What are your customers telling you?
This question happens to be a very potent diagnostic tool. You cannot succeed in creating happy customers if you do not start by removing all the potentially unhappy and disgruntled customers first.
You need to have your team understand that it’s okay to let your customers vent their anguish and open up to them. They shouldn’t be looking to defend a poor customer service, or a poor product experience. Allowing your customers to vent will lead you to discovering new perspectives on their overall experience with the company, and why they be feeling so frustrated.
Once this mindset has been inculcated in the team, they will start paying a closer attention to the specific language customers use to describe their problems, or frustration. Recording, or capturing their words verbatim, will help you identify the root cause of the issue and will be a great help when the team looks for a solution.
Ideally, it’s your customer who should be talking 90% of the time. Your team, on the other hand, should be busy making a note of their complaints, frustrations and concerns. This will help you:
- Identify the exact problems your customers face
- Get to know the most common struggles from your customer’s perspective
- Know the exact language your customers use
- Understand your customers better
This information is crucial to providing better support and have much more engaged and delighted customers. In the words of Alan Weiss, the author of “Million Dollar Consulting”:
“Ask your customers to be part of the solution, and don’t view them as part of the problem.”
Feel free to drop your comments!