I just don’t get it. As we prepare to head into summer, I find myself reflecting on the past 3-6 months…asking myself what worked and what didn’t. I always find that reflection throughout the year is so incredibly beneficial to my growth and development, especially when a situation arises that I can learn a lesson from.
Knowledge is power, right!? Or so I thought. Time and time again, I see scenarios where customers provide feedback to companies in one way or another and they don’t truly listen. I just don’t get it. I don’t understand why they don’t listen, I mean really listen to them. What does that mean? Listen to every word, ask lots of questions and then do something about it. Bill Gates says it best, “Your most unhappy customers are your greatest source of learning.”
If they are standing in front of you, you want to make that customer happy by resolving his or her issue before they leave. If you received feedback through a survey, pick up the phone and call the customer; ask questions to thoroughly understand what went wrong and resolve the issue before hanging up. However, if you really listened and reflect on what you heard, chances are your customer has told you about a bigger problem than the issue you just dealt with.
So, if this is the case, why oh why, are companies so reactionary? They seem to wait for a complaint, then react to it and sometimes they resolve it. However, there is a much larger issue that needs to be addressed. The frustrating part is if they fixed the bigger problem to begin with, they would be ahead of any additional issues and eliminate many customer complaints.
Contributing Writer, Lori Fortuna, MS, PCC is an award-winning business owner with more than 25 years of experience in human resources, training, facilitation, development, and operations management. Lori works with ambitious companies whose employees interact with customers, but the company brand doesn’t stand out from the competition. She can be reached at https://www.linkedin.com/in/lorifortunacoaching.