Make Your Haters Your Raving Fans!

How many times have you gone to a store or restaurant without many high expectations, and then, not to your surprise, they made a mistake that angered you?

You were prepared for a battle to correct it and instead you were pleasantly surprised at how the company handled your complaint. It was done without hesitation and it far exceeded your hopes.

Suddenly you found yourself talking about this company to your friends in a positive manner.

1. 95% of unsatisfied customers never take time to complain (this gives companies the illusion that they are providing excellent customer service)
2. By 2020 the customer service experience will outweigh the price in consumer’s order of importance
3. 80% of people trust online reviews as much as personal recommendations (On-line posted positive reviews and testimonials are crucial)

Action Step for You: Handle all your haters the same day as their complaint; exceed their expectations and you might get a raving fan. Check out Jay Baer’s upcoming book “Hug Your Haters: How to Embrace Complaints and Keep Your Customers”.