If your customers are treated like the enemy when they give feedback about your products, services, customer service and so on; that’s exactly what they’ll become.
How are you treating your customers when something you did (or something they *perceive* of you) manages to set them off?
It’s easy to take it personally…but do your best not to.
The high-value feedback you might normally miss out on is hiding right behind the bluster.
It’s often the most valuable you’ll get. It’s coming from a customer who cares in a vulnerable moment.
Soak it in. Thank them. And take action.
PS: That doesn’t mean you let people become abusive. Defuse, then discover.
3 replies on “Customers: Not the enemy”
[…] This post was mentioned on Twitter by Mark Riffey, Ryan Jordan. Ryan Jordan said: Advice we used today at @backpacking – thanks Mark! RT @MarkRiffey: Customers: Not the enemy http://bit.ly/9NMP0e […]
Defuse, then discover is putting it exactly right. Some people think “I don’t have to take that” and resort to that meaning I have to break contact. Just because you don’t have to take abusive behavior doesn’t mean you should manage the situation to bring an end to the abusive behavior and find a positive outcome.
I absolutely agree with you. When you stated if you treat you customers like enemy, they will exactly become your enemy. I like your statement!