Love,Your,Irate,Customers,Love marketing Love Your Irate Customers
Automation technologies represent a fundamental aspect of any modern industry. The major types of industrial automation solutions, such as DCS, PLC, SCADA, and MES, are used on a large-scale in process and discrete industries.DCS technologie Awhile ago, I got an email from one of the "gurus" I follow and it shocked me. The gist of it was this person wanted to trade services for a household item.To say it floored me would be an understatement.What was worse was a few days later t
Love Your Irate CustomersCopyright 2002 lessworkmoremoney.com By Armand Melanson Everybody hates the nit-picky customer who is never pleased.When an irate customer emails or comes in to tell you how badyour service or products are, you want to let them have it rightbetween the eyes right? Well don't do it. Love your irate customers. They're one of thebest things that can happen to your business because they tellyou exactly what 100 other customers are thinking but haven'tsaid. For every complaint you get, many more people likely felt thesame but didn't say anything about it. So when a complainermakes their views known, perk up your ears. They are about to doyou a big favor. Even if you think the complaint is unjustified or outrageous,don't react. Listen. Ask questions. Find out as much as possibleabout what was unsatisfactory about your product/service. Takethe comments of every dissatisfied customer with the utmostseriousness & concern. Of course, there are limits to what anyone should take:abusive hreatening language or behavior should not betolerated. But 99% of complaints don't come in that form. Most customer complaints give you the very feedback you need tomake your business better. When dealt with properly, complaintsgenerate enhancements of your products & services. Furthermore,a well handled complaint will often turn the complainant into anally. Let me illustrate. I often use popups to ask visitors why theydidn't buy at my website. Here's the response I got from one guy( we'll call him John Doe ): "Too many gimmicks on the net. I didn't even bother to read.Plus I make it a habit to not buy from ANY site that usespopups. I believe in MY CHOICE of what I click on and choose tobrowse! Plus you don't even know how to make popups come to thefront of the screen. They remain hidden behind until you startto shut down. Get a new profession." John Doe My 1st instinct was to tell John Doe to get bent. But I didn't.I instead sent him an article on how popups can generatesignificant revenue for a website. I also sent him some info onthe benefits of my e-marketing "how to" product. Remember this guy had just been to my site & was not only notinterested in buying, but he went out of his way to tell me thatI was an idiot (in so many words). Here's his next email: "Armand, as you know, I was the jerk that wrote you a notetelling you that I did not buy from sites that used pop-ups. Whoops!!!! After your personal email back to me with all theinformation as to why I should, and also your convincing moneyback guarantee, you had convinced me I had nothing to loose! Ibought. Then paypal didn't get my order to you correctly, and 24hours later, I fired off another email, which again, got me apersonal reply. Well, to make a long story short, I've learned more in oneevening with your material, found more suppliers that interestedme, and am convinced that anyone would nuts not to buy yourinformation. I too have been searching the internet for aboutthree years, and am convinced that if I can't make my share ofthe bucks with this info, it can't be done. Thanks for thepersonal attention to all my needs!" John Doe So from an initially negative situation, I got 2 positiveoutcomes: 1) I made a sale2) I got a killer testimonial for my website So when your customers (potential customers) start heaving thelemons your way, send them back glasses of fresh lemonade. Itmay do more good than you think... Article Tags: Irate Customers
Love,Your,Irate,Customers,Love