08/31/2024
MANAGING CUSTOMERS: GAINING FREE REFERRAL SOURCES WITH CUSTOMER LOYALTY.
As we know that all customers are not the same.
The type of customers encountered daily: Loyal, New, Angry
How should we manage these types of customers?
Professionalism
Patience
People-First Attitude
Loyal Customers-Return primarily for the quality of service provided. These customers will be a companies REFERRAL SOURCE (Free Marketing).
New Customer-Observe every aspect of the business from the quality of service to the products sold. Manage- Initial first contact is key. Warm greeting, knowledge of the service or products, suggestions and accountability! Do what you promise! NEW BUSINESS CLIENT and REFERRAL SOURCE.
Angry Customers-Not please with the quality of service and/or the products sold. These customers simply look to either get a freebie, make a complaint or upset you.
How to manage: Find that one niche! Angry customers ALWAYS state a comment about why they are angry. Use it to change their mindset into a positive one. It could be “I’m late because of”, “The traffic is horrible and caused me too..” or “The weather is horrible..”
Active Listening -Acknowledgment - Relating to the Situation.
Example: Yes, the traffic can be a bit overwhelming at this time, what I found was a different route. Do you live or work near this area? Provide suggestions to better service them in a different format which turns into a LOYAL CUSTOMER. Why? Because you “helped” them and heard their frustration.
Angry customers want to be heard and given attention for that moment.
Every customer no matter what their behavior is can turn into a positive asset to your business!!
Always, Always say- Thank you and have a good day! 🙂
It’s a quick acknowledgement, mood changer, but mainly demonstrates the appreciation for being a customer.
