More Loyal Customers?
Posted 10-07-2008 at 06:49 PM by Ron Killian
If you've read my last post, you'll know I unknowingly, but very successfully ticked off a few of my customers. As I've said, I don't blame them one bit, learned a lesson I did.
As I've mentioned, I went through every problem and took care of the situation. I also took it a step further, I offered each of them a couple free products, of their choice, to try and "make up".
Surprisingly, every displeased customer understood things happen, and were now happy. They did have the right to grumble out of earshot.
One thing that did stand out to me was that a few of these customers were surprised and others very happy I offered the gifts to try and make the situation better.
It got me to thinking, that I might have created more loyal customers in the bargain. Of course this is not the way I want to build my customer loyalty.
The point is, I took ownership of my temporary support short coming, I admitted my mistake and I did something that showed my true intentions.
Think about it, when you do business with some one online and never talk to them or experience their customer service, good or bad, do they stand out? So, when there is a chance, you need to make it a great experience, even when it's a turn around.
Will they all come back as customers? Can't say for sure and can not exactly blame them if they didn't. Although one of them did place an order today.
Bottom line, even a bad situation can usually be turned around, but you have to own up and take action.
As I've mentioned, I went through every problem and took care of the situation. I also took it a step further, I offered each of them a couple free products, of their choice, to try and "make up".
Surprisingly, every displeased customer understood things happen, and were now happy. They did have the right to grumble out of earshot.
One thing that did stand out to me was that a few of these customers were surprised and others very happy I offered the gifts to try and make the situation better.
It got me to thinking, that I might have created more loyal customers in the bargain. Of course this is not the way I want to build my customer loyalty.
The point is, I took ownership of my temporary support short coming, I admitted my mistake and I did something that showed my true intentions.
Think about it, when you do business with some one online and never talk to them or experience their customer service, good or bad, do they stand out? So, when there is a chance, you need to make it a great experience, even when it's a turn around.
Will they all come back as customers? Can't say for sure and can not exactly blame them if they didn't. Although one of them did place an order today.
Bottom line, even a bad situation can usually be turned around, but you have to own up and take action.
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