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7 simple steps to help you resolve complaints and delight your customers
I've recently been working with a small business close to where
I live. It's an accountancy practice. It's a great little
business. Super people, working very hard and really trying hard
for their customers. However, every once in a while they...
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Improving customer service starts at the top - with us owners and managers. We need to be living pictures of how we want our staff to treat customers. Having 10 plus years operating, owning and working in the food business and being a...
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Be Your Own Customer
Do you actually use your own product or service to see how
well it works? I am constantly amazed at the number of
products that are simply "unusable" for one reason or
another.
For example, we purchased a large spill-proof water bowl to
bring in the car when we take the dogs. For $30, it ought
to work(!), and it does.
But...
It is nearly impossible to remove the lid for cleaning. It
is very well made of heavy plastic, with a perfect 'snap'
fit. Oh, the illustration shows that it CAN be removed but
not HOW, so if there is some special trick to it, I have no
way of knowing. I believe that it is not possible to remove
the lid without hurting yourself or the plastic.
Don't these people use their own product????? If they did,
they would know of this major shortcoming.
I am also reminded of a brush that my wife purchased for
cleaning out the tubs that we use for the horses. They have
little tiny handles which are actually loops molded into the
plastic, but who has hands that small? You'd never get a
10-year-old to do that kind of work! We both end up with
scraped or sore knuckles every time we use it. Again, don't
these people use their own products? Maybe they are made in
Japan, where people tend to be smaller, but even that's no
excuse in my opinion.
Which brings up an exception to my caveat; if you would not
be considered to be part of the market for a product, you're
off the hook! You, personally, that is. But you still need
to make sure that your products are usable by those for whom
they are intended.
And while
we're at it, do you ever call your business to see
how it sounds? It amazes me how large corporations spend
millions of dollars trying to create an image of quality and
caring and then hire someone at minimum wage to answer the
phone. Then, when you call, it sounds like they're annoyed,
or they are rude as they connect you. What about your music
on hold? Is it too loud? Is it too soft? If it is a radio
station, IS IT TUNED IN PROPERLY?????
Maybe you have a recording for your customers to hear. Is
it a good quality recording? Is the meaning of the message
clear? Do your callers have to listen to more than they
need to? I am constantly annoyed when I call the local
movies and have to sit through a description of their
location. I think that most callers to a theater are
regular or local callers who already know where it is; how
about putting that information at the END OF THE RECORDING
so the only ones who need it have to hear it? Or make the
directions an option: "Press '1' for directions".
This is starting to sound like a rant. (!) My point is
this… THINK FROM YOUR CUSTOMER'S POINT OF VIEW. Use your
product or service as they would. Call and deal with your
business as they would. Do you like what you get? If not,
fix it.
About the Author
Dave Balch generated over $5 million from his home-based
business.
Visit http://www.TheStayAtHomeCEO.com to
sign-up, for information on speaking services, or for copies of
past articles and newsletters. Comments and/or questions are
always welcome at 1-800-366-2347 or Dave@DaveBalch.com.
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