Author : Richard Arnold
Research indicates that the majority of dissatisfied customers don't bother to complain. They simply vote with their wallets and go elsewhere. So when a customer DOES complain, it's a golden opportunity to make a positive impression and keep a customer for life. A customer who complains still wants to do business with you, if you can make things right. This is the time to thank him or her for giving you the chance to make things right and assure them that you want to do everything you can to make them happy again.Can you imagine how a complainer feels when they open a "Thank You" card from a representative of a company they just ripped to shreads? That one simple card could make the difference as to whether that customer remains a lifetime customer or not. And a lifetime customer could mean thousands of dollars in sales.In today's fast-paced, hectic world, old-time courtesies like saying "Thank You" or "We Apologize" can really make you and your company stand out from the competition. The little things are what sets you apart. It's the little things that make people remember you and your company. And it takes so little time but the rewards are huge. Start turning complaints into opportunities to build customer loyalty.Richard Arnold is the owner of Key Concept Services, Inc., a marketing and business communications firm. For over 15 years, KCS has been helping small and medium sized businesses get their "key" message out - externally to clients and internally to employees. The "key" to business success is good communication. When you communicate properly, you connect. When you connect, you communicate. Richard is also a big believer in the Law of Attraction and has a Blog on this subject at http://sendoutcards.wordpress.com. Contact Richard via email at keycon@mindspring.com.
Keyword : Word of mouth marketing, customer loyalty, customer appreciation, thank you, complaints, thank you
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