A consumer who is WOWed at the Moment of Truth is likely to tell five people about their experience after leaving.
It is quite probable that clients will tell 11 others about their negative experience with your business if you fall short of their expectations during the Moment of Truth.
According to studies, if you fail a client in the Moment of Truth and then quickly make things right, that person may tell up to 17 others about your service recovery.
Did you understand that? If you WOW a customer, they will tell five people about it. However, if there is a problem and you promptly resolve it, they will tell more than three times as many people as they would have if the issue had never arisen.
Giving your front-line staff the tools to handle issues and complaints in a way that fully restores their goodwill and the customer’s trust is one of the quickest and simplest methods to increase your bottom line.
Read on to find out exactly how to do this.
1. Resolve problems as quickly as possible.
The likelihood of keeping allegiance is stronger the quicker the resolution. According to research by TARP, Inc., if a customer’s issue was settled on the initial interaction, 95% of them would stay faithful. When the issue was not promptly handled, that percentage fell to 70%. Actually, the resolution itself has less of an effect on future loyalty than the resolution’s quickness. In order to preserve and foster loyalty, try to settle concerns at the initial contact. If that isn’t feasible, the final settlement should take place in 5–10 business days.
2. Give Them Something.
After a service failure, coupons, product samples, and other freebies definitely affect customer loyalty. After a horrifying delay many years ago, American Airlines awarded me 7000 frequent flyer miles. And the miles as a present was plenty to convince me to return. But don’t believe me when I say this: According to research done by the Society of Consumer Affairs Professionals (SOCAP), out of those who complained, 58% were happy to get anything in the mail after contacting consumer affairs offices, while just 40% were not satisfied. After a service failure, providing symbolic goods to customers—like vouchers or product samples—increases their impression of value and fosters loyalty.
3. Only allow the friendliest, most helpful, and diplomatic employees to talk to customers.
The manners and demeanor of employees play a crucial role in winning back the trust of clients who have encountered issues. When a customer contacts a business with an issue, they want to speak with a competent, kind, and understanding individual. Employees also need to be adept at demonstrating empathy, talking diplomatically, and successfully representing the business when customers are in need. Whether a consumer has a favorable or negative impression, frontline staff’ attitudes and conduct leave a lasting impact.
4. Encourage your people to “Be Gumby”.
Do you recall the green, rubbery character Eddie Murphy played so delightfully on Saturday Night Live? It was called Gumby. I instruct staff members to “Be Gumby” while interacting with consumers in my lectures. Being a Gumby means going above and beyond to satisfy clients. This entails being adaptable, stooping over backwards, and turning around completely on a work that doesn’t affect customers. It might even require you to stand on your head. Being entirely customer-focused is the goal. Being Gumby ensures that your clients will always be satisfied.
ALL THE BEST,
info@tarynsbusinesshub.com
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