Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied.
Unhappy customers won't just dump you. No, first they'll tell at least ten or more people about their bad experience with your company, and then they'll broadcast it online. But wait, you say you have a good customer service department? Really? What hoops do your customers have to jump through before you help them? What rules have you wrapped around your customer service department, so that your reps can't really help? How long do you keep your customers on hold?
In It's the Customer, Stupid!, top salesperson and motivational speaker Michael Aun shares his secrets to keeping your customers happy, your sales growing, and yourself sane. You'll discover the myths and truths about customer satisfaction?and why many businesses and organizations, despite their claims of being customer-centric, really haven't got a clue.
This energizing book is packed with sales-boosting tips you can apply right away to your company or your own job, including:
- If you need to fix something, don't make the customer work for it.
- Somebody has to take out the trash. Translation: If your company makes a mistake, you may have to fire the person who caused the problem later, but for now, step in and make the customer happy again. Fix the problem, not the blame!
- Whether you're talking to a customer or trying to make a sale, shut up and listen.
- So what if you might screw up? Make a decision!
The good news is that you can woo disgruntled customers back, keep them content, and even grow sales. But first, wake up and smell the coffee: It's the Customer, Stupid!
