Sending signals can send your customers away

Sending signals can send your customers away I call it the "wave and roll." Go to a crossroads. You can see both ways before you cross, though his eyes with a vehicle opposite. They meet the gaze of the driver. Polite and legally, he invites you to cross first. If you are in transition, you notice that he rolls in the direction of the intersection with no reduction in speed.How safe do you feel? Your customers? Remember you are the ones that are supposed to protect? Has a similar experience, if not bad news. Step into the shoes for a minute. Do you remember the last time you were frustrated with the service you received? They promised the moon and then deliver just dust? I recently ordered a new pair of glasses. The optician told me, "We will do everything to ea your business." At this point you might say to me that the buyer attention. And if you have, you have a good number. I was told that the glasses will be ready in about a week. They were not. I was told, a week, but no glasses. "We will do everything to ea your business," has been replaced by the following: "It is not our fault." Because they are outside suppliers for the execution of the work, told my optician had no control over the outsourced laboratory that does the work to.Rather as a solution to the problem? And the broken promises? Optician gave me a new goal for the sick, and my disappointment, the deniability lab.Plausible can also be used in presidential politics, but regardless of who was at "fault", I was a spectacle, and the words on the screen, you were mighty blurry. A customer was unprotected. Coincidently, a friend in another recent was his reason for outsourcing, what was once an inteal function. "To ensure that my customers are not mad at me." A sentiment obviously shared by my optician.Shouldn l 'emphasis on respect for the customer is the opposite of crazy always crazy to you? Finally, I have my glasses. But, I repeat my optician lost customers. And now I'm sharing their bad example of customer service to show how you can improve your customers happy to stay healthy, and ensure that protected.To not send signals, I will keep you with three considerations.First, connect with your customers . What are partners.Your responsibility for your clients? need to protect them. If not, then what is the purpose that your company operate? Seek ways to promote your clients' interests, particularly those for which they contract you.Recall that my optician said that it had no control, that the delay in my glasses was not their fault. Specialization? As in a business sells the glasses, the other brands? Promotes dependency. I can imagine most of you in outsourcing relationships with customers. Outsourcing is not abdicating responsibility for your customers, not in their optical eyes.My may have had a lack of control, but the company is not without influence. How likely do you think is that some accommodations were made between the parties for clients? And the pain? Here you can look for opportunities to show support for your customers. Be creative! And find solutions that will happen! Let the customers know what they are doing in their name. Although I could not, or only moderately successful, your efforts make a difference. It may not win, the score, but it will certainly increase the odds.Second, welcome all comments, especially complaints.A complaining customer is a wonderful thing to see. Appeal to you, the customer is still a legitimate interest in ensuring that the relationship to improve. A complaint is an opportunity for the repair of service.How respond to complaints? Thing for you emotionally, if a customer complains? You feel their pain, your marshalling its resources to solve the problem? Or do you feel embarrassed or threatened, suspended or not? If the complaints as a threat, the position in front of your customers, but with them. Advocate for your clients require that you open and vulnerable. There is no room for self-protection if you do not want your customers and ultimately happy.Third align strategies and processes to support your clients.Question the purpose and the impact of labor standards from you. They support clients or for your convenience, profit or protection. Convenience, profit and protection are important. But if these goals are through with your customers needs reassessment in order.Align with your customers. Do what you say, say what you do. Be thankful and grateful for client complaints. Make sure your policies support your customers. If a service division, which feels less like a car.And is even more important, so your client.REPUBLISHING PERMISSION: You are welcome to download or reprint this article, as long as my copyright and subtitle at the end of each piece with a live web link. Please convey to the particularities of the free should read: By Jeff Simon from Jeff Simon Consulting, the specialist customer loyalty. Do you have problems, your best customers? Please visit the website at Jeff for more articles and resources to keep your best customers. "