There’s a pattern to the way that most businesses handle customer problems:
Deny, deny, deny, and make them go away as quickly as possible.
Most businesses today choose to do the bare minimum.
What’s the least that I can do and still play by the rules?
And, unfortunately, it often works. They still stay in business. The customers just keep coming.
Mediocre products for mediocre clients.
The winners, thankfully, do more. They choose to go further than they have to. They care about their clients. They care about their image. They feel some sense of responsibility for what it is they’re putting into the world.
The winners talk to those clients that are having a problem. They ask questions. They’re genuinely concerned. They show some empathy. They understand the frustration, and they let the customer know about it.
And then they try to satisfy their customer (and fix whatever it was that lead to the problem).
It’s much cheaper to retain a customer than it is to find a new one.
Why not make a small investment of time to keep from making a much bigger one?
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