The Silently Unhappy
We know little about each other when things are going well. The mask stays in place.
We find what you are made of when things go wrong.
We find what we are made of when things go wrong and someone complains .
70% of unhappy customers leave because of the attitudes of our employees. This means 70% of our customers are unhappy about something we never witness. We aren't in the room, our employees are.
Most unhappy customers will complain to their friends rather than complain to you.
That silence could kill you. How can you fix what you don't know is a problem?
The Blessed Complainers
Complaining customers who complain to you are the blessed few, to be showered with lotus petals and crowned with olive wreaths. These are the bringers of a rare and valuable gift: a glimpse of ourselves in the mirror when our mask has slipped.
Some complaints arise because we failed to live up to the promises we made. Learn what the unhappy expected and what they believe they got. In the answer lies a wealth of ways to become more delightful and more profitable.
Some complaints arise because we sold to the wrong person. The customer is always right but not every customer is right for us. Listen to complaining customers for clues to who we are not.
"Failure is not a single, cataclysmic event. You don't fail overnight. Instead, failure is a few errors in judgement, repeated every day." Jim Rohn.
A complaining customer or employee could save you from disaster.
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