A true story:
My bank messaged me about an issue with one of my accounts. Once I arrived at the bank, the teller, without even checking, promptly advised me that the messages were spam and blatantly tried to send me on my way.
Me: “But wait. Do I have an account ending with these numbers that the messages referred too?”
Teller: (finally checking her system). “Yes you do”
Me: “And it’s okay?”
Teller: “Oh no it’s not. It’s great you came in today.”
And just like a less sexier version of the angry Incredible Hulk, I uncontrollably transformed into this.
I WAS RESENTFUL. I WAS FRUSTRATED. AND NOW I ALSO HAD TO GO PEE
(although I couldn’t specifically pinpoint the bathroom thing on her, deep in my heart I still did).
Remember: Doing a job and DOING A JOB WELL is not the same thing.
HAPPY CUSTOMERS ARE PAYING CUSTOMERS.
Very happy customers can generate business advocates, testimonials and leads. But upset customers will have the opposite effect.
Did you know that according to business experts:
-A customer who is dissatisfied will tell 9 – 15 people about their experience (I’m devoting an entire post to it).
-96% of unsatisfied people will not tell you and 91% will walk away never to use your service again.
-It can take up to 12 positive experiences to counterbalance one negative experience.
This means you need to be focused on customer service ALL OF THE TIME!
Look after your customers so well that if they had to discuss the best transaction they had with any business for their day, their week or their month, it would all point to you!
You’re awesome. I know you are. Please go out there and shine,