When was the last time you experienced incompetence in business?
Incompetence in business can be extremely frustrating. Every day, we interact with other businesses and there is a chance we are wronged. How does that company make it right? How do you feel after the process is over? In most businesses the customer is always right rings true, but, sadly, in others, it does not. In the #CJJblog this week, I wanted to give you some tips on how to keep the customer happy, even after a level of incompetence has been displayed. Enjoy.
- Be proactive. Not reactive. Always think ahead in business. What could go wrong? Be prepared with an execution plan for the worst case scenario.
- Be responsive. Especially when incompetence has been displayed toward a customer, ignoring them can create a poor experience. A good rule of thumb is to make sure you respond to inquiries within 24 hours.
- Don’t overpromise. Instead, under-promise and over-deliver. Always follow through on your word and do what you say you are going to do. There is nothing worse as a customer than to be let down.
- Thank the customer. Even for the little things. Thank them for their business, their time, or anything they give you with a note or your words. It will help tremendously.
- Be efficient. Have systems in place to handle every situation. Assign roles to employees to accomplish the task at hand. How efficiently does your business operate?
- Be on time. Especially when an appointment has been set. Make it a priority to not only be on time, but be early to meetings or calls. Be respectful of others’ time.
Did You Know? Coach Jim Johnson didn’t even get his $50 back on the initial insurance package he purchased with USPS because nobody in the customer service department told him it had to be claimed within 30 days?
Life Tip #7: Treat everyone like a million dollar client