The Dissatisfied Customer

We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator. A dissatisfied customer is a direct reflection on our performance and a blow to our egos. The common reaction of small business people to a consumer complaint is defensive posturing and/or avoidance.

But ignoring a disgruntled customer can be much more damaging than small business owners realize.

When consumer complaints are avoided or ignored, the customer still needs to vent. A study done at Western Washington University and Illinois State University, shows that consumers who had a bad experience at a store most often responded in three ways:

They decided not to shop at the store again.

They told their friends and relatives about their bad experience.

They convinced friends and relatives not to shop at the store again.

If the customer decides never to use your services again, you've lost one customer. But the damage may be worse. There may be a real problem that the business is unable to address because they aren't focused on it right now.

If the customer tells friends and relatives about their bad experience, the business now has a negative reputation with several customers and potential customers.

If the customer convinces friends and relatives not to use the business, the business has now lost several customer (probably for good), and the influenced customers will likely spread news of the original bad experience to their peer network in order to bolster the validity of their decision.

Segarin Monk is a social program marketer for government and non-profit agencies. He believes in marketing from an integrity-based, pass-it-on, pay-it-forward stance. See more articles from this author at: http://marketingyogi.blogspot.com/

---

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

How To Boost Your Bottom Line With Two Little Words

I hate to sound like one of those cheesy get-rich-quick... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

How Not to Get Stiffed, Improving Your Collection Procedures

Some businesses have slow paying customers or past due balances... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

4 Customer Service Mistakes Companies Should Avoid Making

1) Being placed on hold endlessly. Don't you just love... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Clients?Do You Really Need Them?

Running a successful business takes a lot of energy and... Read More

At the Carwash; The Customer really is always Right

You have no doubt heard the saying that the customer... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

Dealing with Difficult People

1. Don't get Hooked !!!When people behave towards you in... Read More

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always... Read More

Top 10 customer service tips

1. Hire people who have a service attitude. Some people... Read More

You MUST Sweat the Small Stuff

It's The Little Things That Make or Break a Small... Read More

Tips for Curing Bad Customer Service

Bad customer service is everywhere these days - unmanned front... Read More

Sales Marketing: 10 High Impact Ways To Improve Your Customer Service

If you want to last a long time in business... Read More

Customer Service: Why Bears Make Bad Customers

Every business owner should have a picture of his or... Read More

E-Business?s Best Friend: eCRM

From Ebay to the smallest home-operated start-up, e-businesses of all... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

What Every Manager Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees

Listening to complaints, whether they're reasonable or not, is a... Read More

Over Delivering Provides Big Results

Over promising is a problem only when you under deliver.... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

Customer Service Tips for Mail Order Businesses

Can we be too good to our customers?... Read More

Restaurant Scheduling for Success

- Excerpt from Richard Saporito's latest e-book "How to Improve... Read More

Empowering Customer Service Vital

It never fails to amaze me how many companies have... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More