How To Never Lose Another Customer
Have you ever stayed up at night wondering if that client or account is going to re-sign their contract? You’re not alone. Recently, I was able to spend time with the legendary, Co-founder of the Ritz Carlton, Horst Schulze, in a private teaching. I paid careful attention because the Ritz-Carlton has been recognized with numerous awards being the gold standard in customer service. Here is what I gathered on how to never lose another customer again.
Defect Free — Whenever anyone purchases something or pays for a service, they expect it to be defect free.
This is what makes buying anything used (or off craigslist) so sketchy to me. One of my first cars was a Toyota hatchback called a Matrix. I figured since I bought it from a formal business, it would be solid. Unfortunately, I was wrong. From the moment I got home, the engine light came on and it started making a humming noise along with constant shaking. After taking it to a mechanic, the diagnosis was that the engine was ruined and needed to be replaced. The car was a lemon and the place I bought it from wouldn’t do anything to fix it. Needless to say, I was never going back there.
Timeliness — People expectations of service regarding speed is growing more extreme every day.
Horst shared some crazy research insights that indicated that ten years ago people started to get frustrated after four minutes of waiting to be taken care of & checked in. Now its a staggering twenty seconds before the customer begins to feel inconvenienced by the wait-time. It is essential that our companies be prompt to respond and take care of our clients.
Kindness — Be friendly and treat people with respect & care
If all else fails, be exceptionally kind. The water could come out five minutes late & half empty, but if our teams apologize, own it, and try to make a retribution, most people will see it as excellent customer service.
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-Evan Knox @theknoxes
Originally published at www.knoxmediallc.com.
