How To Exceed Customer Expectations

In a post from the Duct Tape Marketing Blog, John Jantsch outlines how you can make problem solving part of your marketing system. He says it is all in how you create a signature response to a problem. John outlines these three steps:

Invite and reward customer feedback so they tell you when something is wrong. Make sure that you state in all your marketing that you welcome feedback and won't be satisfied until your customers are thrilled. You should also utilize satisfaction surveys, results follow-ups, and even random phone calls, to get feedback. Once you have the feedback, you have to respond to it.

Create a response that will be automatic to a customer problem. Most of the responses can be handled by clearly spelled out, no strings attached, guarantees and return policies. In addition, you need to make sure that you add a little flair and creativity to the response. The key is to give the customer what they are after plus something unexpected so it will solicit a "WOW".

Empower the team to fix the problem and not worry about the blame. If you make a mistake then you should admit it and move forward to fix it. If the customer makes a mistake, then you should fix it. There is nothing to gain by having the customer admit they made a mistake. Make sure your team knows they have the authority to make the customer happy regardless of your policies.

Saving a deal that has gone bad by reacting in a way that is unexpected creates a positive buzz and customers for life.

To read the entire post which I advise, click below.


http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/