How Responding Quickly Builds Customer Loyalty


A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all.  That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them.

They also say in their book, Now...Build A Great Business!, that:
  • a slow response to a customer complaint triggers fear and anger.
And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.

So, lead your team to:
  • Respond quickly to customer complaints
  • Refuse to defend or make excuses
  • Offer to make the customer happy immediately
  • Be open and honest
  • Tell the truth and tell it as soon as you know it
Bottom-line...assume that anything you do or say will become public knowledge quickly. So, resolve to build and maintain trust in everything you do.

Comments

Popular posts from this blog

6 Ways To Seek Feedback To Improve Your Performance In The Workplace

Effective Listening: Do's And Dont's

REI Sets The Example For Creating And Living Core Values