 No
News is Bad News!
Many
companies treat customer service as a necessary evil,
an afterthought, only needed if mistakes and problems
arise. This viewpoint is best reflected in the antiquated
mindset: ‘No news is good news!’
When it comes to customers, that’s bad news! Here’s
why:
If you have a customer who is happy and you do not give
them a chance to tell you, you lose one of the strongest
opportunities to increase customer loyalty. The need
to be internally consistent is a driving force in shaping
future behavior. In other words, if customers tell you
how and why they are happy, they are very likely to
repeat the behavior that caused them such satisfaction
– which was doing business with you!
And what if you have a customer who is not happy? Who
would you rather they tell all about it – you,
or your prospects, competitors and other customers?
Key Learning Point
Theodore Levitt
said it best: `One of the surest signs of a bad or declining
relationship with a customer is the absence of complaints
(or compliments!). Nobody is ever that satisfied, especially
over an extended period of time. The customer is either
not being candid, or is not being contacted.'
Action Steps
Contact a number
of your recent customers right away. Ask them for immediate
feedback on your service. If they are happy, your call
will make them happier. If they are not completely happy,
your call will give you a precious opportunity to make
it so.
Next Article in Customer Service Measurements >>
Only 'Top Box Quality' at Motorola
First Article in Customer Service Mindset >>
Leave This Place Better Than You Found It
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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