Dear Business Owner, Do You Truly Know How Your Product or Service Is Delivered

Dear Other Business Owners,
Do you know what goes on in your business?  Do you know how well your product or service is delivered in your business? Do you know how feedback is handled in your organization?

As a Business Coach, these are some of the questions I ask you to consider as you grow your business and add team members to leverage the delivery of your product or service.

TIP #1 - Customer Service - Feedback
Here's what you can do to teach and educate your team about handling feedback:
1.  THANK the customer/client for taking the time to send in the feedback - good or bad.

2.  Take in GREAT feedback and document it - LEARN from it - what you and your team need to do again and again to provide that same great exceptional service.

3.  Take in BAD feedback or COMPLAINS as an opportunity to improve your product or service delivery.  Don't LAY THE BLAME for the incorrect delivery on somewhere else in the chain of command in your organization, TAKE CHARGE, TAKE RESPONSIBILITY - that's why an APOLOGY is a great start in handling complains.

Note: Document what was done that left the customer dissatisfied and what steps you can take to -
a) Satisfy the customer who complained and fix it. WOW them so they'll be back and RAVE to their friends about how well your company took care of the situation and

b) Re-educate and empower your team how they can be better at satisfying customers.  Provide them with "Rules Of The Game" of what to do when.

Being in the service industry for many,many years I agree that the customer is NOT always right! I also agree that 80% of business comes from 20% of your customers - who do come back regularly and buy from you.  It does not however mean that YOU CAN TREAT YOUR CUSTOMERS like they owe it to you to do business with you.

Remember, as long as there is demand for your product or service, there's a lot of competition out there. People buy from people they like - and that's the truth about buying! If you don't help FIX a customer-communicated problem - you have every opportunity to lose their business.  In today's day and age, you don't want the 'ugly truths' about doing business with your company surfacing through Social Media.

To quote: "What happens in Vegas, stays on Facebook."

Be aware. Grow your business consciously.  Treat your customer feedback with respect and FIX what you can respectfully.  The cost of losing a $150 business may not be a lot to your team, but multiply that by the number of people who will hear about it from social media- that's a whole lot more zeroes that can be added!