Eric Sohn
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Let's do the math, Steve -
You just told over 100 people. How many would you have told if they hadn't contacted you?
As Karen Stafford's minions over at the "You've Got the Customer! Now Keep Them!" network will attest, unhappy customers will tell, on average, 7-10 people. Happy ones will tell 1-3. And, on average, 96% of unhappy customers won't tell you you're unhappy. Honestly, as the title of the book says "Every Complaint is a Gift".
I'm a mystery shopper. Today I opened an account at a local bank - and the woman who helped me was showing me more of her cleavage than I thought appropriate. Did I say so on the evaluation? Darn tootin' - my only regret is that it may hurt her compensation. Will she be better off for it in the long run? Yes, and so will the bank.
Coach Eric
> Steve Hardman wrote:
> I probably should have been more clear... I didn't want ANYONE from that company calling on me again. Now I cannot say that either company manager knew exactly how their reps would act. And sure, I got an apology. Well at least from the cigarman's boss. From the other, I think he just thought I was nuts for objecting to her appearance. But I have to say that there would have been some clue that these people were not professional.
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>Therefore, it is the judgements of the companies' elite that I question, even more so than the actions of their reps. I cannot afford to put my company or any part of a company who has this kind of judgement in hiring people.
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>Some business owners tend to think that you should give them a second chance. For whatever reason, I just don't feel obliged. My company feeds my family and pays my mortgage and these are things that I don't put in the hands of incompetants. When someone hires someone like this, they haven't just made a mistake, they have already proven their incompetance in making business decisions.
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>Sometimes business opportunites area just plain lost forever and it is this sobering fact that should be imbedded in the mind of anyone who is hiring anyone for any kind of position. The people who come into contact with your customers are your lifeline and they can make and break you.
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>Am I wrong or is no customer contact better than BAD customer contact?
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>> Eric Sohn wrote:
>> Steve -
>>Which would be more interesting to you - how the employer prevents this from happening, or how the employer reacts to your phone call?
>>Coach Eric
>>> Steve Hardman wrote:
>>> Okay, I've had two meetings that were disasters this week. Not my disaster, the salesperson calling on me. Do you ever find that you have a great product and a great company but then you are blindsided by the idiot you hired to represent you?
>>>
>>>The first one actually sat in my office and when I came back with a glass of water had lit a cigar. No ashtrays, no smell of it in my office, no sign that I smoked much less that I wanted his foul smelling smoldering piece of barnyard rubbish in my office. He lost it in my glass of water.
>>>
>>>The second was a 20-something bleach blonde wearing stiletto 4 inch heels and a red tube dress that left no doubt as to the fact that her legs went all the way up and virtually nothing else to the imagination.
>>>
>>>The only thing that either of them got was a phone call to their respective bosses about unprofessional staff and a request that they not call on my company anymore.
>>>
>>>Many other nightmares that I can recall but I’d love to hear about this from the employer’s side. Any lessons you learned in the process and how to avoid such catastrophies.
>>> Private Reply to Eric Sohn (new win) |
