Don’t Screw Up On Purpose, But If You Do Screw Up…

Have you ever patronized a company whose employees displayed such terrible customer service that you wanted to punch them in the gut? If you have, I would guess that you never returned to do business. Unless they fixed the mistakes and apologized and significantly compensated you for your troubles, you would tell everyone you know not to do business with them.

The ironic thing is that if they did go above your expectations in making the situation right with you, you would probably tell more people to use their services than you would have if they would have gotten your order right the first time.

I’m not saying that business owners should intentionally screw up orders so that they can make a customer extra happy. But studies show that when things go wrong, the company’s ability to exceed the customer’s expectations and create a loyal, long-lasting relationship is sharply increased.

Michael Dell, the owner of DELL computers, (which is the brand I just happen to be using to type this article) is a business man who fully understands the necessity of his customers and keeping them happy. He said, "It's customers that made Dell great in the first place, and if we're smart enough and quick enough to listen to customer needs, we'll succeed." Your customers are the people that make your business great, and if you understand that then just like Michael Dell says, you will succeed.

Great customer service is the key ingredient to the mouth-watering recipe for happy, loyal customers. It is the ribbon around a package that, besides looking good, holds every part of your business together.

When your customers are satisfied, they will be loyal to you. This means that they will keep coming back to use your product and services, making you more money and perhaps even a friendship. The best way to make sure your customer service excels is by using customer service surveys.

Online rating and review software like Shopper Approved can ask your consumers how they feel about your product or service without being annoying. If want your customers to be happy, use surveys to ask them if they aren’t happy. If they aren’t, ask them how you can make them happy. Then do what they want you to do to make them happy. This simple process is sure to bring you success.