Comments on: What’s Your Signature Response to Problems? http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/ Small business marketing blog Thu, 21 Apr 2011 08:39:07 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: stevensreeves http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-411033 stevensreeves Tue, 14 Jul 2009 22:11:57 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-411033 Couldn't agree with you more. Thirty years in sales and account management has taught me over and over again the critical feature of successful businesses is the way that handle customer dissatisfaction.<br><br>Those who do it well win friends and references for life.<br><br>Those who don't get commoditized and churned at the earliest opportunity.<br><br>My two main bug bears recently have been the cellphone companies and credit card companies.<br><br>Both spend fortunes trying to control churn. Couldn't agree with you more. Thirty years in sales and account management has taught me over and over again the critical feature of successful businesses is the way that handle customer dissatisfaction.

Those who do it well win friends and references for life.

Those who don't get commoditized and churned at the earliest opportunity.

My two main bug bears recently have been the cellphone companies and credit card companies.

Both spend fortunes trying to control churn.

]]> By: frontofficebox http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408279 frontofficebox Tue, 14 Jul 2009 18:11:57 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408279 Couldn't agree with you more. Thirty years in sales and account management has taught me over and over again the critical feature of successful businesses is the way that handle customer dissatisfaction.<br><br>Those who do it well win friends and references for life.<br><br>Those who don't get commoditized and churned at the earliest opportunity.<br><br>My two main bug bears recently have been the cellphone companies and credit card companies.<br><br>Both spend fortunes trying to control churn. Couldn't agree with you more. Thirty years in sales and account management has taught me over and over again the critical feature of successful businesses is the way that handle customer dissatisfaction.

Those who do it well win friends and references for life.

Those who don't get commoditized and churned at the earliest opportunity.

My two main bug bears recently have been the cellphone companies and credit card companies.

Both spend fortunes trying to control churn.

]]> By: Sarah Guinot http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408230 Sarah Guinot Thu, 09 Jul 2009 21:34:20 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408230 Thank you for this article! <br>Mistakes and problems happen often and I am often shocked with how some companies handle them. <br>I think the problem is that a lot of companies do not empower their salespersons and any other staff in contact with customers. If management makes sure all the staff understand the company's strategy with regard to customer service, gives everybody a sense of responsibilty and even gets salespersons excited to catter to customers' needs, then customer retention will increase. <br>However, I wonder how to motivate salespersons during a recession, when wages and jobs are cut. How would you engage your staff to better serve customers?<br><br>Sarah Guinot<br><a href="http://www.oddpodz.com" rel="nofollow">http://www.oddpodz.com</a> Thank you for this article!
Mistakes and problems happen often and I am often shocked with how some companies handle them.
I think the problem is that a lot of companies do not empower their salespersons and any other staff in contact with customers. If management makes sure all the staff understand the company's strategy with regard to customer service, gives everybody a sense of responsibilty and even gets salespersons excited to catter to customers' needs, then customer retention will increase.
However, I wonder how to motivate salespersons during a recession, when wages and jobs are cut. How would you engage your staff to better serve customers?

Sarah Guinot
http://www.oddpodz.com

]]> By: CrimeCleaner http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408204 CrimeCleaner Tue, 07 Jul 2009 06:32:49 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408204 Great post. I own and operate a crime scene cleanup company and we have tried to change the way business is done in our industry. We have really tried to bring the "customer service" side of things to our field, not just simply cleaning and moving on. I'm sure we are all familiar with the phrase my dad hammered into my head for the last 25 years "Life is 10% percent about the problem and 90% how you react to it." Every suggestion listed is right on! Great post. I own and operate a crime scene cleanup company and we have tried to change the way business is done in our industry. We have really tried to bring the “customer service” side of things to our field, not just simply cleaning and moving on. I'm sure we are all familiar with the phrase my dad hammered into my head for the last 25 years “Life is 10% percent about the problem and 90% how you react to it.” Every suggestion listed is right on!

]]> By: Phoenix Advertising Agency http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408197 Phoenix Advertising Agency Mon, 06 Jul 2009 19:44:42 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408197 This post is awesome. WOM affects most businesses more than they realize. This post is awesome. WOM affects most businesses more than they realize.

]]> By: KJ Rodgers http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408196 KJ Rodgers Mon, 06 Jul 2009 19:36:25 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408196 Some others on the SWOM site (Society of Word of Mouth) talk about elvating above customer expectations, but for many businesses, it is harder said than done, unless they have the creative effort and support. Some others on the SWOM site (Society of Word of Mouth) talk about elvating above customer expectations, but for many businesses, it is harder said than done, unless they have the creative effort and support.

]]> By: Ted Hurlbut http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408195 Ted Hurlbut Mon, 06 Jul 2009 19:17:36 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408195 Empowerment is the most important thing here, in my mind. Empowering employees to fully engage customers with broad discretion to resolve issues creates a positive experience for customers and builds long-term loyalty. This is a challenging concept for the national chains to fully implement, but it's been a core value of successful independent retailers for decades. Empowerment is the most important thing here, in my mind. Empowering employees to fully engage customers with broad discretion to resolve issues creates a positive experience for customers and builds long-term loyalty. This is a challenging concept for the national chains to fully implement, but it's been a core value of successful independent retailers for decades.

]]> By: Maria Reyes-McDavis http://www.ducttapemarketing.com/blog/2009/07/06/what%e2%80%99s-your-signature-response-to-problems/#comment-408193 Maria Reyes-McDavis Mon, 06 Jul 2009 17:39:52 +0000 http://www.ducttapemarketing.com/blog/?p=3755#comment-408193 This is such a great post for everyone, beyond small business owners. How we respond to problems (and enable our team to respond) will determine the level of problems we are able to overcome. Great stuff! This is such a great post for everyone, beyond small business owners. How we respond to problems (and enable our team to respond) will determine the level of problems we are able to overcome. Great stuff!

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