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Are Nice Customers Ruining Your Business
Written by: Susan RegierArticle Overview: There’s a classic statement about customer service that continues to find new audiences in many to whom I deliver customer service training.
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Are Nice Customers Ruining Your Business
There’s a classic statement about customer service that continues to find new audiences in many to whom I deliver customer service training.
It raises all too common laughs of recognition, because it’s about how most of us react to bad service ourselves. And yet so many businesses continue to run as if the thoughts it expresses had never occurred to them.
So here it is again – original source unknown:
“I’m a nice customer. You all know me. I’m the one who never complains, no matter what kind of service I get.
“I’ll go into a restaurant and sit quietly while the waiters and waitresses gossip and never bother to ask if anyone has taken my order. Sometimes a party that came in after I did get to order first, but I don’t complain. I just wait.
“And when I go into a store to buy something, I don’t throw my weight around. I try to be thoughtful of the other person. If a snooty salesperson gets upset because I want to look at several things before making up my mind, I’m just as polite as can be. I don’t believe that rudeness in return is an answer.
“I never kick. I never nag. I never criticize. And I wouldn’t dream of making a scene, as I’ve seen some people do in public. I think that’s uncalled for. No, I’m the nice customer. And I’ll tell you who else I am. I’m the customer who never comes back!”
The lesson in this story is clear. We all need to put ourselves in the customer’s shoes on a regular basis.
This month, why not do a review of customer satisfaction with your business? Ring three of your most important clients, and ask them how you could improve your service to them.
Then ring three clients you haven’t heard of for a while (i.e. more than 90 days), and ask for feedback on the last service you delivered. It’s amazing what results 6 phone calls can produce.
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- Hi David,
To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience".
Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
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2. The Big Book of Small Business: You Don't Have to Run Your Business by the Seat of Your Pants, by Tom Gegax. Ditto.
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Re: Unions Ruining America?
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This is awesome - at some point today I'm going to need to modify my profile and add this stuff.
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Re: Hello From Mr.Ven
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Nice to see the welcome messages. Bits about me, i am doing busy with my day job and recently jumped into this online biz domain. Now i am exploring the internals of Internet biz, marketing, seo etc.
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Moreover I am dreaming/aiming to become a successful entrepreneur online.
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