Ever dream of having many loyal customers ? All business owners do. Then take a look at your customer service. Too often, customer relations play a pivotal point in attracting customers.
But many business owners seldom do they make real effort towards this end. Most of them treat customers as a pain in the neck, or as a burden they have to bear. But yet, good customer service is nothing more than listening to what's bugging them.
I learned the lesson one day when it was office closing time. I was in a hurry to go home. But to my dismay, a walk-in customer, grumpy old lady in her late 30's, approached my desk and asked questions.
" Do you accept pet advertising?" she asked. " I would like to place an ad regarding my favorite poodle. He got lost this morning."
I was tempted to dismiss her but something in me held back.
" Ma'am, " I answered her as solicitously as I could, "we are in a magazine business and we only accept consumer product ads. However, I am willing to hear out your story..."
She sat on the chair and plunged ahead with her lost pet story. It was apparent she was agitated and inconsolable. I listened to her until she finished her narration.
" Here's what I will do, Ma'am, " I told her. " I will contact a friend who works in the daily newspaper. They accept missing pet ads there. As soon as I contact him, I will let you talk to him so that you two can discuss about ad fees, OK?"
She gratefully smiled and I did as I promised.
A week later, she visited our office and particularly requested that she speak to me.
" I found my lost poodle, " she beamed. " I drop by to thank you for your help and also to make 100 magazine subscription to your magazine..."
I gaped in disbelief. While our marketing people can hardly solicit 10 subscriptions for a month, here I was with 100 subscriptions for five years.
All because I took the time to listen and resolved her problem.
Read more...
