Spoiled, demanding, complaining
Billys are every season worker's worst nightmare,
right?
Not according to the
newest ideas in the States. "Your service
models are broken," Rick Barrera recently told
American companies. Slightly controversially
he added, "Most companies today are not structured
to deliver quality service."
Spoiled customers will quickly become repeat and loyal
customers, Barrera said. And they'll tell a friend.
Complaining customers are a great source of feedback.
It seems that highly demanding clients are good for
you.
Other revealing stats
were that:
- 78 percent of current
skiers and 86 percent of future skiers polled are
influenced by a
friend or family member when picking their ski vacation
- 95 percent of all
complaining customers will do business with you
again if you resolve their problem
quickly.
Bear that in mind the
next time you get some whingers!!!
