Comments on: The Effects of Bad Customer Service https://www.floristchronicles.com/2012/bad-customer-service Your Flower Care, Wedding flowers and Florist Resource in South Africa Thu, 10 Dec 2015 17:09:38 +0000 hourly 1 http://wordpress.org/?v=3.4.2 By: Florist Chronicles https://www.floristchronicles.com/2012/bad-customer-service#comment-15715 Florist Chronicles Sun, 10 Jun 2012 18:16:32 +0000 http://www.floristchronicles.com/?p=2527#comment-15715 Exactly Gina! Now more than ever in this day and age of the internet and super connectivity... the customer really is king, and needs to be treated that way if you want to build a strong brand. In our own business, we have found that if a customer is really unhappy, and no matter what compensation we have offered to make up for an unfortunate mistake, giving the customer a full refund as a last resort (often even if the customer is wrong or at fault), ends up being cheaper for us in the long run, than if they run amok on review sites complaining. In fact, they usually appreciate our gesture and good will, and end becoming some of our most loyal customers. As I always say, you have to give a little, to receive in life, and business... Exactly Gina! Now more than ever in this day and age of the internet and super connectivity… the customer really is king, and needs to be treated that way if you want to build a strong brand.

In our own business, we have found that if a customer is really unhappy, and no matter what compensation we have offered to make up for an unfortunate mistake, giving the customer a full refund as a last resort (often even if the customer is wrong or at fault), ends up being cheaper for us in the long run, than if they run amok on review sites complaining. In fact, they usually appreciate our gesture and good will, and end becoming some of our most loyal customers.

As I always say, you have to give a little, to receive in life, and business…

]]> By: Gina Kellogg https://www.floristchronicles.com/2012/bad-customer-service#comment-15709 Gina Kellogg Sun, 10 Jun 2012 17:39:46 +0000 http://www.floristchronicles.com/?p=2527#comment-15709 That's scary that nearly one in five people would post negative comments online after a bad experience. Proves how important it is not to let a bad day (for your or your staff) impact your customers--and why you can't let a customer's bad day influence how you react, either. That’s scary that nearly one in five people would post negative comments online after a bad experience. Proves how important it is not to let a bad day (for your or your staff) impact your customers–and why you can’t let a customer’s bad day influence how you react, either.

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