There are four reasons you lose a customer.
- They no longer need products in your category.
- They are unhappy with your price.
- They are unhappy with your product.
- They are unhappy with the way they are treated.
Businesses usually tackle problems by addressing price, believing that it is enough to keep customers happy. But in fact, the major reason most customers are lost, according to the think tank the Database Marketing Institute, is really how they are treated.
What binds buyers to your company, the institute postulates, is the totality of the relationship. Price is a factor, but it is not the only one. Other elements include recognition, service, information, helpfulness, friendly employees, brand identity and product quality.
That makes Anger Management a pretty important tool for businesses. Certainly there are going to be difficult clients and challenging situations, but giving into anger instead of turning it around into a positive, is a surefire way to lose a client.
Certified Speaking Professional Becky McCrary is an internationally recognized expert on customer service and business communication. In this, the final part of the Unimaginable Service series, she addresses a problem each of us has had to deal with: losing our temper with a customer. And, more importantly, how to take volatile situations and turn them around – turning a confrontational customer into a client for life.
The essence of the Unimaginable Service series is understanding that outstanding service may be shared with one or two people, but bad experiences are often told to 20 people or more. Customers will talk about your service. The good news is you get to write the script.
In Part three you will learn:
- 7 ways to defuse anger
- How to turn difficult customers into partners
- What 10 mistakes you make that lead to stress
- 4 easy steps to take control, again
Want to catch up on the rest of the series? Parts 1 and 2 are available on-demand. Get information and sign up for all Becky’s on-demand and upcoming events.