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Your Customer’s State of Mind Matters
By Chris Howard | March 14, 2009
You need to be conscious of what your customer’s state of mind is when they leave your business whether it be virtual or brick and mortar. How you or your customer service personnel handle a complaint or an issue will inevitably be etched into a person’s mind forever.
On more than one occasion I have seen a tense situation be diffused by simply being sensitive to the customers’ viewpoint and perception of the issues. You should suggest solutions based on their perceptions and not yours.
Insensitivity and indifference will do nothing except fan the flame of customer anger and probably lead to a lost customer, not to mention negative advertising through bad word of mouth.
The only opinion that counts is that of the silent majority of your customers – who vote with their wallets and purses. Never forget that their perception is your reality and positive perception spells success.
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