founder of naked leader
Thought For The Week
WHEN something goes wrong with your business service, it is one of your biggest opportunities to impress your customers.
After all, at this point their expectations are very low (so you can easily exceed them) and their emotions are very high (so they are more likely to buy). This is not a flippant comment – you can respect their feelings, listen to their needs and then make an offer that exceeds their expectations.
(Extract from The Naked Millionaire)
I agree that it’s a great opportunity. Your customer is extremely important so you need to take the opportunity when it arises to impress.
Businesses don’t spend enough time on looking after their customers. They should nurture them. Without them, there is no business.
Customers are sometimes overrated in my opinion. It is about the staff you have and how they deliver services that matters. Then you wouldn’t have the problem and to apologise to customers in the first place, although I accept that not all mistakes are controllable.
Customers can be crucial to a business surviving but then so are staff, I agree.