It is important to
be honest with customers
when things go wrong....
mistakes happen.
Do NOT make excuses
Just correct
the problem as quickly
as possible.
Studies have
shown that if a problem
is resolved in a timely
fashion, the
client actually
develops a stronger
loyalty than before the
problem
occurred.
Review how
you currently handle
problems or complaints.
What is working? What
is not?
Do not
assume these answers. Go
to those individuals who are
handling
these situations.
Get your information
from those who deal with your
clients
on a daily basis.
Follow-up
with clients who had
complaints or problems.
Are they
happy with the way it was
handled?
Stay in
touch with your customers on a
regular basis.
Customers
want to know that they are
important. This gives
you the
opportunity to check on
satisfaction,
increase their total relation
ship,
and pick up warning signs.
Remember: the
"war" to keep a client begins
after the sale.
