Fewer than half of unhappy customers will bring a complaint to your attention. Those who never say anything will tell an average of 11 or more people about their bad experience. It is important that we recognize complaints as opportunities!
Most organizations in the world believe they deliver awesome service. To reinforce this, firms spend most of their money on surveys. With every transaction they want a survey. The NPS score is critical for so many firms. They tend to be everywhere and customers are bombarded with e-mail or online survey offers from companies who want to know their opinons about their products, services, etc. The problem is most customers think customer service is lousy. Most people would have trouble identifying 5 firms that deliver exceptional service.
The most difficult skill to get almost any employees to use is Empowerment. Trying to get an employee to make a fast, empowered, decision in favor of a customer takes two miracles at one time. Regardless of how committed the CEO is, it is almost impossible to get your employees to spend even $5 without asking their supervisor or manager for permission.
Almost all U.S. firms believe they are awesome at customer service, speed, empowerment, and service recovery. They are living in La La Land. I demand great service and firmly believe we all should. I will NOT give money to firms that suck at customer service.
The Power of a Service Guarantee.
Every year I share results from Northeast Delta Dental. They provide dental insurance in Vermont, Maine and New Hampshire, three small U.S. states with a population of 600,412, 1, 292,816 and 1,330, 600 respectively for a total population of 3, 223,828
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