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2. Solicit the customer recommended action.

This is incredibly simple but ignored so often. Ask the customer what they would like you to do to make them whole again. Empower the customer with part of the solution. Make him part of the team, not an adversary. Remember, this guy is torqued off and he has definite ideas on what you should do as a remedy.

Customer recommendations are great for two reasons; first, making the customer part of the solution takes the edge out of their complaints, and second, you just may find answers that you weren aware of or that are less painful to your company than your solution would be. Businesses that excel in customer service solicit these opinions and, if at all possible, implement them. At least they listen.

Worstpractice companies reach for the rulebook and break out the magnifying glass, then call the soontobeexcustomer to the fine print that exonerates their company in the unlikely event that they fail to deliver on the promise. Lawyers tell the company that this is great; it saves the company from the downside. Well, lawyers are usually called in when a situation is spiraling out of control, not during the building stages of your business.

I dealing with a software vendor right now who has not delivered on the promise to my company. Oh, they tactically done most of the steps I suppose, but the perceived quality and value for the money is not there, and they know my company feels this way. Instead of asking me how to provide a remedy, they point me out to their contract, one to two pages of which talks about the deliverables for the project and four to five pages of legal, fineprint boilerplate that tells me stuff like how any hours spent past 30 minutes roll to another full hour. Ain that just peachy. They so worried about being compensated for every last minute that they don even see me pulling up my roots and taking the longterm solution to my business need right out the door to another company, blocking the former business from tens of thousands in future revenue for upkeep and upgrades.

A better example is my friend Tom at T Tire Co. in Kingston. He verbally quoted me (no legal document) an hour work to fix an electrical problem on my watercraft trailer lights a couple of years back. Three hours later it still wasn fixed. He apologized and asked me what to do, to which I responded that I like not to have to pay for 3 hours of labor on an unsolved problem. No hesitation, I was charged for hour of time. Now it cost Tom real time and money to diagnose this problem, but he didn pass it along to me because I didn think it was fair. Tom business makes about onethousand dollars per year directly from my wife and I, yet he was willing to part with a few hundred bucks easier than a software company that made 100 times that amount off my company in six months. I can tell you how much money Tom business has earned from my referrals and articles and sales CDs that talk about him in a positive light. I can tell you how many referrals the software company will get. Would you like to hazard a guess?

2. Solicit the customer recommended action.

This is incredibly simple but ignored so often. Ask the customer what they would like you to do to make them whole again. Empower the customer with part of the solution. Make him part of the team, not an adversary. Remember, this guy is torqued off and he has definite ideas on what you should do as a remedy.

Customer recommendations are great for two reasons; first, making the customer part of the solution takes the edge out of their complaints, and second, you just may find answers that you weren aware of or that are less painful to your company than your solution would be. Businesses that excel in customer service solicit these opinions and, if at all possible, implement them. At least they listen.

Worstpractice companies reach for the rulebook and break out the magnifying glass, then call the soontobeexcustomer to the fine print that exonerates their company in the unlikely event that they fail to deliver on the promise. Lawyers tell the company that this is great; it saves the company from the downside. Well, lawyers are usually called in when a situation is spiraling out of control, not during the building stages of your business.

I dealing with a software vendor right now who has not delivered on the promise to my company. Oh, they tactically done most of the steps I suppose, but the perceived quality and value for the money is not there, and they know my company feels this way. Instead of asking me how to provide a remedy, they point me out to their contract, one to two pages of which talks about the deliverables for the project and four to five pages of legal, fineprint boilerplate that tells me stuff like how any hours spent past 30 minutes roll to another full hour. Ain that just peachy. They so worried about being compensated for every last minute that they don even see me pulling up my roots and taking the longterm solution to my business need right out the door to another company, blocking the former business from tens of thousands in future revenue for upkeep and upgrades.

A better example is my friend Tom at T Tire Co. in Kingston. He verbally quoted me (no legal document) an hour work to fix an electrical problem on my watercraft trailer lights a couple of years back. Three hours later it still wasn fixed. He apologized and asked me what to do, to which I responded that I like not to have to pay for 3 hours of labor on an unsolved problem. No hesitation, I was charged for hour of time. Now it cost Tom real time and money to diagnose this problem, but he didn pass it along to me because I didn think it was fair. Tom business makes about onethousand dollars per year directly from my wife and I, yet he was willing to part with a few hundred bucks easier than a software company that made 100 times that amount off my company in six months. I can tell you how much money Tom business has earned from my referrals and articles and sales CDs that talk about him in a positive light. I can tell you how many referrals the software company will get. Would you like to hazard a guess?