I am reminded of a quote from Bill Gates, “Your most unhappy customers are your greatest source of learning.” What are the last two complaints you have heard form you customers? What can you learn from them and how can they be used to minimize the likelihood of them happening in the future.
Do we ever really breakout the looking glass and examine what our customers are telling us? I teach in my seminar, Sell Like a Superhero, the easiest way to find out what a customer is thinking or how to sell a customer is to ask them! All too often we are afraid to ask the simple questions. Fear is holding us back, fear of the reality of the answers.
It doesn’t matter what we think…Did you hear that it doesn’t matter what we think or how we perceive our product or service. The only thing that matters is how our market and our customers perceive our product or service. Perception is reality.
The only way to find these answers is to ask it in the form of a question. You can do this in one of two ways. Ask them in a face to face meeting, which I prefer, or a customer satisfaction survey.
Most of the time, a customer will just go away. I know when I am dissatisfied with a store I rarely call them and let them know. I just choose another store. It is human nature to avoid conflict. I bet most you do the same thing and so do your clients.
You have to be bold and ask your client simple questions like, “How are we doing?” Then once you get the answers, you better do something about it. The worst thing you can do is ask a client, “How are we doing?” Then do nothing after receiving a negative response. You have to be bold to ask the question and be willing to offer a solution. I challenge you to look closely at your last two customer complaints and take actions to correct them. Superheros are bold, and never afraid, so sell like a superhero today!