Most Customer Complaints are Never Reported
When the bowl of New England Clam “Chowda” (written as it should always be pronounced) arrived, I ate half of it before discovering there was a large rubber band in the bottom of the bowl.
When I calmly showed it to my waiter, he promptly said my entire meal was free.
When I bit into the breakfast sandwich, I hit a tooth…and it wasn’t my own! When I told the manager, he gave me a coupon for my next visit.
When I ordered take-out from a new Chinese restaurant nearby, I received someone else’s order!
Did I sue the restaurants? No.
Did I take photos and blast them out to social media and appear on national news? No.
Did I complain to management at all? No.
In the case of the Chinese restaurant, I just never went back.
Do You Know What Complaints Your Customers are NOT Saying About You?
The silent but deadly customer complaints are the ones to truly fear; the ones you don’t know even exist. According to Esteban Kolsky, 91% of customers who are unhappy with a brand will just leave without complaining. What can you possibly do to lower your unhappy customer rate and increase your knowledge of complaints?
BE the SUPERHERO Your Customers NEED
Join me on Wednesday, September 20, 2020, as I interview Scott Friedman about his superhero topic: customer engagement. Scott is a former president of National Speakers Association and has spoken in 25 countries. He is one of only 40 Global Speaking Fellows. If you work for a company or own a small business, this is one day to set aside 30 minutes to watch live.
Watch the recording about customer engagement where I interviewed Scott Friedman for episode #007 and the recording for #008 where I interviewed Merav Richter about
different angles of storytelling for your book!
Join our Virtual Live Events Facebook group where all of our interviews are conducted LIVE every Wednesday. Ask questions in the comments area during the show and we will answer them live!