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NEWSLETTERS
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Lindemann Chimney Supply sells wholesale only to the chimney and hearth industry.
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 11/1/2004
The Customer is Always Right!
The customer is always right except when he or she is wrong , which is most of the time. In a service business, right or wrong it really doesn’t matter. It’s the perception of the customer that matters. Keeping your customer satisfied and happy is really what matters.
When a customer has a complaint, you actually have a great opportunity to solidify your relationship. When you do get that dreaded complaint call, try to handle it with a personal touch.
First and foremost, take full responsibility, even if it’s not your fault, or you might not be the one to handle it. The customer doesn’t really care who’s fault it is, all they know is that they are upset and want you to handle it, and right now!
After you have heard the complaint and accepted responsibility, tell them that you understand how they feel. Empathize with them. You might even tell them of a similar thing that happened to you.
Be sure to listen and make sure the customer has told you everything. Ask questions to help you better understand the problem, and always try to find out what it will take to satisfy them. Never ever argue or get angry, rather try to agree with them if at all possible.
You might even take notes and confirm that everything has been covered. Be an ambassador for your company, don’t blame others or look for a scapegoat. Never pass the buck. Take full responsibility and assure the customer that you will handle it personally.
Be sure to respond immediately. When something is wrong, your customer wants and expects it to be fixed immediately. Find out what it will take to make your customer happy, and agree upon a solution. Then tell them what you plan to do and most importantly….Do It!
It makes for great public relations to make a follow-up call after the situation has been resolved. When you have satisfied an unhappy or dissatisfied customer, there is a good chance you’ll have a long-term relationship.
Be sure to ask yourself: “What you have learned, and what can you do to prevent this from happening again? Do I need to make changes?
Always remember: If you don’t take good care of your customers, someone else will.
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BACK ISSUES OF OUR NEWSLETTERS
October 2004
September 2004
August 2004
July 2004
June 2004
May 2004
April 2004
March 2004
February 2004
January 2004
December 2003
November 2003
October 2003
September 2003
August 2003
July 2003
June 2003
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