I don’t want to sound like a whinger, whiner or the other w….er word..
I just got off the phone from a bookshop down in Perth… run by a certain Government Television and radio company beginning with A.. and ending in C..
Yesterday we went down to the City to exchange a couple of DVD’s and books my wife got me for my birthday.. She liked them but they really weren’t my style..
COMEDY TURNS SERIOUS
(You’re about to get an insight into my warped mind now…. so bolt yourself in..)
I needed a bit of Comedy so I exchanged them for ‘Graham Kennedy’s Coast to Coast’ and Series one of the ‘The Flight of the Conchords’.
I was so keen to watch ‘Flight of the Conchords’, so last night, when I went to open it… the lovely fellow in the store had forgotten to take out the red security device which means I can’t open the box to watch the DVD.
I just got off the phone asking them ‘how do I open the box?’
The answer… ‘You can’t… You have to come back down the City to get us to open it..’
I tell the lovely fellow I am not so happy with that idea…
He says.. ‘well that’s bad luck… if you want to watch the DVD, that’s what you’ll have to do…’
So now I am in self therapy..
Denial… anger… bargaining.. frustration.. depression… acceptance… maybe I’ll even get to New World View here..
You might say… ‘Lighten up Leigh… it’s just a trip down the City… enjoy the train ride… its only half a day out of your life..’
Having spent the last 20 years teaching Sales and Customer Service Skills to people I get just a little p….ed off when I see nit wits still not aware that customer service.. how you treat a complaining customer… how you treat someone ringing up with a problem.. is a golden opportunity to win a raving fan..
THE SCIENCE OF CUSTOMER SERVICE RECOVERY
Years ago the ANZ did a study which found several important stats worth noting:
1. 67% of people defecting as customers had experienced multiple problems before they stopped doing business with the company (they had a ‘straw that broke the camels back’
2. 85% complained before they left – but little or nothing was done to try to resolve the complaint (just like my fellow at the A..C Shop)
3. 65% were not happy with the complaint outcome that was attempted (it reminds me of the time in a restaurant where they offered us free bread when the meal was completely stuffed up..)
4. 46% were never asked why they stopped doing business with the company
Yet the same study showed:
1. a customer who has their complaint dealt with successfully is 300% more likely to refer that company to friends.
That is, when you train your people to become champions at resolving customer complaints and upsets, not only are they 60% more likely to buy again from you, they are 300% more likely to tell their friends and in fact, become an advocate for your business.
Complaints are an opportunity to create a raving fan..
Our friend at the A…C Bookshop has not be taught this lesson..IT’S NOT HIS FAULT… HE HASN’T BEEN TRAINED, DRILLED, RETRAINED, RE-DRILLED, TRAINED AND REDRILLED AND MANAGED SO THIS SHOULD HAPPEN IN HIS SLEEP..
I did a quick search on Google on Customer Complaints and came across a web site that was asking people for stories of bad customer service experiences..
They had shut the page down because they were overwhelmed with waves of negativity..
So I gather there is still much to do in the field of Customer Service training and management.
I have in fact recorded a video on the 7 Steps to Successfully Resolving a Customer Complaint and Creating a Raving Fan..
Anyway.. here is the the video if you’re interested. I originally recorded it for the Hospitality Industry but it works for any industry..
Get your team to check it out too..
FRIEND TELLS ME TO STOP RIPPING PEOPLE OFF BY NOT TELLING THEM THIS…
By the way, one of my old friends and mentors told me recently how much he enjoys our video blogs.. but reminds me to let people know if they want more of where that information comes from, make sure you get yourself the $697 worth of information in our Free Gift from Blue Rocket… Click Here if you want to get hold of it … $697 for only $15 shipping…
By the way.. one more stat…
“On average the unhappy customer tells 11 other people about the experience. Each of these people on average tells another 5 people. This means a total 66 people hear about one person’s problem!”
Will keep you posted how this story finishes up…