I've been thinking some more about my post the other day about enlisting the help of our complaining customers (because, after all - they wouldn't complain if they didn't expect more of us).
I'm wondering what would happen if we really played out the profile a little bit and, even before enlisting them, we gave them the royal treatment.
What if we:
> Treat complainers as connaisseurs of our brand and services?
Therefore, when they find something amiss or something that doesn't live up to expectations, let's reward them in some way (public recognition and thanks, a small branded gift).
> Give complainers the best follow up, the most solicitous appreciation, etc.
Think about it - it's human psychology. Remember, they're only complaining because they had high expectations. Let's cement their status as "Super Promotor" and make them into positive evangelists.
These are still wins -- for both the company and the customer.
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