The following customer service tip comes from my husband, a usually quiet, unassuming man. A recent negative experience with customer service changed his purchasing habits with one company forever.
For many years, my husband has visited a particular movie rental chain for all of our family’s movie rental needs. Since he was a teenager, in fact. This particular movie rental company (who shall remain nameless) recently messed up and lost my husband as a customer forever . . . a big (costly) mistake.
I still remember the night my husband came home and told me about the experience. Without going into details, suffice it to say that an employee had treated him very rudely.
“Well, did you speak to the manager to complain?” I asked.
“No, I just won’t ever rent a movie from that company again,” he replied.
And he meant it.
He then proceeded to cut up his membership card right there in front of me. (I remind you that he has had this membership for nearly 20 years.)
Either way, some customers simply will not take the time or effort to verbalize their complaints. They just won’t come back.
It’s a great idea to ask your customers for feedback, even if they don’t provide it right away. You could . . .
Send an exit survey.
Use a free survey service like Survey Monkey and offer your customer a coupon code on a future purchase for filling out the survey.
Ask for Etsy feedback.
If you notice that several days have passed since the customer should have received his/her purchase, send a brief follow-up convo, asking for feedback and/or details about the buying experience.
If you receive negative feedback, make it right. To quote Jeff Bezos, “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
How about you? Do you always verbalize your complaints or do you just hush up and “disappear”?