Posts Tagged ‘customer service expectations’

The Quicksand of Customer Loyalty Those Nasty Complaints

Building customer loyalty must address unsolved problems aka customer complaints. Take a moment to think about a problem that you had with a product or service provider such as a hospital, a retail store or a new car dealership.

Was your customer complaint or problem resolved to YOUR expectations or was it resolved to the provider’s satisfaction?  How did you feel when the complaint was resolved within your expectations?  Probably, pretty good and you may have even told some of your friends.

If that problem was not resolved to your expectations, how did you feel?  Just the opposite, angry, frustrated and can’t wait to share this miserable customer service experience with the first person who will listen and commensurate with you in your misery?

Now think about your customers and their unresolved problems.  When those problems are not resolved, they can become like quicksand.  You don’t know the quicksand is there until you step down and suddenly your entire body is being pulled into this gooey mire.

Unresolved customer complaints, for the most part, can be easily solved provided that everything from policies, procedures to systems are in alignment. What causes unresolved problems to stay unresolved is that employees do not have

  • Customer loyalty attitudes
  • Authority to resolve problems

If employees truly believe that their attitudes will either make or break customer loyalty while knowing the overall corporate goals, they are more inclined to create incredible points of connection.

For example, I attend a conference at a hotel three times a year. This conference brings at least $100,000 annually to the hotel. Each morning there is a breakfast buffet to quickly serve the 150 guests. I do not like the breakfast buffet. The hotel could force me to take it or leave it (that’s our policy, you have heard that before), but the morning waitress remembers my special breakfast order even though I am only there 3 times a year. A potential unresolved problem is immediately solved.  Am I a loyal customer? Absolutely!

CUSTOMER LOYALTY TAKE ACTION ITEM: By setting a goal to resolve 100% of all problems to your customers’ expectations during the next 90 days.  Measure the results. You should find an increase in revenue because you have dramatically increased customer loyalty.

Share on Facebook
RSS Subscribe!
Coaching Tip

People buy results or rather people buy the feelings the results deliver.

What’s Happening?

Internal Results interviews
Leanne Hoagland-Smith
. Some of her answers may surprise you.

Check out this podcast on value creation between David Brock and Leanne Hoagland-Smith

Listen to Leanne Hoagland-Smith at Sales Scenario podcasts

Another list of top sales bloggers

Pre-order this great book How to Get a Meeting with Anyone. You may recognize a familiar name.

Top 100 Most Innovative Sales Bloggers Honored this blog is included in this impressive list.

Best Sales Blogger Award for 2014 Third place awarded to Leanne Hoagland-Smith.

NWI SBDC awarded Small Business Journalist of 2014 to Leanne Hoagland-Smith. Awards.

Expand Your Business Horizons
Sign up to receive monthly newsletter devoted to small businesses and busy sales professionals Beyond the Black
Be the Red Jacket
Seeking an easy and practical book on marketing, selling and sales? Read the reviews at Amazon and then order your hard copy or eBook.
Sustainability Expert
The Institute for Sustainability
Ezine Expert
Blogroll – Leadership, OD
Contact Coach Lee

Leanne Hoagland-Smith
219.759.5601 Main Office CDT
219.508.2859 Mobile CDT

Office located near Chicago, IL

www.processspecialist.com Main Website

Sales Corner

Tracking by The Sales Corner
Blog Rankings
Business Blogs - Blog Rankings
Blog Top Sites
Plazoo
RSS Search
Blog Log