Last week, I started a series of blogs on conquering service problems. To get caught up, take a look at last week's post, and then join me for this week's continuation.
Did you know that 96% of people who are dissatisfied with the service they receive will never outwardly complain? I was actually surprised to hear this. Then again, there has been a time or two when I received poor restaurant service, but didn’t really feel like doing anything about it. However, I bet that if the server would have been paying attention, I gave off plenty of cues to let them know I was less than satisfied.
While many will not complain directly to the person delivering the service, 100% of people are completely comfortable telling others about their mishap. Therefore, all we can do is rely on our own instincts to look for the warning signs that a hurricane may be on the horizon. Of course, you add in the element of communication through email and text and our insight has to be taken to a whole new dimension (think ESP).
But, since we cannot read minds, we are forced to rely on a key words or phrases that may point to a future problem. My ears perk up to responses such as “whatever,” “fine,” or “I suppose so.” Worse yet, how about the extended periods of silence and the all-time avoidance of voicemails left in the middle of the night?
It is important not to be an alarmist, as these responses may mean nothing at all. The key to preparing for a problem is not reacting to each response individually, but watching to see if there is a pattern to the communication. It is when we are certain there is a pattern that we need to begin to take action. Hopefully, it can be as simple as a phone call to assess the situation. If the warning signs were not caught soon enough, it may require a resolution plan.
Did you know that after a service or communication failure, 70% of people will come back again if the problem is resolved? That number spikes to 95% if the problem is resolved quickly! Stay tuned next week for the Seven Steps to Resolution!
Hi Brad – thanks for the note. I am glad you find the information helpful. It’s funny, often we think customer service is just about being nice but it sure takes a lot more!
Posted by: Susan Schneider | February 03, 2012 at 03:12 PM
with our focus this year on "over the top service" you've certainly provided some
good information-sometimes what we overlook is what gets us from the good category to the excellent category
Posted by: Brad Hamelin | February 03, 2012 at 12:59 PM
Great point! Taking a few minutes to share great feedback could make days of difference to the person who delivered great service!
Posted by: Susan Schneider | February 01, 2012 at 10:40 AM
Oh why is it always so easy to share our horrible customer service stories but never share our great ones. Personal goal...to make it a point to not only ask for the manager when something isn't right but tell them when I am wow'd. Thanks for the reminder Susan.
Posted by: Lexie | February 01, 2012 at 08:37 AM