Comments on: Turning Bad Customers into New Business http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/ Michael Gray rants on SEO the internet and media Sun, 25 Oct 2009 18:58:50 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: theMarketingCard http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/comment-page-1/#comment-11464 theMarketingCard Mon, 25 Sep 2006 13:40:46 +0000 http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/#comment-11464 Retail has changed. People take advantage of customer satisfaction policies, price match policies etc. Retail has changed. People take advantage of customer satisfaction policies, price match policies etc.

]]> By: Hawaii SEO http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/comment-page-1/#comment-11432 Hawaii SEO Mon, 25 Sep 2006 05:47:52 +0000 http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/#comment-11432 Wow! Scary... Christoph is a cool dude. It sucks that a chain reaction like that can happen. Luckily, Greg and his team are right on top of it from my experience. I had a very small problem once and they solved it right away. It was great. The trick is to give people the authority to make judgement calls. Seth Godin posted about a customer service experiment he was involved in. http://sethgodin.typepad.com/seths_blog/2006/08/what_should_sta.html "We ordered a milkshake and a Big Mac. Ate half the Big Mac. Drank half the milkshake. We put the Big Mac remainder into the milkshake cup and went to the counter, "I'm sorry, I can't drink this shake, there's a Big Mac in it." They gave us a new one. Why? Because McDonald's didn't want counter people making decisions about who to say "no" to." Robotic employees like that are can be a real problem if you train them to follow procedures and don't give them authority to kick the guy out if he's being a jerk or solve a problem if the he has a legitimate complaint. I hate responses like this. "I need to ask my manager if my brain can be used to help solve your simple problem." In these cases... The answer is usually a big No. Wow! Scary… Christoph is a cool dude. It sucks that a chain reaction like that can happen. Luckily, Greg and his team are right on top of it from my experience. I had a very small problem once and they solved it right away. It was great.

The trick is to give people the authority to make judgement calls.

Seth Godin posted about a customer service experiment he was involved in.
http://sethgodin.typepad.com/seths_blog/2006/08/what_should_sta.html

“We ordered a milkshake and a Big Mac. Ate half the Big Mac. Drank half the milkshake. We put the Big Mac remainder into the milkshake cup and went to the counter, “I’m sorry, I can’t drink this shake, there’s a Big Mac in it.” They gave us a new one.

Why?

Because McDonald’s didn’t want counter people making decisions about who to say “no” to.”

Robotic employees like that are can be a real problem if you train them to follow procedures and don’t give them authority to kick the guy out if he’s being a jerk or solve a problem if the he has a legitimate complaint.

I hate responses like this. “I need to ask my manager if my brain can be used to help solve your simple problem.” In these cases… The answer is usually a big No.

]]> By: tony rocks http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/comment-page-1/#comment-11426 tony rocks Mon, 25 Sep 2006 03:20:46 +0000 http://www.wolf-howl.com/ideas/turning-bad-customers-into-new-business/#comment-11426 Good customer service is key, but man, it sure is difficult to keep your cool when some people are spittling away screaming about how much of an idiot you are for bringing out a mixed drink that was shaken instead of stirred. Seriously though, it is sad that it seem that more and more people do not respect "the old man" anymore and would rather say "up yours!" to the customer since they are only getting paid pennies. Good customer service is key, but man, it sure is difficult to keep your cool when some people are spittling away screaming about how much of an idiot you are for bringing out a mixed drink that was shaken instead of stirred.

Seriously though, it is sad that it seem that more and more people do not respect “the old man” anymore and would rather say “up yours!” to the customer since they are only getting paid pennies.

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