At Shoppers, Inc. we are very passionate about great customer service, measurement and teamwork. The article below from Mark Sanborn about 3 Ways to Prevent Getting Fired by Customers and how to keep customers relates to our goals and passions. Hope you enjoy it!
In the most recent Five Friends post, “You’re Fired,” there is a common thread.
The situations and the kind of people or organizations who got fired vary greatly, from a landscaping company to a restaurant chain to a medical doctor.
The reasons for the firings vary, too. Some were triggered by something relatively small like a lack of responsiveness or food wrappers in backyard.
Others were caused by something significant like the lack for care for a patient’s needs and a nightmarish attempt to collect money that was owed.
What all had in common was this: each situation created negative emotion.
The deciding factor in business is usually how people feel about doing business with you, regardless of the product or service you provide.
When customers leave happy, they tend to come back.
When they leave unhappy, they tend to leave forever.
Make a customer angry enough and he or she will formally fire you.
Here are three questions to consider:
- Are customers happier when they do business with you? If not, what will you do differently?
- Are customers unhappier after they do business with you? If so, what will you do to change?
- What are you doing to teach your team how to create positive emotions and experiences and prevent firings?
Mark Sanborn, CSP, CPAE is president of Sanborn & Associates, Inc., an idea studio for leadership development. He is an award-winning speaker and the author of the bestselling books, The Fred Factor: How Passion In Your Work and Life Can Turn the Ordinary Into the Extraordinary, You Don’t Need a Title to be a Leader: How Anyone Anywhere Can Make a Positive Difference and The Encore Effect: How to Achieve Remarkable Performance in Anything You Do. His book Up, Down or Sideways: How to Succeed When Times are Good, Bad or In Between was released October 2011. To obtain additional information for growing yourself, your people and your business (including free articles), visit www.marksanborn.com.
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For more information contact Amy at Amy@InsightYouCanUse.com or 800-259-8551 x220