Listen to your customers

There are many different responses to customer and staff complaints—some better than others.

Over the years, we’ve seen people who wanted to incorporate every idea that came their way to ones who wouldn’t listen to a word anyone said.

In the past, an unhappy client told some 10 people about their negative experience.

Thanks to the Internet, if someone hits a nerve today that 10 people could be 1,000, 10,000 or more.

For one city in California, two complaints is all it takes to get someone’s ear.

For one state, it only takes five letters on a particular subject.

For forward-thinking business people, one complaint—one person upset enough to make waves—should be enough for the company to question how to do it better.

When people are willing to listen to their customers, it not only creates better service—or a better product—but keeps up with a fast-moving market.

Because if your business doesn’t do it today, someone else’s will tomorrow.

For more information, call Dell Richards Publicity (916) 455-4790 or visit us at www.dellrichards.com.

Qualify leads so you don't have to make good as often

Clients rarely tell others they’re satisfied, but they tell the world they’re not.

That’s why making good is essential if a client is dissatisfied.

Whenever we’ve had to make good, it hurts.

Especially if we did what we said we’d do.

We’ve discovered that, generally, if we had qualified the client better, we usually wouldn’t have had to make good.

We know the profile of the company that fits best with us.

With very few exceptions, when we take a client who doesn’t fit that profile, especially one who can’t really afford a public relations firm, we’re more likely to run into problems.

We’re firm believers in giving back to the community by doing pro bono PR.

When it comes to profit, stick to your parameters. That way, you won’t have to make good as often when you’ve done excellent work.

For more information, please call us at 916. 455.4790 or visit our website at www.dellrichards.com.

The little things make a big difference in customer service

In the past, when someone was unhappy with a business, they told 10 people.

Not anymore. When someone is unhappy now, they post it on facebook, twitter tons of followers, rail about it in a blog and visit a website specially designed for complaints that hundreds, if not thousands, of people see.

If you think that service has to be really bad for someone to get riled up, think again.

A series of little snafus can cause as much anger as a big one--the work order that doesn't go through, so the system crashes almost as soon as it goes up. Or the tech guy who doesn't know there will be downtime during the transition.

Or take doctors. At most offices, you sign your name and wait until called 10-15 minutes later.

The receptionist who doesn't look up, smile or even acknowledge your presence is taken for granted in healthcare.

Nevertheless, I left a dentist who ran late for one who doesn't. Quite frankly, the new dentist may not be as good as the old, but I don't care.

My time is as important as my teeth. When they say it will take 30 minutes, I can plan on spending 30 minutes there--and no more.

In the end, it's the little things that make all the difference.

For more information, please call Dell Richards Publicity at 916-455-4790 or visit our website at http://www.dellrichards.com/.