Tuesday, July 10, 2012

Guest Blog Post: The Great Disgruntled

We have another great blog post from Carol Ritter of Carol Talks.  This one is on learning how to satisfy that angry customer that you just cannot make happy.  Enjoy!
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Have you ever met someone that you just can’t please? No matter what you do, it is to big, too small, too hot, too cold, too hard or too soft.  Sounds like the tale of the Three Bears.  The porridge was too hot then it was too cold.  However, Goldilocks was satisfied with the porridge that was “Just Right.”  The chronic complainer. Is he or she shopping at your business and are you on a quest to please them?  STOP, LOOK and LISTEN.  It’s nearly impossible to satisfy the “GREAT Disgruntled”, but if the customer is always right, what’s a business owner to do 

I remember standing in line at a grocery store over 35 years ago.  The customer before me was buying a 1/2 gallon of milk, a pack of Tastykakes, a loaf of white bread and a head of white lettuce. Sounds like a typical grocery order in the 70’s.  It was long before grocery stores sold whole wheat bread, romaine lettuce, pre-roasted chickens and sushi.  It seemed like I was in line forever because complained the milk wasn’t cold enough, the Tastykakes were too expensive, she feared the bread might be stale and the lettuce didn’t feel right.  The grocery clerk began by defending all products, she was young and not prepared to give and explanation on why Tastykakes cost so much.  The GREAT Disgruntled at work.

Here are some tips.
1. Always try, try, try to be courteous and answer the questions
2. Ask for help from another employee if it gets to be too much
3. Identify the customer and tell your boss so all can discuss future strategies
4. Be patient and try to smile your way through it

Yes, the customer is always right but that motto doesn’t negate you from saying it’s just not worth it.  If you
have tried all these strategies and it just doesn’t work as a last resort you may have to ‘fire’ a customer, it’s just not worth the business.

In the meantime, enjoy all your other customers or just eat a Tastykake.

Carol is an accomplished professional speaker, coach and educational consultant specializing in remarkable leadership, outrageous fundraising, million dollar marketing, and building organizational alliances throughout the country.  Carol’s innovative e leadership with bullet proof ideas for recruiting MORE MEMBERS, MORE MONEY AND BETTER LEADERS. www.caroltalks.com 610-442-4545

1 comment:

Lauren jonczak said...

Great post. Everybody loves Tastykakes! My best friend Karen moved to Texas a few years ago and she makes me send her boxes of tastykakes every 3 months. The people at home direct shipping practically know me by name now. Thanks for sharing!