Jeanne Bliss shared this insight as guest on my radio show. We were talking about customers, customer service and her great new book: I Love You More than My Dog: 5 Decisions that Drive Extreme Customer Loyalty in Good Times and Bad.
Rants are revenues. I love this quote.
Rants are revenues.
- Customer rants tell you what you need to do better, faster, more frequently.
- Customer rants tell you what others are doing better, faster, more frequently.
- Customer rants tell you this person wants to be recognized, wants someone to care. Customer loyalty...is built on caring. Here’s your opportunity.
Rants are referrals
- Customers will tell everyone how their rant was handled.
- Did you listen?
- Did you acknowledge?
- Did you use a plastic script or were you allowed to be a real person who has the real resources to solve their real problems?
- Did you show that you cared?
Rants are also savings.
- Customer rants also tell you what you should do less, slower, or not at all. Rants make this very clear.
- Listening to them frees your resources to pursue what you should do, what they’ve told you.
Just a reminder for the next time a customer’s on the line waiting to rant: Rants are revenues. Rants are saving. Rants are opportunity. If we listen.
Comments