When to listen to a customer? When not to?

by WF- Enzo Administrator
17 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 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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  • 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 PlayCash
    You never know this
    Maybe you can add voted in customers requesting
    And few top request can release. Anyway if they complain he don`t check anything
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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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    I'm going to work on being less condescending
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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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