Bewertungszentrale » Customers will do business with people they like

Bad customer service is everywhere these days ? unmanned front desks Anaheim Ducks Jersey , surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It's no longer an exception ... poor service has become the norm.


In an all-too-typical scene, a customer walks into a retail store with a question about where to find a product. The employee, who is busy and doesn't want to be bothered, gives the customer a curt answer and continues what she is doing without even looking the customer in the eye. The customer persists David Pastrnak Jersey , so, with obvious annoyance, the employee begrudgingly turns around and points the customer in the general direction of the product's location. Instead of buying the product, the customer leaves the store, frustrated, vowing to never return.


Most business owners and employees recognize this as a classic example of bad customer service. And yet, this scene is repeated endlessly in modern society. Negativity breeds negativity Brad Marchand Jersey , and eventually, nobody is happy.


?Never, never, never ignore a customer,? says Art Waller, Regional Department Head for Utah State University. Waller provides tips on how to improve customer relations, a vital segment of any business.


?It's important to be accessible Tuukka Rask Jersey ,? Waller said. ?Everything is an interruption. A phone rings, someone comes into an office, that's an interruption. But if a customer is right there, do that first. That's why you're there.


One of the single most important aspects of a successful business is good customer service. Waller cited recent findings in customer service. A typical business only hears from 4 percent of its dissatisfied customers. The other 96 percent quietly go away. Of this 96 percent, 68 percent never reveal their dissatisfaction because they perceive an attitude of indifference in the owner, manager or employee.


Waller said this statistic is particularly dangerous for businesses because if a dissatisfied customer can't express their complaints to a business, they'll express them through other outlets such as friends Patrice Bergeron Jersey , neighbors and family. A typical dissatisfied customer will tell eight to ten people about their problem. One in five will tell 20.


?It takes 12 positive service incidents to make up for one negative incident,? Waller said. ?Seven out of ten complaining customers will do business with you again if you resolve the complaint in their favor. If you resolve it on the spot, 95 percent will do business with you again.?


Waller said these statistics speak to the importance of taking action. Often an employee perceives dissatisfaction in a customer, but chooses to ignore it and hopes that the problem will go away. However, if the customer then goes away with the problem, the customer will likely never return to the business. This trend is what hurts businesses more than anything.


?We don't have the ability to keep people that are already happy with our product,? Waller said. ?The average business spends six times more to attract new customers than it does to keep old ones. Yet customer loyalty is in most cases worth 10 times the price of a single purchase.?


The first step is recognizing tendencies toward bad customer service. But how do businesses improve their overall customer service? Waller offered some basic tips:


Like what you do


?If you don't love what you do Boston Bruins Jersey , get the heck out,? Waller said. ?If you love what you do, it will be evident and people will know it.?


People who have a bad attitude about what they do will reflect their attitude onto everyone around them, including customers. Like most everything in life, good customer service always comes back to attitude.


?If you believe your customers are a pain in the butt, guess what ? you're right,? he said. ?What you say Wholesale NHL Hockey Jerseys , what you do, and what you think are the same thing.?


Learn to adjust your perception


Because good customer service depends on a good attitude, a bad attitude will surely diminish any facade of friendliness. Waller recommends that employees analyze what is causing their negative outlook and make a conscious effort to change, rather than cover it up with a false smile.


?How do you change a belief of certainty?? Waller asked. ?You take out references and change it. Over time, it changes that belief system.?


Establish Rapport


Customers will do business with people they like. Employees gain this approval by establishing rapport, or a positive connection, with a customer. Rapport can be established by simple gestures such as calling a customer by their name Cheap NHL Hockey Jerseys , recognizing mutual interests, asking questions, and making eye contact. The customer instantly recognizes the employee as someone who cares about their well-being, and is more likely to do business with the company,


?Won't you spend more money to go to a car dealership where you've been treated well?? Waller asked. ?Develop a genuine interest in and admiration for your customers.?


So what happens when an employee doesn't establish rapport? The customer automatically meets that employee with more suspicion, which leads to distrust, which leads to potential conflict.


Avoid a standoff


Many times businesses find themselves locked in an argument with a complaining customer that becomes impossible to resolve. Waller said the way to prevent this is to avoid the argument in the first place. His advice is to step back Mark Stone Jersey , analyze where the customer is coming from, and form a solution from their standpoint, not yours.