| In a past life, a former colleague of
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| | right one. People just want their issue
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| mine taught our company the concept of
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| | handled!You likely have a few typical
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| the
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| | complaints. Rate them between 1 (minor)
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| Complaint-O-Meter for handling guest
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| | and 10 (major).
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| complaints.We've all been through various
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| | Unfortunately, each typical complaint is
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| types of complaints as both a customer
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| | different in the eye of the beholder.
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| and an employee.
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| | While I might
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| You remember both ends of the extreme.
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| | believe a hair in the food is low on the
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| On one hand, the Ritz Carlton hotel has
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| | scale, if I have that attitude with a
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| empowered any employee to handle any
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| | customer who
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| complaint or issue up to $2,000. On the
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| | feels it is a 10, we lose.Gauge where
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| other
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| | the customer is on the Complaint-O-Meter
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| hand are many of their competitors: Have
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| | in their mind and handle their
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| a complaint? You're told to call the
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| | problem accordingly --- they just want
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| office or fill
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| | it fixed. It might entail a replacement
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| out this comment card.When handling
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| | item or
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| complaints, here are a couple keys:-
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| | apology on the low end, or a refund and
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| Understand the lifetime value of a
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| | lifetime comp card for the higher end.
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| customer. Too often, managers and
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| | Ensure that
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| employees
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| | you address the issue they have today
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| worry about the cost of the replacement
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| | --- cold fries are not fixed with a comp
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| item or refund (the pennies), but forget
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| | card.
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| about how
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| | Don't trip over dollars to pick up
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| much that customer spends with them (the
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| | pennies. Ensure the customer leaves happy
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| dollars). If a customer visits you twice
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| | so they return
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| a week
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| | again!T.J. Schier is service
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| and spends $6 per visit, they are worth
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| | professional, consultant and speaker with
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| about $600 per year to you. Now, if they
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| | over 20 years experience in operations
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| have a
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| | and training. Founder and president of
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| complaint over a $5 value meal --- even
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| | Incentivize Solutions and podTraining,
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| if they are wrong --- is it worth losing
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| | T.J. has helped numerous clients enhance
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| $600 in
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| | their service and training programs and
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| annual sales over $5? Try attracting
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| | spoken to tens of thousands of managers,
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| that much business with that small an
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| | franchisees and operators in various
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| investment.- Educate the employees on
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| | fields. Visit for more info motivating
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| what they can handle without the manager.
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| | today's employees, training today's
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| For
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| | generation and delivering outstanding
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| example, are a customer's fries cold?
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| | guest service; or a unique new system
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| Replace them with hot ones. Wrong drink
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| | and the foundation of 'i-learning' -
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| flavor?
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| | using the device of today's generation,
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| Replace it with a larger size of the
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| | the iPod - to train your workforce.
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