Forums: Discussions for entrepreneurs and small business.

Rich/and others,

I think this is a good topic to discuss the idea of customer service and customer satisfaction. I know as a consumer I rely heavily on how I am treated when a problem arises. My day to day interactions with a company might not be perfect...but rarely do I judge a company based on those general interactions...but when a problem arises...I want to be their ONLY customer...or at least treated like I am. I want someone to bend over backwards to make sure that when all is said and done I don`t question my judgement in staying a customer...or that I am not quickly looking for a replacement company to fill that need so I don`t have to go back! I have already dumped two large companies, one cable company and one cell phone company due to absolutely horrible customer service and complete disregard for my satisfaction...not only that...I frequently talk to others about my experiences which ultimately influences their decisions to use those companies. Word of mouth is a STRONG advertiser...and it can destroy a small business. Unfortunately, my one experience most likely won`t destroy the two behemoths that wronged me...but if they were smaller companies...my word of mouth could have destroyed them.

What are some of the things that people do to ensure customers/clients are returning...and raving about your service!?

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Leah Tucker

People don`t often pay attention to things when they`re going right. But they sure do get attentive when something goes wrong!

I wonder how many companies and businesses get too involved in wanting credit (validation) for doing the job right? Then they lose sight of how important it is to fix what goes wrong. Maybe these companies don`t believe anything could possibly ever go wrong?

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When visiting my niece who owns Razorsharp Cutlery, a knife shop in San Francisco, I was perplexed when she hung a sign on the door saying, `Back in an hour` when we went to lunch.   I asked if she didn`t want to put down the time we left but she said no because if customers believe she`ll be back promptly at, say 2PM, & she`s late, they`re mad.  But when the sign says `Back in an hour`, they never know when the hour began so they`re never mad.   She`s great with her customers so it obviously works for her.

Cookie                                                                                                 www.wedgie.biz 

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This is like retail places that don`t put prices on their merchandise. The thought is that if people have to ask, they`ll be part way toward buying. I just leave.

I`d guess there probably is a split in half of people who get annoyed by these kinds of psychological tricks and those who don`t. I remember reading "The Hidden Persuaders," way the heck back in the 60s, when I was a kidster. It affected me, and perhaps set me with a bias against being manipulated by marketing hype.

I am with you Craig...marketing "tactics" and "hype" really just make me boil ...it is like Car dealerships who insist that it isn`t about the ticket price..it is about how much you can afford per month, so they don`t list the price of the car. I am sorry...but you will never find me buying something without knowing the price first. You wanna negotiate that price...that`s fine...but I gotta know what it is first. I don`t like being tricked or manipulated...and frankly...if that is the reason behind not putting the time...to me...that is manipulation...and it does definitely make me mad.

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Leah Tucker

Yikes, Craig & Leah, I don`t think not putting down a time is meant to manipulate.  It`s just meant to be able to get away to make a delivery or have lunch without getting grief when returning.  As my husband pointed out, when a sign says `Back in 10 minutes` or `Back in 20 minutes` people are more apt to just wait.  When it says `Back in an hour` most people would go off & run other errrands since the hour might have just begun.

On the issue of items not having prices on them, I wholly agree.  Some things are dismissed out of hand when I see the price so I don`t want to waste time having to track down a salesperson to check on a price.  And on big-ticket items without a price?  Too much room for hanky-pank.  Different prices for different folks....

Cookie                                                                                                                      

www.wedgie.biz

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When I worked in a cube farm, I would have to leave my desk often enough. It was a simple matter to guess how long I`d be gone and put up a post-it, "Back at hh:mm."

If I made a wrong guess or was delayed, people worked it out. But I found my days moved along much more smoothly when people knew when I expected to be available to deal with whatever was their problem....I mean "challenge." :-)

Maybe it`s just personal style. When I see a "back in 1 hour" sign, I just read it to mean, "Closed."

I don`t mean to say that people shouldn`t be allowed to get away from the business or office for what they need to do...but in the same sense...they have a responsibility to their customers or potential customers. When I was in sales I would always change my voicemail message on my phone when I left the office...and I would have to put a specific time I would be back so people knew when they could call me again if they chose not to leave a message. You actually make my point for me...if you put that you will be back in an hour and state when that hour is expected to end...it allows me the luxury of running some other errands...otherwise I feel kind of trapped...I don`t know if you will be back in a minute...two 20. I personally think it is just respectful to your customers and shows a respect for their time as well if you give them a time you can be expected back. Otherwise...what`s to say you can`t put on there "Back in 2 months." and head of for Tahiti. How am I to know when 2 months started...when 2 months ends...when I can expect your business to be back running again!? I realize that is extreme...but if you are going to put..."Back in 2 months (March 25, 2007)" why wouldn`t you put "Back in 20 minutes (1:30)"...or better still..."Back around 1:30".

See...by putting AROUND 1:30 that leaves a few minutes window incase you don`t happen to make it EXACTLY at 1:30. But it also gives me an idea of when to expect you...and when I can expect to be helped...or whether or not I have time to run into the place next door before you get back...or maybe down the street to my next errand and hit your place on my way back out! 

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Leah Tucker

Yah...you can even to automated "out of the office" replies in email. It`s not so hard, it just comes down to caring what time and effort someone else is applying when they`re trying to connect with you. ;-)