The Secret to Improving Performance

Summary

• I believe thinking that the customer is always right can be useful. It encourages my team to take every complaint seriously and strive to improve continuously.

• If my team thinks customers can be wrong, they might not focus on improving. They should take responsibility to ensure customers are never upset again.

• Turning upset customers into happy fans starts with making them feel heard. It's important to create a relationship, not just a transaction.

Video

How To Take Action

I would suggest implementing the mindset that "the customer is always right" within your team. This attitude encourages taking every customer complaint seriously and constantly striving for improvement. When your team thinks they have control over customer satisfaction, they'll focus more on making sure customers are never upset again.

A good way of doing this is to train your team to actively listen to customers. Encourage them to approach complaints as opportunities to build relationships. Teach them to make customers feel heard and valued, rather than just dealing with a transaction. This can be done with little cost and time by offering simple communication workshops or sharing articles on active listening during team meetings.

To convert unhappy customers into happy fans, emphasize empathy in customer interactions. Your team can work on offering sincere apologies and personalized solutions. This can be practiced in role-play scenarios during regular team gatherings, fostering an empathetic culture without extra expense.

You can also create a feedback loop by regularly collecting and discussing customer feedback with your team. Use this feedback to identify patterns in complaints and areas needing improvement. This is a low-cost approach that ensures ongoing development and strengthens your customer relationships.

By focusing on these strategies, you’ll likely see increased customer satisfaction and team improvement.

Full Transcript

the customer can't always be right no but is that a useful thought if my team thinks oh yeah the customers can be wrong all the time are they going to improve no but if my team thinks every single complaint is within their control to make sure that the customer is never upset again they're probably going to be a way better team in my opinion it is useful to think that the customer is always right because if you want to take people who are upset and turn them into raving fans it starts with making them feel heard and making it feel like a relationship and not a transaction