The old adage, “the customer is always right,” isn’t always true. But there is always a right way to approach and handle a customer’s wants or needs. Ultimately it comes down to understanding and communication. It’s all about working with them and adapting to the situation.
Though customers aren’t always right, they can make or break your business. Both failure and success are direct results of customer interactions with the company’s representation.
If you’re not living under a rock, you know that social media and review sites like Yelp, Angie’s List and Trip Advisor can and do spread opinions like wildfire. Adding to this, the White House Office of Consumer Affairs states that news of bad customer service reaches more than twice as many ears as praise for a positive experience.
Even if you think a customer complaint is anomalous or off base, it’s worth the energy to remedy it. You may keep a customer, and turn a negative review into a positive one, i.e. “this company cares about making things work for the customer and doesn’t ignore complaints.”
And you might even learn something. As customer service expert Kristen Smaby says, “When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service and business better.”
How you listen and respond to pain points can make all the difference in either retaining or losing customers. Take novel-writing software Scrivener, for example. It’s one of the most popular desktop word processors for writers, with a fiercely loyal user base. But until recently, it lacked a mobile version. Still, customers stuck by Scrivener’s desktop product and patiently awaited rollout of the mobile version for two reasons:
- The software was comprehensive enough on the desktop to more than fit customers’ needs. It includes many features that are highly valued.
- Every time someone posted to Scrivener’s social media pages they received a polite and friendly response. Each and every time.
With 40,000 Facebook fans and 38,000+ Twitter followers, responding to all comments could be considered overkill, but it proved Scrivener is dedicated, and listening to its customers. Even when the same question resurfaced over and over, they still took the time to acknowledge it.
At ATS Secured, we want to provide our customers with the best possible customer service. We listen, work toward the best possible solution, and if necessary, explain why things can’t happen in a specific way or order. Our goal is to accommodate the needs of customers and the entire mortgage industry, with a product that is robust, transparent, collaborative, compliant and secure. We strive to be an industry leader, and know the best way to make this happen is to understand and communicate with those we do business with.