Drug testing

When a Customer Has Done Everything to Get Your Goat

You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.

So, why is it that every once in a while there's a customer who insists on totally, absolutely and completely pissing you off?

How long is a string?

There are some questions, the answers to which, will always elude me. Are you with me on this?

I received an email message from a customer who must have not only have awoke on the wrong side of the bed, but must have also found himself in the wrong bed, in the wrong bedroom, in the wrong house, on the wrong block, in the wrong city, and in the wrong life. As I read this message, I was seething with anger -my hands literally shaking.

Wanting to somehow reach through my ethernet connection to find the neck attached to the head of the person who could be so rude was my first priority.

What do you do at this point? How do you satisfy the irrational?

ANSWER: You don't.

Romans 12:20 says, "If your enemy is hungry, feed him; if he is thirsty, give him something to drink. In doing this, you will heap burning coals on his head."

This is what I attempted to do in my reply to Mr. Disgruntled. Here's a formula that you can use; and if you do this, the satisfaction will outweigh - many times over - the anger you initially felt.

Step 1: Stop. Close the email. Put down the poison mouse and walk away.

Step 2: Consider the situation carefully. Can you imagine a time and place where you might have blasted someone in the same way? Is there even the tiniest hint of legitimacy to the claim of this angry customer? Things aren't always as you might perceive them. There are always multiple sides to every story. Does this condone abusive behavior? Of course not.

Now, if the answers are "no, No, and NO, this is unjustified", stick with this formula anyway. When you've done what's right, you'll be the bigger person and your self image will be elevated.

Step 3: Now that you've cooled off, draft your reply. Answer question, comments and complaints with cool and exacting detail. If the complaint is a product problem, test it. Also understand that with the proliferation of different computer operating systems, your test results may not match the results of others. Explain only what you know for certain (this version of this software on this operating system with this service package, etc.) Keep an open mind that your experiences are not always shared by others.

Step 4: Spell and grammar check your message. This might seem like a funny thing to include here, but haste leads to errors and errors can erode the potency of your reply.

Step 5: Print your message and read it out loud to yourself. Is it coherent? Have you addressed everything? Is your reply laden with sarcasm, anger or spite? If yes, Start Over.

Remember, you provide awesome customer service and will not be shaken by small minds or ill tempered customers.

Step 6: Sign your message. This is the last thing that the customer reads and if you blow this, everything said prior will have little or no meaning. Leave them no doubt that you are, above all else, a professional.

Step 7: Click send.

Yow! That feels good.

Two additional options that you may consider are...

Option 1: Call the customer if you can find their phone number. You'll be blown away at how attitudes change instantly when your customer hears your voice live at the other end of a phone connection. It's miraculous.

Option 2: Refund their money instantly. Cancel their membership. Remove every trace of their contact information from your mailing lists. AND MOVE ON WITH YOUR LIFE. In some cases this is the prudent thing to do. You won't please everyone, and 14 different email messages over the course of 8 days isn't worth the $19.95 sale. Cut bait and run.

You try to make your customers happy. You sincerly WANT them to be pleased with your products and service. You go out of your way to provide quality and integrity in everything you do.

Outstanding! Keep up the good work.

Copyright 2005 Ron Hutton

Ron Hutton is a 20 year sales and marketing veteran with a passion for coaching and training. Subscribe to "GoThrive Online", for big juicy marketing tips in small, easy-to-chew, bite size servings. 17 Free Cool Tools... http://www.gothrive.com

limousine chicago service
In The News:

Importance of Good Customer Support in Online Computer Peripherals Shops

Looking for hi-fi computer peripherals? Finding it tough to decide... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

Customer Service Is More Than Just Being Nice To People

Many organizations tackle to the issue of customer service by... Read More

Have You Hugged a Customer Today?

It all started a couple of weeks ago when a... Read More

Handling Customer Complaints

Even the best business will receive an occasional customer complaint.... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

Find Out Where Your Firm Stands in Today?s Customer

Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

4 Tips Toward Overcoming Bad Customer Service

Customer service is the pits, you say. You are not... Read More

Doors by Catering to Your Clients

Clients? they are the most important influence in the success... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Raising The Bar For Online Magazine Subscription Services And Customer Service

After years of flying below the radar in the magazine... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front... Read More

The Importance of Good Customer Service

Do you have good customer service? Even for your free... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

The Death of the Loyal Customer

One of my classes in management focused on the repeat... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Basic Levels of Consumer Integrity that Presently Permeates Society

Reality is not always pretty. But here is a tad... Read More

led street lighting fixtures led parking lot lighting Pete's produce ..