A Question for Companies
When do you say yes to angry customers? After they’ve complained once, yelled angrily at the top of their lungs, threatened to write the newspaper, told 20 of their friends?
If there is a line where no turns to yes, does it really make sense? If you were going to say yes eventually wouldn’t it be best to say yes early on? Is there value in helping your customer avoid an aneurysm?
Lately I’ve been shaking my head over certain policies. Ones that make customers red in the face before finally satisfying their request.
It’s time to stop hiding behind policy and start respecting customers for what they are, a valuable and integral part of your business.
Hey you Customers!
For those of us that are customers (all of us), we are gaining power. We have communications tools to reach an audience (facebook, blogs, twitter) . If you’re being treated unfairly speak up! Put the issue out in public and see how the company deals with it. I did it with Fido with great success. You can too.
Here’s a great site focusing on people powered customer service .
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