When to listen to a customer? When not to?

by WF- Enzo Administrator
32 replies
Customers are always requesting new features or giving ideas. Or they always complain bla bla bla. How do you know when to listen and when to put something off?
#customer #listen
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  • Profile picture of the author volcan
    Show that you're tracking with customers.
    Don't interrupt.
    Avoid distractions.
    Repeat in your own words one or more points the customer makes.
    Restate.
    Ask pertinent questions.
    Summarize.
    Try to avoid arguing.
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    • Profile picture of the author adammoore
      The old saying "The customer is always right", is not always... well.. "right". In the end of the day, you need to decide what problems your company solves, and stay focused on solving these problems better. Listening to users feedback is always important, but sometimes users don't see the bigger picture of what you're trying to build. If you simply listen, and try to please every single one of your users, you will be running in all directions.

      That's a good point. If you see complaints in one area that are stacking up, and a significant number of people are reaching out to let you know, that's obviously something to prioritize. Most often, when you put yourself in the customers shoes, you can understand it better, and decide whether or not to make some changes.
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  • Profile picture of the author dave_hermansen
    You listen when there are multiple suggestions for the same thing or multiple complaints about the same thing. You prioritize the requests by the number of times they have been made.

    Also keep in mind that only a fraction of people are going to take the time to suggest/complain. Put yourself in their shoes and ask yourself if it makes sense ... if you think there are probably many other people experiencing the same problem. In other words, does making the change make sense?

    We had someone confused by something on a new eCommerce site of ours just yesterday. When we thought about it, just that one person was enough for us to decide that there were probably a number of of people that might also be confused so we made the change immediately because it made sense.
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    • Profile picture of the author Tomwood
      you should always respond to customer feedback in a proactive way
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      • Profile picture of the author Luka19
        True, but sometimes customer is simply idiot
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  • We keep track of all the customer complaints and suggestions. We disreagrds those that are obviously baseless. We look at them and analyze which ones comes up often enough that it's a legitimate concern and which ones are isolated incidents.

    From there, we decide how to fix or improve things based on customer feedback.
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  • Profile picture of the author Luka19
    It's hard to define when to listen to a client and when not. Sometimes you get some good idea, but most of the time you don't.
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  • Profile picture of the author susan2015parker
    A feature that can really add value to your product is a must. You must pay attention to such suggestions and if someone is annoying, provide them detailed services at least once.
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  • Profile picture of the author jasmeet aryson
    Hello, Whenever you talk to the customer, just ask one question.
    1.How are you?

    Always interact with customers as much as you can.
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  • Profile picture of the author Khan Md Tarique
    First of all you will check out all the queries, sort out the most common questions and respond to those only and ignore the isolated ones.
    Secondly, if any customer cannot understand your offer, then you put into his shoes and see if you are clear in your post. If not modify it in order not to confuse other customers also.
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  • Profile picture of the author Kay King
    they always complain bla bla bla.
    And when you blow them off or ignore them - they don't buy from you again....they unsubscribe from you.

    If you refuse to acknowledge people's concerns - they grow into complaints and that is not good for any business. Doesn't mean you have to do what they want - or make changes the customers suggest. Just acknowledging their perception of a problem is often all that's needed.

    I have often seen a tendency online to dismiss people who have a complaint as nothing but 'blah blah blah' - but in reality they may have a good point about your training or product. They could perhaps improve your products if you pay attention. Some of them may be new and unused to how online 'works' - others may be far more educated and savvy than we are and paying sttention to what they say can pay off.

    How do you know when to listen and when to put something off?
    Listen, decide, respond professionally. Putting it off doesn't solve anything and can lose a customer. Everything you do in business is designed to GAIN customers...not dismiss them as a 'bother'.
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  • Profile picture of the author seoexpertinindia
    Really this depends on the situation to situation basis. What I generally do is I suggest the practicality of the situation.
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  • Profile picture of the author chrissoloads
    If an idea is usually given, maybe it's time to reconsider. But always focus on your vision and goals.
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  • Profile picture of the author lionlizan
    Listening to customers may be a great way for you to gather enough business-important information.

    After all, the best business decisions are based off data and not guesses. And customer feedback is one of the best ways to gather business-specific data that lets you understand how your customers really feel about the product or service you deliver.
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  • Profile picture of the author LilyMunday
    It really doesn't make sense to ever ignore your customers. It's that why you are in business?

    Really take the time to listen to their complaint, maybe it's the same one that you have heard again. Maybe you need to fix it and they will stop complaining.

    If someone takes the time to complain they probably just want you to take notice of something that is important that you need to fix. It could get you more customers.
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  • Profile picture of the author Alnoman marketer
    Its really depends on the situation. You will handle your customer according to his condition.
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  • Profile picture of the author Gary Floyd
    Firstly, don't put anything off. They're not toddlers who ask for a cookie then, five minutes later, get distracted and forget. They will notice your lag in response and will add this to their list of grievances.

    Second, client management is its own skillset. If you feel like addressing their requests is distracting you from your work, you may need to delegate client relations to someone else. If you can't, you need to bite the bullet and pretend like you're good at customer service. You can always drink heavily afterward.

    Thirdly, this type of problem is often alleviated when you begin your business relationship with a well-defined contract and make sure it satisfies their requirements before you sign. That should help narrow down whether or not their feedback is actionable. If they start asking for things outside the scope of the contract, you can clarify that you'll be able to help them if they're willing to reopen the contract and agree to a higher rate. If they pitch a fit, they might be toxic clients and you may need to finish the work you've agreed to do and move on.
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  • Profile picture of the author Macauley
    Customer is always right)
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    • Profile picture of the author Mark Singletary
      Originally Posted by Macauley View Post

      Customer is always right)
      I used to believe this before I realized that some customers (a tiny minority comparatively speaking) are lying scammers or will take advantage of your otherwise customer service-oriented mindset.

      That doesn't mean we shouldn't listen to them though. We should always be looking for ways to improve our business and offerings, but we shouldn't let ourselves be taken unfairly by the few bad apples.

      I think prospective customer service is important too. I've been customers for many years to some that answered my questions when they had no obligation to since they didn't know if I was just a tire kicker or a real prospect.

      Mark
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  • Profile picture of the author Slayer One
    When to listen to customers? All the time - you are providing a product or service, the customer is the buyer of the product or the person receiving your service AND they are paying for it, listen to them and give them what they want.

    When to not listen to your customers? I'm pretty sure this role is reserved for politicians!

    Each and every person you deal with is a human being just like you - their information and perspective could highlight something that you've missed - information is valuable and your customers are a great source of providing the information you'll need.

    Just my 2 cents for what it's worth.
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  • Profile picture of the author thatweirdkid
    You need to be able to trust yourself. There is a reason why the customer decided to come to you and not do it themselves. You have to be the one to ask for the opinion of your customer if you feel it will help you accomplish the task better.
    Although, keep in mind that the customer is entitled to like or dislike the end product.
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  • Profile picture of the author DavidJo23
    I would agree with the suggestions listed below. You should listen attentively, then summurize all the points and say them outloud to the customer. You can ask again if he is sure and emphasize the significance of work and any changes. For such things you should have a customer care survice - hire proffessionals who can speak with different clients and calm them dowm if it is needed.
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  • Profile picture of the author kmsazal
    I would agree with the concept recorded below. You need to listen carefully, combine each focus right now and tell the client outdoors. You can ask again at the event that he is sure and insist on the meaning of the work and any changes. Your client care should survive for this kind of work - hire professionals who can talk to different clients and calm them down beyond the necessary opportunity.
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  • Profile picture of the author freda12387
    I think you can listen to the suggestions of your customers, but you must have your own ideas and your own way of handling things. Good suggestions can be accepted, but at the same time, you must stick to your own ideas.
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  • Profile picture of the author Wit And Verve
    Learning about new ideas is mostly a boon. Complaints - you must certainly act on them if the same error has been reported over and over again. Turning a blind eye to these complaints is foolish.

    One must keep picking up new ideas. Some day you might come up with an inspired idea that will work wonders for your career. When a customer asks for new features, think of it as a task. You learn about features that are new and trending and keep adding feathers to your hat. In short, never put your customer's opinions, ideas and remarks at bay if you wish to stay on top of your game.
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  • Profile picture of the author Zoe Brooks
    If a complaint repeats itself from several clients, that's when you should take a look at your service or app.

    Getting ideas is great.
    It's up to you to decide whether it will help you advance or set you back.
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  • Profile picture of the author JPs copy
    Customers say a lot, but the ones that matter, vote with their wallets.

    Follow the money, not just what people say.
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  • Profile picture of the author allegandro
    In my opinion, you always listen to a customer, you do not, not listen to them. What you will do with what they say is a second. If what they say is good and it will help you to improve, you use it.

    But your challenge is what to do with consumers that give you BS and they expect you to use it. Well in that case I have a small "rule" I use.

    Use 10% of their thoughts and make them believe you use 90% of them. It can be done very easily. It can start with: "You make an interesting point, let me see what I can do what that", (Or something like that).

    This already will give your clients the feeling that you listen to them and willing to make a change or move forward. Sure it not always work, but in most cases, it worked for me.
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  • For me ALWAYS listen to your customers. Customers are the bread and butter of every business. They play a great role in every business, business wouldn't be called business without customers. If customers are throwing negative words at your business, listen because it can definitely helps you to improve your business or you as a person. So for me always open your ears to listen your customers, either positive or negative way. Make them as your motivation in every way.
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  • Profile picture of the author abdulhalimnoyeem
    Banned
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    • Originally Posted by abdulhalimnoyeem View Post

      Keep in mind:- sympathy starts with undivided attention. Client input keeps you educated if clients are (not) happy with the item or administration you offer. In the event that clients don't accept that you are making a decent attempt to get them, they thus are impartial in your administrations.

      Well meaning, but epeolatry must be low on your bucket list.
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  • Profile picture of the author annajboynton
    You never know this. You can get this idea with different experiments. Divide your customer into a group based on age, and perform experiments. You will get your answer.
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  • Profile picture of the author Brackwom
    When their suggestions and requests force you to think twice you should definitely listen to them.
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