• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Home
  • About
  • Forum
  • Design Studio
  • Upholstery Jobs
  • Newsletter
  • Sponsors

The Hog Ring

Auto Upholstery Community

  • Facebook
  • Instagram
  • Twitter

Why You Must Resolve Complaints

December 29, 2012 By Nadeem Muaddi Leave a Comment

Recently, issues of customer service have been a hot topic in our Auto Upholstery Forum – with trimmers and suppliers sharing their thoughts on what constitutes good or bad service.

Given the popularity of this subject, we thought it would be helpful to share an interesting article recently published by Performance Loyalty Group – a consultancy  that helps businesses gain and retain customers – titled, “Why You Must Have a System for Resolving Customer Complaints”.

Author Mike Gorun starts off by citing a recent study by Tempkin Group that found it takes about five customers giving positive referrals for your business to gain one new customer, but only two dissatisfied customers speaking badly about your business for you to lose one.

You do the math…that means it’s twice as important to ensure that you don’t have unhappy customers than it is to maintain good relations with your happy customers. This doesn’t mean you shouldn’t focus on the latter—of course you should. But it also means that if you don’t have a system that empowers or motivates your employees to solve customer problems, you may be feeling the negative impact on your business.

Most people don’t set out to dislike or become a detractor for a business. The reason this happens is when a satisfied or neutral customer encounters a problem or an issue that isn’t resolved. At that point there is an immediate decline in loyalty. However, if the problem is handled well, the customer’s loyalty increases above his or her original loyalty level.

The biggest determining factor as to whether a customer becomes or remains loyal after a problem is whether that problem has been resolved. Unfortunately, many times employees believe that they are resolving a problem, when in fact they aren’t. […]

To ensure that your customers feel like their problems are resolved in a satisfactory manner, be sure that every employee follows an established process for customer complaint resolution. These steps should include acknowledging the problem, taking down facts, taking ownership of the problem, ensuring the customer receives a resolution to the problem and following up to make sure they are happy with the resolution. If one or more employees don’t follow this process, make sure there are consequences so that next time they will be motivated to follow the process. [more]

In a highly competitive market place, it’s vital that businesses like ours go the extra mile to ensure that customers are satisfied. Surely, not every customer is going to be easy to deal with – in fact, some are just plain difficult. But customers like these should be few and far between. Unless, of course, you’re the one doing something wrong.

We want to hear from you. Use the comments section below to share with us any tips or advice that you have for maintaining strong customer service. Also, feel free to relay any positive or negative experiences you’ve had with customers or businesses – and what you did about it.

Filed Under: Archive, Better Business Tagged With: Auto Trim, Auto Upholstery, Auto Upholstery Forum, Car Interior, Customer Service, Performance Loyalty Group, Tempkin Group

Reader Interactions

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Primary Sidebar

THR Sponsors

NC Sewing Machines
Miami Corporation RIght Rail - Ad 2
Top Down Group
Apex Leather
  • Douglass Interior Products
  • Hyde Leather
  • Moore & Giles Ad 1
  • Keyston Bros
  • GAHH Automotive
  • Premium Auto Fabrics
  • Albright's Supply

THR Favorites

The Hog Ring - Watch Alchemy Kustom Upholster a Bench Seat

Watch Alchemy Kustom Upholster a Seat

In his last video, Rick Valdez of Alchemy … [more] about Watch Alchemy Kustom Upholster a Seat

Auto Upholstery - The Hog Ring - Stitches Custom Auto Upholstery

Shop Profile: Stitches Custom Upholstery

Tony Miller of Stitches Custom Auto … [more] about Shop Profile: Stitches Custom Upholstery

What’s Your Type of Upholstery Shop?

Auto upholstery isn’t a uniform industry … [more] about What’s Your Type of Upholstery Shop?

Auto Upholstery - The Hog Ring - DIY Custom Headliner

DIY: Custom Headliner Madness

There are a lot of DIY auto upholstery videos … [more] about DIY: Custom Headliner Madness

The Hog Ring - Your Steering Wheel is Dirtier than a Toilet

Your Steering Wheel is Dirtier than a Toilet

The average steering wheel is four times … [more] about Your Steering Wheel is Dirtier than a Toilet

The Hog Ring - Lancia Orca steering wheel

10 Crazy Steering Wheels We Want to Wrap

So you think you're good at wrapping steering … [more] about 10 Crazy Steering Wheels We Want to Wrap

Categories

Footer

Recent Articles

  • Dickies Unveils New Line of Leather Underwear for Upholsterers
  • Every Trim Shop Needs the E-ZEE Steering Wheel Jig
  • Did You Know World Leather Day is April 26?
  • The Genesis GV60 has a Crystal Sphere on its Console
  • Mississippi Auto Trim Shop Destroyed in Fire

Recent Comments

  • Ty on Dickies Unveils New Line of Leather Underwear for Upholsterers
  • Eric Guzman on DIY Confederate Flag Truck Headliners
  • Adam on McPherson College Establishes New Scholarship Fund
  • Jack on Mississippi Auto Trim Shop Destroyed in Fire
  • Izet on Find a Job in Auto Upholstery

Advertise With Us!

We're always looking for companies to collaborate with. Watch this short video about the benefits of sponsorship and then email us to say hi.
anal porno bangbros rus porno yaşlı porno konulu porno olgun porno porno izle sarışın porno bakire sex 69 porno

Copyright © 2023 · Magazine Pro On Genesis Framework · WordPress · Log in