|
|
|
|
|
|
|
The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The common reaction of small business people to a consumer complaint is defensive posturing and/or avoidance.
But ignoring a disgruntled customer can be much more damaging than small business owners realize.
When consumer complaints are avoided or ignored, the customer still needs to vent. A study done at Western Washington University and Illinois State University, shows that consumers who had a bad experience at a store most often responded in three ways:
They decided not to shop at the store again.
They told their friends and relatives about their bad experience.
They convinced friends and relatives not to shop at the store again.
If the customer decides never to use your services again, you've lost one customer. But the damage may be worse. There may be a real problem that the business is unable to address because they aren't focused on it right now.
If the customer tells friends and relatives about their bad experience, the business now has a negative reputation with several customers and potential customers.
If the customer convinces friends and relatives not to use the business, the business has now lost several customer (probably for good), and the influenced customers will likely spread news of the original bad experience to their peer network in order to bolster the validity of their decision.
Segarin Monk is a social program marketer for government and non-profit agencies. He believes in marketing from an integrity-based, pass-it-on, pay-it-forward stance. See more articles from this author at: http://marketingyogi.blogspot.com/
MarketWatch - 19 hours ago
For home energy efficiency tips, customers can check Allegheny Power's internet site at www.alleghenypower.com or call our Customer Service Center at ...
Allegheny Power seeks rate increase in W.Va. Forbes
Allegheny Power seeks rate increase WAVY-TV
Allegheny Power Requests For Rise In Power Rates - Update RTT News
RTT Newsall 29 news articles
Times Online, UK - 15 hours ago
The aim was to have a truly atrocious customer service experience. Given that JJB Sports recently came at the bottom of a customer service survey of 50 high ...
Seattle Post Intelligencer - 11 hours ago
Maintenance of customer records, files, data, electronic files and data, and other pertinent business documentation. Customer Service: To maintain a level ...
Bradenton Herald, United States - 9 hours ago
Great firms have customer service training every month to ensure that exceptional customer service stays in the forefront. In my case, the receptionist ...
ArabianBusiness.com (press release), United Arab Emirates - 18 minutes ago
Ahlam Al-Feel, Acting Director of Customer Service Centers Department at RTA Corporate Support Services Sector said: “In addition to its official daytime ...
News4Jax.com, FL - 14 hours ago
Some clients said when they've tried contacting Comcast's customer service, they haven't been able to get an answer. Comcast officials said they have crews ...
Bermuda Sun, Bermuda - 20 hours ago
A great many consumers phone Consumer Affairs on a regular basis asking for help resolving problems over matters that fall under customer service. ...
Destination CRM, NY - 18 hours ago
Multi-channel customer service is here to stay. When it comes to getting help and answers, customers are no longer willing to accept just one or two ...
TMCnet - 18 hours ago
Full-time and part-time seasonal customer service positions are available, with competitive starting wages of $9.50 per hour. There is a seasonal bonus ...
Indianapolis Star, United States - Aug 28, 2008
All the while, the store remained committed to a core value it stands by today: customer service. "The customer doesn't need another place to shop. ...
Wind Chimes and more... The following are common mistakes that Sales Managers and Owners... Read More It might sound quick and simple, to say how well... Read More After years of flying below the radar in the magazine... Read More I spent some twenty years in the corporate world, for... Read More Public transport operators who already use passenger surveys may not... Read More Whether in a restaurant, a retail establishment, or the local... Read More Loyal customers are the foundation of almost every business. Going... Read More Millions of people, just like you, end up with a... Read More Customer service and customer service training are vital for any... Read More From Ebay to the smallest home-operated start-up, e-businesses of all... Read More I wish I had a nickel for every time someone... Read More Why do some businesses offer points, stamps or every tenth... Read More You know how it is, you believe something for so... Read More Have you ever wondered why you often find a coupon... Read More Customers put you in business, keep you in business, and... Read More Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More Customer service is an integral part of our job and... Read More In order to maintain a successful business, the business must... Read More Nowadays, we complain nearly all of the time about how... Read More "Every company's greatest assets are its customers, because without customers... Read More There are five techniques that have been proven to be... Read More Wherever you turn these days you'll find articles covering every... Read More The defintion of Customer Relationship Management (CRM) that I favor... Read More Every business owner should have a picture of his or... Read More Listening to complaints, whether they're reasonable or not, is a... Read More
Windchimes
for great gifts!
Customer Conversion Mistakes That Will Cost You
10 Customer Service Quality Statements to Measure up Against
Raising The Bar For Online Magazine Subscription Services And Customer Service
How to Succeed in Business Without Compromising Your Integrity
Why Passenger Surveys are a Transport Operators Best Friend
From Scowl to Smile: 5 Practical Steps to Instill Exceptional Customer Service
Customer Loyalty
Got A Consumer Problem?
Customer Service Tips - Is Your Business A Leaky Bucket?
E-Business?s Best Friend: eCRM
Should I Have My Company Mystery Shopped?
How To Keep Your Customers Coming Back -- Understanding Customer Retention
We Got It Wrong: Never Under Promise & Over Deliver
Making the Connection: Customer Relationships That Build Your Business
Your Number One Asset
What Every Employee Should Know About How to Win the Loyalty of Customers
At Your Service: The Ten Commandments of Great Customer Service!
CRM For Beginners ? Customer Relationship Management Basics
Customer Service, Italian Style
8 Critical Steps to Establish a Customer Service Culture
What Every Employee Should Know About How to Prevent Customer Service Conflicts
Breaking the Ice and Winning Over the Client!
What Exactly is Customer Relationship Management?
Customer Service: Why Bears Make Bad Customers
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Cheap To Keep
You've heard it all before when it comes to stats... Read More
Foolproof Customer Service Strategies (That Only A Fool Would Try!)
Ever notice how customer service varies from store to store?... Read More
Aint We Wonderful!
It may come as a surprise to you to discover... Read More
We Sell For Less and Our Stores Are a Mess!
What kind of image do you present when marketing your... Read More
Customers Who Rave About You and Your Service
According to customer service studies by marketing gurus of the... Read More
It Is All About Customer Service!
In this day of terrible customer service, it should come... Read More
Doors by Catering to Your Clients
Clients? they are the most important influence in the success... Read More
7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece... Read More
The Number 1 Rule for Businesses - Be Professional
Have you ever walked into a store and things looked... Read More
Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre service... Read More
Customer Service - A Sweet Essence
First let us specifically define customer service. It is the... Read More
Mexico: Online Ordering?Dont!
I got it into my head sometime in December 2004... Read More
Dont Work with Jerks: How to Recognize a Difficult Client Early
Five minutes into the call I knew this client was... Read More
Managing Your Business When One Client Takes Alot of Your Time
How often has your schedule been thrown out of whack... Read More
Poor Customer Service - Are Your Customers Driving Away Other Customers
Every customer you have is a word-of-mouth advertiser for you.... Read More
Caring for Your Customers
You probably think I am going to say something like,... Read More
Customer Service Tips for Mail Order Businesses
Can we be too good to our customers?... Read More
Handling Difficult Customers - 8 Strategies
In any business our customers are one of our most... Read More
Take Care of Yourself Before You Take Care of Your Customer
One of the most important questions people ask when they... Read More
E-Business?s Best Friend: eCRM
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Customer Service - How Good Are YOU?
At 8.30 am a wealthy client (on his way to... Read More
What Every Employee Should Know About How to Prevent Customer Service Conflicts
There are five techniques that have been proven to be... Read More
How To Handle Customer Billing Snafus
Q: I just discovered that for the past six months... Read More
The death of customer servie
The other day a reporter call to interview me on... Read More
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made... Read More
Customer Service |