Comments on: If it’s broken, tell them. http://www.serviceuntitled.com/if-its-broken-tell-them/2008/12/29/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: David V. Greis http://www.serviceuntitled.com/if-its-broken-tell-them/2008/12/29/comment-page-1/#comment-874159 David V. Greis Wed, 07 Jan 2009 17:36:35 +0000 http://www.serviceuntitled.com/?p=920#comment-874159 The facts are that almost 90% of customers who leave a business will never communicate the reason for leaving. Because of this deficiencies are never revealed and more customers leave as a result. The very best thing any customer can do is voice their displeasure when something goes wrong and nicely let the company know why you are displeased. Do it in a nice way and chances are changes will be made. All companies wish to make their customers happy so they will remain customers. So the next time something goes wrong, spend a few minutes and let someone know. But do it nicely. The facts are that almost 90% of customers who leave a business will never communicate the reason for leaving. Because of this deficiencies are never revealed and more customers leave as a result.

The very best thing any customer can do is voice their displeasure when something goes wrong and nicely let the company know why you are displeased. Do it in a nice way and chances are changes will be made. All companies wish to make their customers happy so they will remain customers. So the next time something goes wrong, spend a few minutes and let someone know. But do it nicely.

]]> By: Service Untitled http://www.serviceuntitled.com/if-its-broken-tell-them/2008/12/29/comment-page-1/#comment-869137 Service Untitled Thu, 01 Jan 2009 04:04:36 +0000 http://www.serviceuntitled.com/?p=920#comment-869137 Bill, Exactly. Being transparent and specific are essential to building trust and developing a positive relationship with your customers. Thanks for your comment! Bill,

Exactly. Being transparent and specific are essential to building trust and developing a positive relationship with your customers. Thanks for your comment!

]]> By: Bill Hogg http://www.serviceuntitled.com/if-its-broken-tell-them/2008/12/29/comment-page-1/#comment-867543 Bill Hogg Tue, 30 Dec 2008 14:06:32 +0000 http://www.serviceuntitled.com/?p=920#comment-867543 I agree, honesty is the best policy, since it is foundational to building trust. Another way to further build this trust and confidence is to commit to a specific time frame for an action to be completed. In this case, giving a specific commitment for the return call versus "as soon as I hear back from them". Even if it is "we are still working on a solution", the fact that you provided a specific time frame gives them a feeling of control over the situation and builds trust. I agree, honesty is the best policy, since it is foundational to building trust. Another way to further build this trust and confidence is to commit to a specific time frame for an action to be completed.

In this case, giving a specific commitment for the return call versus “as soon as I hear back from them”. Even if it is “we are still working on a solution”, the fact that you provided a specific time frame gives them a feeling of control over the situation and builds trust.

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