FOR IMMEDIATE RELEASE - November 10, 2009
Contact: John Tschohl
E-mail: quality@servicequality.com
Web: www.customer-service.com
(952) 884-3311Note to Editor: Feel free to use all or parts of this news release. John Tschohl also is available for personal interviews.
STRIKE A BLOW FOR SERVICE
Consumers Have More Power in a Tough Economy
By John Tschohl
As contrary as it might sound, consumers have more power in a poor economy.
So says John Tschohl, founder and president of the Service Quality Institute in Minneapolis, Minnesota, and author of several books, including The Customer is Boss. “In a strong economy, many organizations take their customers for granted,” he says. “But, when times are tough, smart businesses look for ways to attract and retain customers. They pay more attention to customer service, which means customers can call the shots.”
Many customers, however, are hesitant to complain when they have a problem with a product or service. They often shy away from a confrontation and don’t think the problem will be solved, so instead of trying to get the organization to rectify the situation, they merely slink away and take their business—and their money—elsewhere.
“You do yourself and the company a disservice when you have a problem and don’t complain about it,” Tschohl says. “If you don’t let an organization know that its products or services aren’t up to par, you don’t give it a chance to improve, and you don’t get any satisfaction for yourself.”
Tschohl offers the following suggestions for registering complaints and getting problems resolved:
Keep meticulous records. “That includes receipts, warranties, and other materials that relate to your purchase and the product,” he says. “Also, get the names of people you communicate with at the company, along with dates and responses, whether that be by phone, e-mail, letter, or in person. Document each step in the process of your attempt to get the problem resolved.”
Be polite, but firm. “If you rant and rave, it’s only natural that the person you are communicating with will become defensive,” Tschohl says. “If, on the other hand, you calmly and logically state the problem and sincerely ask for help, your chances of having the matter resolved to your satisfaction will greatly increase.”
Suggest an outcome. “It helps, especially when dealing with a frontline employee, if you offer suggestions on how the organization can solve your problem,” Tschohl says. “For example, you might say that you want a refund or to have the product replaced or repaired. Presenting options helps to speed the resolution.”
Set a time limit for action. “When you leave any kind of negotiation open-ended, it can drag on forever,” Tschohl says. “The longer the process takes, the less your chances of an acceptable outcome. Don’t give the organization the opportunity to put your problem on the back burner and forget about it. Instead, you might state that you expect action within 10 business days.”
Escalate your complaint. “Ask to speak to the owner, president, or CEO,” Tschohl says. “In most cases, you can Google the company and get those names. Most senior executives think their organizations provide superior customer service, because they never hear directly from customers who have complaints. When you contact them regarding your problem, it usually is addressed quickly. Put another way, if they don’t know there is a problem, they can’t fix it.”
Take it to the streets. “Most newspapers and TV news programs have staff members who act as advocates for consumers who experience problems with products and services,” Tschohl says. “There is nothing like a little bad publicity to remind a business that it exists to serve its customers. You also can contact the government agency that oversees a specific industry. For example, if you sat on an airplane on the tarmac for five hours, you might want to register a complaint with the Federal Aviation Administration.”
Taking these steps will enhance your chances of having a problem handled to your satisfaction, but Tschohl does admit that some organizations will not address customer complaints no matter what you do. “When a company doesn’t respond to your complaint or take steps to solve your problem, it is saying it doesn’t want your business,” he says. “You have the power to fight back by taking your business elsewhere. I strongly recommend that you do so.”
John Tschohl is an international service strategist and speaker. Described by Time and Entrepreneur magazines as a customer service guru, he has written several books on customer service, including Ca$hing In: Make More Money, Get a Promotion, Love Your Job; Loyal For Life; Achieving Excellence Through Customer Service; e-Service; and the Customer is Boss.
You can contact John at 952-884-3311 or e-mail him at quality@servicequality.com .