Everyone has a feeling of immediacy to influence the future.
Mistakes, flaws, and glitches happen every day. Some are created by human error, technology errors and for no reason at all. Consumer’s don’t really care WHY the problem is happening. They just want to know how long until it’s fixed.
Following these 3 insights from Steve Jobs will help your teams color outside the lines and retain clients.
1. If a user is having a problem, it’s our problem.
Make it right. If one client or consumer is having a problem, then the whole company is having a problem. Customers want the problem to be acknowledged and fixed in a timely manner. Don’t be afraid to replace the product or give a guarantee. Let the clients know you are there for them.
2. You’ve got to have a problem that you want to solve; a wrong that you want to right.
Look to other industries. Jobs was the master at creating the ultimate customer experience. What you do shouldn’t be determined by your competition. Color outside the lines and look to other industries for example: food service and hospitality. Take notes on how customer complaints and issues are resolved from beginning to end.
3. Great things in business are never done by one person, they are done by a team of people.
Everyone matters. Unhappy customers can be your greatest source of information, so listen to your client’s feedback. Over the years handling complaints has transitioned from phone calls to emails and even now consumers can reach out via text, messenger, Facebook, Twitter, Instagram, etc. Technology is great, but nothing says “I care” to your client like a phone call.
The sun rises and sets for companies based upon the experiences of the consumers. Customers are not always right, and some will try to take advantage. Keep your teams prepared by teaching them how to respect the customer and give them a positive experience in any situation.