Results 1 to 10 of 10

Thread: Business thought for the day ....customer related

  1. #1
    Join Date
    Jun 2008
    Location
    GTA Ontario Canada
    Posts
    12,262

    Business thought for the day ....customer related

    Think on these words when next you deal with an unhappy customer or even in personal relationships there may be gold in them there squeeks.

    I quote from an article i recieved.

    "Learn to Appreciate the “Squeaky Wheel”


    We all love positive feedback. No wonder we prefer to spend more time with clients who make us feel good about ourselves and our business relationship. Our happiest customers affirm the way we do business, the product or service we provide, our sales skills, and our value as human beings. We are drawn to them like moths to the flame.

    In contrast, unhappy (read: demanding) customers make us uncomfortable. Every reward happy customers provide is withheld by clients whose expectations have somehow not been met. But if we can look beyond our own discomfort in dealing with dissatisfied customers, we can see their insights as valuable sales training resources. These customers tell it like it is. They keep us honest. They keep us on our toes. They point out where we are falling short in comparison to the competition, and what we and our company need to do to improve.

    We all have at least one “squeaky wheel” customer – the individual who habitually complains, pointing out our flaws and our mistakes at every opportunity. These customers seem to command a disproportionate amount of our time and energy. This stress in the relationship even translates into organizational stress within our own company.

    It is tempting to dismiss this feedback because we are afraid, or because we just dislike negativity. But this is a poor strategy, because by the time our fear subsides, we may have lost opportunities or accounts. In fact, it is when customers don’t care enough to complain that we are in real trouble.

    Clients complain because they need a change. Isn’t that exactly the signal we should be looking for to improve sales performance? Those squeaks can become our compass and set us on the right path, providing early warning for issues that could become catastrophic down the road – not only for this account, but for the accounts of our comfortable customers who may not want to rock the relationship boat… yet.

    In both our personal and professional lives, adversity can bring growth and positive change. It’s difficult to see, much less appreciate, while you are experiencing it. But in hindsight, the hurdle-turned-springboard is so obvious! Instead of avoiding unhappy clients or rationalizing why their insights are wrong, we should embrace their criticism and use it to its full potential.


    Easy to say but powerful to do.
    cheers

  2. #2
    Join Date
    May 2007
    Location
    Kansas City, Missouri
    Posts
    13,454
    Good read...and advice.
    Darren

    To a small child, the perfect granddad is unafraid of big dogs and fierce storms but absolutely terrified of the word “boo.” – Robert Brault

  3. #3
    Join Date
    Dec 2007
    Location
    Billings Missouri near Springfield Mo
    Posts
    4,552
    That hits it right on the head...........Good post Rob
    A Turn N Time
    Components for John Smith Organs and the Hobby Organ Builder

    Frog Pond Guitars


    Before you criticize someone, you should walk a mile in their shoes. That way, when you criticize them, you're a mile away and you have their shoes.

  4. #4
    Join Date
    Oct 2006
    Location
    ABQ NM
    Posts
    30,020
    There are a few points in that article that I'd like my boss to consider. (He's not quite the people person I am when it come to dealing with demanding customers.)
    When the going gets weird, the weird turn pro. - Hunter S. Thompson
    When the weird get going, they start their own forum. - Vaughn McMillan

    workingwoods.com

  5. #5
    Join Date
    Jun 2008
    Location
    GTA Ontario Canada
    Posts
    12,262
    Well Vaughn this gives you the opportunity to put it in front of him and open the debate about the topic.

    But i could also understand your boss having a outlook contrary to the articles outlook when you dealing with the super wealthy. They dont all like parting with their cash That could cause anyone to be testy at the best of times.

    sent from my Atrix
    cheers

  6. #6
    Join Date
    Oct 2006
    Location
    ABQ NM
    Posts
    30,020
    Quote Originally Posted by Rob Keeble View Post
    ...But i could also understand your boss having a outlook contrary to the articles outlook when you dealing with the super wealthy. They dont all like parting with their cash That could cause anyone to be testy at the best of times...
    He has a degree in art, so he has some fairly strong opinions about things like picture placement in a room, or what pieces may or may not work well together. Although his opinions are usually right, sometimes he's not as tactful as I am when it comes to persuading the customer to go with our suggestions. He truly wants the customer to have a good-looking end product, and sometimes what the customer wants would look bad. The trick is to explain to the customer why our suggestions are better. Convince them to agree, don't just tell them they're wrong. That kind of thing is something I honed for years doing customer tech support in the software business.
    When the going gets weird, the weird turn pro. - Hunter S. Thompson
    When the weird get going, they start their own forum. - Vaughn McMillan

    workingwoods.com

  7. #7
    Join Date
    Nov 2006
    Location
    Between Aledo and Fort Worth, TX
    Posts
    2,784
    Good quote. Mind if I ask where I could find the entire article? Jim.
    Coolmeadow Setters...
    Exclusively Irish!
    Home of Irish Setter Rescue of North Texas
    When Irish Eyes are smiling, they're usually up to something!!
    At a minimum, I'm Pentatoxic...but most likely, I'm a Pentaholic. There seems to be no known cure. Pentatonix, winners of The Sing Off, season 3


  8. #8
    Join Date
    Jun 2008
    Location
    GTA Ontario Canada
    Posts
    12,262
    Jim that was it, just a snippet from a newsletter i get from a large corporation involved in customer all sorts.
    cheers

  9. #9
    Join Date
    Feb 2007
    Location
    North West Indiana
    Posts
    6,099
    Good points and article. I never thought of a complaining customer as a need for possible change. Fed the calves differently a couple of years ago and they weren't as tender. I finally asked my customers their thoughts, some stated it was the same and delicious, others agreed not as tender. All customers returned the next year, gave them a nickle off for returning and then this past year had to raise prices across the board and there were no complaints as the product had returned to being tender as I changed a few more things for the better.
    Jon

    God and family, the rest is icing on the cake. I'm so far behind, I think I'm in first place!

    Host of the 2015 FAMILY WOODWORKING GATHERING

  10. #10
    Join Date
    Nov 2006
    Location
    Delton, Michigan
    Posts
    17,475
    Quote Originally Posted by Vaughn McMillan View Post
    The trick is to explain to the customer why our suggestions are better. Convince them to agree, don't just tell them they're wrong. That kind of thing is something I honed for years doing customer tech support in the software business.
    so that is why you always say nice things to us your playun your own game
    If in Doubt, Build it Stout!
    One hand washes the other!
    Don't put off today till tomorrow!

Similar Threads

  1. Japan related. Mostly for Stu
    By Frank Fusco in forum Off Topic Discussion
    Replies: 0
    Last Post: 11-03-2014, 05:09 PM
  2. This ain't CNC related but...
    By Toni Ciuraneta in forum Computer-Aided Equipment Project Showcase
    Replies: 6
    Last Post: 02-10-2014, 01:26 AM
  3. Beverage Related
    By Don Orr in forum Lathe Project Showcase
    Replies: 8
    Last Post: 02-07-2014, 04:00 PM
  4. And I thought I knew how she thought...
    By Ned Bulken in forum Off Topic Discussion
    Replies: 7
    Last Post: 09-13-2011, 01:15 PM
  5. Jonathan - Related to you?
    By Rennie Heuer in forum Shop Tours
    Replies: 1
    Last Post: 06-11-2011, 05:32 PM

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •