they have feelings. You’ll increase customer loyalty and revenues if you adopt these simple practices.

Follow Up Tips for Computer Services Part 2

Follow up is a critical component of your marketing system. Here are some more tips for creative follow up.

Who Were They Designing It For?

I am regularly amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money ... but who are they designing it for?! A new airport in the Middle East is an impressive and expensive building. It's huge, packed with stainless steel and halogen lights and lots of fancy gold.

Long Forgotten? Stir Old Accounts Back to Life

Once a company has the benefit of receiving a customer's business, it makes no sense to close the account simply because the customer has not ordered from you in a while...even a long while. Unless there is substantial cost to keeping an account open, you should allow the customer to return at anytime, and welcome them back with enthusiasm.

Complaints + Compliments = Good Communication

Some companies track a monthly 'complaints and compliments ratio' for each branch, store, department, country or station. This approach has a fundamental flaw. Here's why: A complaints and compliments ratio encourages staff to actively avoid or suppress written complaints from customers. After all, every written complaint will impact the ratio to their disadvantage.

Why Is This Information Hidden?

Don't expect customers to know or remember everything about your products and organization. Customers appreciate convenient references and reminders. Make it easy for customers to contact, query, try and buy.