Quality-Price-Service

Out the window

[grandpa]

Well just last week I was bragging on my quality, and "competitive" prices and service. Yesterday I got a fax. The customer was straighforward - My service was poor, my price was steep and my product was, in a word, crap.

They don't even want a refund, apparently they just want to be left alone.

It does happen, I won't deny it. This is only the third complaint I've ever heard where we failed the grade on all fronts. My next move will be to pick up the phone tomorrow and call them - after considering the comments for a while. And I'll be sure to thank them for their honest opinions. Without those I might roll along merrily losing customers without a clue.

Presumably no one is in business to get these types of letters from their customers. And, as I stated, it does happen. How do you handle a thoroughly dissatisfied customer?

[stuntdubl]

Without those I might roll along merrily losing customers without a clue.

A great quote (though not verbatim) from Bill Gates is that those who complain are our best customers.

You really can't learn a lot from satisfied customers, but those who criticize can help you establish your weak points and improve upon them.

I would the the best thing you can do is really try to be considerate and understand their feelings (even if they ARE wrong), and try to glean as much information from the experience as possible.

[PatrickDeese]

When I lived in Texas I was in a old-timey garage of a mechanic.

There was a sign that said something like:

JOE'S GARAGE
est. 1951
Quick - Fast - Cheap
PICK ANY TWO

Anyhow. I think that your customer did you a big favor. Take your licks, make things better - send them a coupon when you think everything is straightened out.

[MichaelBluejay]

I'm curious -- how much do you charge?

I've been called on speed before, but so far not on price or quality...yet.

[percentages]

>How do you handle a thoroughly dissatisfied customer?

I show them the competition again, which is what I did before they became a customer.

Then I tell them they are free to cancel my services without any notice and move to the competition if they so wish. Only proviso being if they choose to do so I will never take them back again.

They are "whining", I put the ball in their court, if they really think they can do better, let them go for it!

This is of course a very confrontational and "arrogant" approach. But, at the end of the day either you are going to win for your client or you are not. If the former applies you have nothing to worry about by taking this approach, if the latter you are already dead in the water!