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  • By Gianna Bentivegna

I recently had an unpleasant experience with a contractor we hired to do some work on our home. In the end things got worked out, but I found myself with a lasting sense of dissatisfaction with the organization. This feeling stemmed directly from the way the company dealt with our situation. Which got me thinking – how can any business survive in a world where consumer expectations are at their highest, and magnificent customer service is just a minimum.

While I was dealing with my contractor, I remember thinking back to a lesson my first sales manager engrained in me – it’s not whether or not you made the mistake, it’s how you deal with objections or complaints that is going to make or break the relationship.

As much as I’d like to believe I’m perfect, let’s face it, we’re all human and we’re all bound to make some mistakes along the way. When these situations arise, it’s not enough to claim the best customer service in your industry. You’ve got to walk the talk!

I read an article by a gentleman named Chuck Dennis (www.customerservicemanager.com/anatomy-of-an-angry-customer.htm) that stated “Various studies, depending on the industry, claim that the average dissatisfied customer will tell anywhere from 6 to 20 others about their negative experience with your company.” I personally don’t think people are satisfied with telling their closest friends and family any longer. And why should they be – there is a world of blogs, social media, online review sites, etc. out there that have created the perfect forum to get the word out about bad experiences, as well as good.

Customer service should be a top priority for any organization, in any industry, now more than ever. It’s not an overstatement to say that it can make or break the success of your company.

Check out Chuck’s blogs at www.customerservicemanager.com/anatomy-of-an-angry-customer.htm

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Mon September 27, 2010, 05:09:09

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