So do we really need a study
to find out if it is cold outside?
I have had many Training Classes where we discuss Customer Satisfaction.
I am amazed at the money spent.
Think how easy this is...
The manager gets a survey that a customer is not happy, what does he do?
Generally the first thing he does is start making decisions for the customer.
Maybe he calls the customer and offers something for "Free" to fix the problem.
What is funny is we may still
not know the problem.
As an industry we forget to ask a simple question, "what or why" was the issue?
The customer may not even want the "free" item that we throw their way.
What they want maybe someone
to listen to them.
Could they help us solve other issues?
We just have to ask..
So next time you talk to a customer, ask them what they really want before you start trying to buy their happiness.
Have a great attitude and a great day!
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