In continuation to the post on Friday.
Communication is the key…Let’s face it, when running any type of business things will go wrong at some point. It is very frustrating for a customer to not know what is going on. Have you ever sat at home waiting for a repair person who never shows up? Have you ever called to find out where they are and then you were abruptly told that they are not coming the day you were expecting them and instead are coming the following day? How a business responds to mistakes will make a huge difference in what a customer thinks of that business. Never make your customer call you. If you know there is a problem or mistake, call them first. Own your mistake! You will gain respect in your honesty. All consumers expect problems at times. The important key to remember is that if you communicate well with your customers, they will believe that you care about their needs and in turn will continue to provide your
company with business.
Mistakes need apologies….Customers are human and will accept a mistake if they are treated with respect afterwards. Competition is strong in every industry. Companies who show customers respect will quickly differentiate themselves from other companies who do not. Respect comes from the top. If managers respect their employees, employees are more likely to respect their customers.
Remember, respect, great employees, great products and great prices = return customers!
