Destination Directory

Turn Your Tough Customers Into Vocal Advocates

Do you know someone who is vocal about what he or she doesn’t like? Being mouthy and opinionated is a big turnoff, especially when you’re attempting to communicate with one of these “vocal” customers. If you have a customer who is mouthy when mad, think about how much more mouthy and opinionated he or she could be when happy!

We always hear, “Fire the customer you don’t want.” In today’s economy, you want to keep as many good customers as possibleand these outspoken ones aren’t the ones we want to fire; these are the people that we should focus on converting into major fans.

In our ever-growing world of social media, we see more of these outspoken voices. What are they saying about your company and customer service? What current customers say online could affect how potential customers might see you,especially if they take a look at your social media pages.

What customers want now more than ever is to feel a personal connection to you, not to a company. And for our outspoken customers, helping them to feel that connection and to know that they will be taken care ofno matter whatis the key tochanging a hater into an advocate.

With social media, there is a trend in humanizing your company. Behind the faceless company, customers want to know who they are talking to, who will be helping them, and if they will be answered or cared for. That is what will make them come backor not.

To grow your business in this new reality, you must develop connected, positive relationships with every customer.

Avoid saying: I can’t do that. You’re wrong. Why didn’t you? I’m too busy. No problem, that’s my job. You have to wait. You’re being unreasonable. You already told me that … No.

When you pin blame on others by using “you” statements, the conversation will become strained, resistant, and off-putting. Rather, create that positive relationship by saying: I’m sorry. I’m here to help. I’ll be happy to find out. Here’s what I can do. Absolutely. My pleasure. Let me see if I understand clearly. How can I make this better for you?

Your customer reviews will reflect your customer service. Provide exceptional service, receive exceptional reviews. Easy as that. 

Written by: Chelsea Stoskopf
Source: Marilyn Suttle and Lori Jo Vest are co-authors of  
Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan


Tags

Add comment


Security code
Refresh

Recent Blogs

OMG Experiences (a.k.a. Millennial Travel Trends)

Millennials are one of the largest generations in history (larger, even, than the baby boomers)—and they're entering their prime spending years. Born between 1982 and 1999, millennials were raised on the Internet, fostering a global awareness and an inherent interest in travel. But what are these young travelers looking for? The Millennial Traveler Report conducted by Expedia and Future Foundation discovered a few key generational characteristics.

In Defense of Emojis

I may be a mid-20s milliennial, but I think I jumped on the emoji bandwagon a little later than most humans my age. I'm a writer, so my gut feelings toward anything destroying the written word aren't exactly warm and fuzzy. The Oxford English Dictionary named "emoji" 2015's word of the year, and that wasn't cool.

5 Tips to Make Networking Less Scary and More Successful

I am an extrovert. I like meeting new people and often make a point to do so while traveling, while out to dinner or even in the elevator. Meeting and talking with new people is, honestly, a favorite thing of mine. So gearing up for my first formal networking event, I put on my new black pumps and suit dress, made up my hair and makeup, and felt ready.