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CONFUSION 5: HOW TO DEAL WITH CUSTOMER DISSATISFACTION If you have hit each step to this point, customer dissatisfaction will be rare. But dissatisfa… - Michael Gerber
" "CONFUSION 5: HOW TO DEAL WITH CUSTOMER DISSATISFACTION If you have hit each step to this point, customer dissatisfaction will be rare. But dissatisfactions will happen. Here’s what to do about them: 1. Always listen to what your Customers are saying. And never interrupt while they’re saying it! 2. After you’re sure you’ve heard all of your Customer’s complaint, make absolutely certain you understand what he or she said. You could ask, “Can I repeat what you’ve just told me, Mrs. Jones, to make absolutely certain I understand you?” 3. Secure your Customer’s acknowledgment that you have heard his or her complaint accurately. 4. Apologize for whatever your Customer thinks you did that dissatisfied him or her even if you didn’t do it! 5. After your Customer has acknowledged your apology, ask exactly what would make him or her happy. 6. Repeat what your Customer told you would make him or her happy, and get his or her acknowledgment that you heard it correctly. 7. If at all possible, give your Customer exactly what he or she asked for! But what if your Customer wants something completely unreasonable? If you’ve followed my recommendations to the letter, what your Customer asks will seldom seem unreasonable. That’s assuming you’ve got the right Customer. CONFUSION 6: WHO TO CALL A CUSTOMER At this stage, it’s important to ask some questions: Which types of Customers would you most like to do business with? Where do you see your real market opportunities? Who would you like to work with, provide service for, and position your business for? A Tactile Customer for whom people is most important? A Neutral Customer for whom the mechanics of how you do business is most important? An Experimental Customer for whom cutting-edge innovation is important? A Traditional Customer for whom low cost and certainty of delivery are absolutely essential? In short, it’s all up to you. No mystery. No magic. Just a systematic process for shaping your business’s future. But you must have the pa
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About Michael Gerber
Michael E. Gerber (born June 20, 1936), American small business guru and author,
Biography information from Wikiquote
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Michael E. Gerber
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CONFUSION 5: HOW TO DEAL WITH CUSTOMER DISSATISFACTION If you have hit each step to this point, customer dissatisfaction will be rare. But dissatisfactions will happen. Here’s what to do about them: 1. Always listen to what your Customers are saying. And never interrupt while they’re saying it! 2. After you’re sure you’ve heard all of your Customer’s complaint, make absolutely certain you understand what he or she said. You could ask, “Can I repeat what you’ve just told me, Mrs. Jones, to make absolutely certain I understand you?” 3. Secure your Customer’s acknowledgment that you have heard his or her complaint accurately. 4. Apologize for whatever your Customer thinks you did that dissatisfied him or her even if you didn’t do it! 5. After your Customer has acknowledged your apology, ask exactly what would make him or her happy. 6. Repeat what your Customer told you would make him or her happy, and get his or her acknowledgment that you heard it correctly. 7. If at all possible, give your Customer exactly what he or she asked for! But what if your Customer wants something completely unreasonable? If you’ve followed my recommendations to the letter, what your Customer asks will seldom seem unreasonable. That’s assuming you’ve got the right Customer.
Additional quotes by Michael Gerber
Se o seu pensamento for desleixado, o seu negócio será desleixado. Se o seu pensamento for desorganizado, o seu negócio também será desorganizado. Se for ganancioso, os seus empregados também serão, dando-lhe menos de si próprios e pedindo-lhe cada vez mais a si. Se a informação de que dispõe sobre o que fazer no seu negócio for limitada, o seu negócio refletirá essa limitação.
• Las personas necesitan orden. Necesitan saber que hay una estructura, una lógica, unas bases, unos criterios y unos principios claros…, justicia en la empresa y en la labor que han de llevar a cabo. • Las personas necesitan sentirse escuchadas. Necesitan saber que su contribución es importante, que, independientemente de la posición que ocupen en la empresa (empleado, cliente, proveedor, entidad de crédito), sus deseos son importantes y disponen de un canal para transmitir lo que les importa. Un canal que siempre está abierto.
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Por ejemplo, si pregunta a cien personas que hayan tratado con un contratista de obras sobre cómo ha ido el proceso, seguro que al menos setenta y cinco responderán: «No lo acabaron en el plazo al que se habían comprometido; si no ponían una excusa, ponían otra». Si pregunta a cien personas que hayan llevado su coche al taller sobre cómo ha ido el proceso, seguro que al menos ochenta responderán: «Sentía que había perdido el control y me hicieron sentir todavía peor». Si pregunta a cien personas que hayan ido al médico sobre cómo ha ido el proceso, seguro que al menos noventa responderán: «¡Tuve que esperar demasiado!». ¿Estereotipos? Sí, por supuesto. Pero estas respuestas estereotipadas contienen tanto la frustración primaria como la mejor manera de hacer las cosas. Qué sucedería con el contratista de obras que dijera: «En Construcciones Sinceridad, siempre cumplimos los plazos, siempre cumplimos el presupuesto y siempre ofrecemos resultados impecables. O pagamos nosotros. ¡Garantizado!».
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