With customers eager to blast bad news about a company, product or experience, small business owners now have to start taking customer service more seriously or else one minor mishap could send current patrons away and practically shut the door on any potential new clientele.
Here's a good story about 12 young Rwandans, born in a terrible time of violence and genocide, who are playing very positive roles in their country's growing hospitality sector. It's a funny story, too.
If you've never hired secret shoppers for yourself, here are some common messages they have to communicate to their clients. Are these same issues persuading your own customers to walk away without leaving clues?
Have you ever had an experience with a business that leaves you thrilled? The kind where you know you'll be back and you leave wanting to tell everyone how awesome it is? Surprisingly, this happened to me while at my local lube shop, and here are five business lessons I learned there.
"I realized then what we did at the national cemetery for those who serve this nation, the veterans and their dependents, was special. I also understood that we don't have a second chance to do it right. We have to do it right the first time."
The phrase "The customer is always right" is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service; however, I think businesses should abandon this phrase once and for all.
At first glance it seems shocking that there could be a profession in which three-quarters of practitioners are inept. But the numbers make sense when you consider that most people who go into sales have no formal training about how to sell.