INSPIRING DISSATISFIED CUSTOMERS

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You will never change some people. However, all things being equal, you will more likely change the attitude of a dissatisfied customers and turn them into a champion if you:

Listen carefully to their problem.
Thank them for bringing this to their attention.
Offer to make it right by either correcting the problem immediately or by offering something in consideration for their dissatisfaction.
Following through on your offer immediately. Speed is very important.
Giving them something extra "for the trouble" they endured.
Following up later to determine whether they are now satisfied.
Making permanent changes in your organization to prevent other consumers from expereincing the same problems.

Adapt this simple program to your organization and watch the negative word of mouth change to positive word of mouth.

Main Tutorial Page

Finding Champions

Finding champion customers
Finding a reputation
Finding champion employees
Finding unhappy customers

Inspiring Champions

Inspiring champion customers
Inspiring champion employees
Inspiring unhappy customers

Thanking Champions

Thanking champion customers
Thanking champion employees
Thanking unhappy customers

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