Spotted a recent article online in AARP Magazineoffering strategies when you do not receive the customer service you deserve. If you are unfamiliar with the AARP, it is the largest membership organization (40 million members) for people 50+ in the United States and is affiliated with similar organizations around the world. In total, a pretty significant and influential target audience for many businesses — many of whom have lots of time on their hands. It demonstrates the potential impact of an unhappy customer and the power of word of mouth advertising.
It was interesting to note that the writer recognizes that most senior executives do not want unhappy customers. Why is it that senior executives don’t want unhappy customers — yet there seem to be so many unhappy customers?
I think this speaks to two issues;
- The vision of the organization is not clearly communicated and demonstrated so that all employees know and understand expectations. If the leaders don’t want unhappy customers they must communicate this throughout the organization and recognize desired behaviours accordingly.
- Too many businesses design their procedures based on company needs versus customers needs. The result is customers not getting treated the way they should because rules and procedures make it hard or even impossible for employees to do the right thing.
So if you are not looking after your customers the way you should, beware of the educated and empowered customer.
Other articles you might like:
- FAST GUIDE: 10 Success Factors of Customer Focus
- Treat Employees Like They Are the Customer
- Customer Loyalty Book Gets Reviewed on AllBusiness.com
- Thank your customers for complaining
- What is Leadership?
Improve customer service telephone skills
Improve service recovery skills
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