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poor customer service
RE: poor customer service
Thanks for reading, and for providing a thoughtful comment. I have to believe that your problem is not uncommon (I'm a big fan of the movie Clerks too!)
I'm afraid that there is probably no definite answer for how to deal with a situation like this, and that is probably why it is a topic not covered so often.
Perseverance is the best thing that I can come up with. As tempting as it is to give up on society, and it may sometimes seem like the customer is always an a**hole as you say, it really isn't true. If you continue to keep providing the best customer service you can, some of these people are going to spread good word of mouth, just as the bad guys spread negative WoM. The difference is that the good guys probably aren't as vocal about it to you. The bad guys will tell you that they're going to tell everybody how much you suck because they're still trying to get something out of you, whereas, the good guys leave your store feeling satisfied and may not see any reason to take the conversation even further or express their gratitude. This gratitude may eventually come out however, when they're telling one of their buddies who is in the market for what you are offering, that they had a great experience with your business. Some will actually even go out of their way and write about it :).
That said, it is up to you to set your own limits. if you don't feel that taking care of a customer request is your responsibility, than it is your call (as long as you are not contractually obligated), and if the request was something as outrageous as the story you mentioned, other potential customers can probably empathize with you.
In fact, this may be a good reason to start a business blog. Could be a good way to get your side of the story out there.
After this, maybe I'll write an article on it after all? I guess I pretty much just did :)
Re: poor customer service
My favorite line from Dilbert:
Dogbert's First Law of Management:
a) The customer is always right and,
b) They must be punished for their arrogance.
Something else that turns off customers
RE: something else that turns off customers
Yes, those are good ones too. I actually wrote an article a while back addressing a similar situation to the store-hours problem.
5 Ways...
Good stuff, but this only a short list of potential turn-offs. There are more and any one of them will turn off customers for good. Have you noticed that the big franchises that don't need to worry about clean premises or courteous staff get the customers irregardless? That is sure no excuse for shoddy appearnce or poor customer relations. Maybe that's why having an online presence with all the non-brick & mortar characterisitcs is so attractive.
RE: 5 ways...
Customer Service
Also, bad first and lasting impressions will drive customers away from your business. Reps that do not smile (and smile even less when they start interacting with you) when you come in the store will drive people away. I drove even further away to buy a cell phone because the closer store had unfriendly clerks.
Go to my National Public Radio interview on customer service at www.thesykesgrp.com or read my articles on how to give great customer service at http://www.thesykesgrp.com/Articles.htm. Customer Service, don't leave home without!
RE: Ed Sykes
Bad Customer Service...
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