Our customers are talking about our businesses with others. The only question is this: “Do we like what they are saying?” Are they singing our praises or are they telling others how bad of a job we are doing?

Word of mouth is a powerful means for customers to share their thoughts about a business. Years ago, if a customer had a problem with a business, they would tell ten of their friends and that would probably be as far as it would usually go. The sphere of the problem would be limited to a geographic area for the most part.

Today, with social media, a bad customer experience can reach the attention of a huge audience. At times, this attention can become a real problem for the business; to the point where they lose customers.

As I was talking with my good friend Rob Cairns from Toronto via Skype, he shared the story of a waitress at a restaurant. A member of Rob’s party had asked for a glass of water. Fifteen minutes later the waitress arrived with the glass of water and exclaimed…”Are you happy now!” Needless to say, as Rob went out the door, he spoke with the manager on duty.

The restaurant where they were dining at was noted for their great customer experience first of all. Rob has been in the customer service industry for many years. He knows how service should be delivered. He spoke with the manager regarding the issue. Rob was doing the restaurant a favor by the way. Most customers simply walk out the door and never come back. A complaint is an opportunity to fix a problem.

A short time later, Rob received a call from the restaurant as a follow up. They corrected the problem. What started off as a negative experience, ended on a positive note. So what can we learn as a business from this:

  1. Since I am blogging about this incident, we should understand that one wrong action from our staff can end up on a blog that can reach a huge audience.
  2. As a service provider, it is never a good idea to take your bad day out on a customer. If your day is that bad, switch shifts or stay home.
  3. When someone brings a complaint to your attention, don’t pass the buck. Make sure that it is dealt with.
  4. Make sure that you do a follow up with the customer letting them know that the issue has been dealt with.
  5. Remember that your customers are the reason why you exist as a business.

I understand these principles because of my many years in customer service; from auto parts sales to a Chrysler automotive store service advisor. One thing I want to make clear, most customers are usually good customers. There are thankfully only a few customers that really should take their business down the street; if you know what I mean.

So when they have an issue, it is usually an opportunity to recognize a blind spot in the business and fix it. I have had my share of customers pounding their hands on my service desk who were very angry. I like this type of customer. Once we address the issue and agree on a way ahead, they usually end up being my best customers. I use the LEA method to do this by the way.

I want us to also realize that our customers have to be educated to do business with us as well. They need to see what is going on, so that they can make the decisions they need to make properly.

So keep in mind that these are the days for offering good customer service. If you do not plan to offer good customer service, go get a day job. I mean it. Customers will talk and they will vote with their feet. Your competitor will gladly welcome them into their business.

If there is a problem, don’t stick you head in the ground. There are lots of examples of businesses that did this. I recently showed a social media class the “United Breaks Guitars” video. Get my point. Don’t take your customers for granted. They will talk. I hope you like what they are saying.