"Recovering a lost customer" - In Touch #4
Welcome to the fourth edition of "In Touch". As always, I would love to continue the conversation so leave a comment below and let me know what you think.
Success Story of the Week: The Personal Touch
As soon as I hit ‘unsubscribe’ I received a personal message from SAPO’s Operations Manager, Andreas Psaras. In addition to saying that he would make sure I no longer received the company newsletter, he also thanked me for being a subscriber for a decade, he reminded me that the two of us had made contact a couple of years ago through LinkedIn and said that if I ever need any giveaways, I should contact him personally.
What a great way Andreas found to keep the channels of communication open! His e-mail was a sharp reminder that while transactions tend to be soulless, it is unique personal interactions that differentiate brands, their ambassadors and their companies.
Make sure that every interaction is an opportunity to create a positive and lasting impression in your prospects and customers minds. If a proposal I have sent is declined, I almost always send a small gift – usually one of my books – to the person who turned me down on that occasion. Next time they are thinking about of hiring a facilitator or a speaker, it will probably help them remember me in a positive light.
I am sure that Andreas Psaras was not happy to see that I had unsubscribed from his company newsletter but his subsequent behaviour ensured that there will never be any bad feeling between us. On the contrary, if I need any giveaways, I can say with certainty right now that he will be the first person I contact.
Words of Wisdom
On the road to recovery:
"Recovery begins from the darkest moment."
John Major, Former Prime Minister of the United Kingdom
On the importance of correcting failures:
"Sometimes bad stuff happens even to the greats (Ritz Carlton, Apple, Amazon, etc) and there is a customer experience failure. What makes these companies different is that they recognize that they need not resign themselves in the face of a failure. They recognize that if they over correct on the recovery that will create a peak on the experience that will eclipse the negativity of the failure itself"
Jon Picoult, Founder of Watermark Consulting
A Question to Ponder
Is it a benefit to companies to take in the negative reactions from customers or is it a hassle?
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Safety, Quality & Insurance at MSC Shipmanagement Limited
3 年What a great post Michael R. Virardi ! I’ll start off by saying that companies would have “less” negative comments/reviews if they used what Jeffrey Gitomer always says “customer helping’ rather than customer service”. Companies would probably “deliver better service if they thought of it that way.” Nevertheless, I think responding to negative reviews and showing your customers that you care by using actions it will ensure that you keep them. However, there are times where you can’t always deliver a solution but you can deliver empathy by putting yourself in your customers shoes. ??
ProACT Know How - Expat expert | 4 Expats Living & Working Abroad | Tax, residency, Wills, Immigration, Property, Pensions & Business Services.
3 年Any customer engagement is positive. A challenge to be solve with customer satisfaction. Solve the problems benefits customers and the business. Business lose when they don’t comment or react, positive or negative , but just go elsewhere indifferent to the busienss effort. Michael R. Virardi #mvirardi #newsletter #proactsam
PR Executive
3 年This reminds me of a quote by Bill Gates that says ‘Your most unhappy customers are your greatest source of learning’ ??
Director of Operations - LXM Media & Publishing - Premium Airline Media Partnerships. Reaching??over 70 million travellers across Europe, CIS & the MENA region.
3 年A few years ago we integrated an automated sms feedback form which is triggered on closing of a salon guests invoice... Instead of 'fearing' negative feedback, we have experienced that keeping an open, friendly channel of communication for both positive and negative feedback builds trust and shows the business cares. It also limits negative feedback on platforms like Google or Facebook as the form is returned directly to our POS so we can handle accordingly, before encouraging a public share from our guests with a second sms. Company's shouldn't fear feedback, which is what I see a lot of, but instead embrace it and learn to use it for the growth and direction it can give.
Senior HR Manager
3 年I would also say "Is it a benefit to companies to take in the negative reactions from customers and visa versa or is it a hassle? " I believe that both parts benefit from negative feedback. Sometimes when one is exposed and side effects arise you consider and appraise better what when wrong. Also customers may receive a negative feedback too! You built relationships this way if negative reactions are transformed to food for thought!