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Show E6 The SaltLake Tribune BUSINESS Sunday, August 9,1998 ars, I've learned worst things that can a companyis for dis. satt stomers to leave still dissatisfied. While it may seem we've walked out quietly, the damage we cause is just starting First, wecan, and will, spread the word. Studies show satisfied customer will tell four to five people about a good experience. but an unhappycustomerwilltell RHONDA ABRAMS Complaints Are an average of seven to nineoth ers. As if that’s not bad enough, a report of a bad experience is twice as likely to affect someone else's buying decision as a good report Opportunity For Learning Recently, I've developed an an noying habit — when I get really really bad service from a compa- ny, I don't complain I just walk out quietly Great,” you're probably think“I wish all mydifficult cus- ing. tomers would do the samething What's so annoying about that?” Second. if I never tell you of a problem. you can't correct it. Let's say an unpleasant salesper- afr Save up to $120.00° Fy OSoieDee Se -& Glass Act Siu the manager, the more damage ments. 5. Don’t mislead and don't in letting customers know you Customer complaints can be a care when they have a problem. And you bettercare. It costs a lot overpromise. Many companies get more to get a customer than it does to keep one. 2. Don’t use the excuse, “It’s leading or confusing advertising or sales in a quest to attract cus- more dismissive to customers ten illegal, and a sure formula for complaints. in trouble because they use mistomers. This is bad business,of- company policy.” No phrase is than to be told they won't be treated as individuals. 3. Recognize a complaint for whatit is: an opportunity and not a confrontation. Less than half of tive situations into opportunities all customers with problems will to build customers forlife. In your complaint program,in- 4. Encourage feedback. Makeit easy for customers to let you tell you idee small business for USA Today returned an $8 bath rug to a de- Bryant St., (NU)180, Palo Alte CA 94301 7. Give front-line sales and service people authority. My friend Neal McCoy, Tracy Byrd andBilly Dean {tn concert on August 15th! Includes Admittance to pre-concert Celebrity Fantore with TracyByrd, Nea! McCoy and Billy Dean! All — nam the Karl Malone Foundation Ki Sages eaie] 1 required, Add a homey fouch with this smart plaid sofa with gigantic rolled arms and accent of wood bunfeet. ‘499° availableupon request sion of Facilities Construction Styled for an active family ey inc cosval design with double thick seat cushions and postel cover. Attached pillow back 1599? 9 Save $100 onthis traditional styled sofa with gen: PROJECT NUMBER: 98865 TYPE OF SPACE Warehouse Space for the Utah Travel Council 4.500 rentable square feet Sat Lake County 5600 West and 2100) Bast, 1700 South and Noethorn Most North Salt Lake City Property Lane LENGTHOF LEASE. Three (8) yours with the option to renew PARKING wo (2) Parking &: —appropriate loading dock and semi-tractor trailer accessibility OCCUPANCY Detober 1998 Please submit propouals to Pamela Har Division of Facilites Constraction & Management 4110 State Office Building Salt 84114 ; Lake Chey, UT 88.34:40 : Casual contemporary styling with wood feet and tle camel back and Bushto contrasting tosspillows floorskirt. Floral stripe pat- %6 Straight back design ‘7 9 dest 526 Pr Me” “Compare Us To Your cm > Broker...” (feet “6 $0 $72 Mernill Lynch Rhonda Abrams writes on Readers can e-mail her at rhor daonline.com or write to 555 A Pair of Tickets to see... wy, STATE OF UTAH ADVERTISEMENT FOR SPACE The f Utah, Divisionof Facilities ‘0 d Management, requests al] Waterhouse even more loyal if they know you'll fix their problems. Stunning plaid fabric with bun nd twenty-five (25) stalls ‘shall publi OCCUPANCY: October 1, 1998 Pleane wubmit proposals to D Doag Pulimer Division of Facilities Construction 4110State Office Bi Salt Lake City, Utah 84114 Telephone: (Ml) 5383: Fidelity Olde Sary cost of doing business. Whi there may be a small Percentag: of customers who will take adva tage of you, the majority will be eet and matching and contrasting toss pillows! Loveseat Also On Sale! PROJECT NUMBER: 98863(Rebid) ‘TYPE OF SPACE: Office and Service Area Space for the Utah State Tax Commission AMOUNT OF SPACE 3,055 rentable square feet LOCATION: Salt Lake County BOUNDED BY: Within « five mile radius of the center of a circle | Quick & Reilly back. The store was trying to pr 6. Don’t blame the customer. “You ordered the wrong thing” “You didn’t followdirections.” Utah’s Guaranteed LowestPrices areat Granite Furniture! TATE OF UTAH ADVERTISEMENT FOR SPACE The State of Utah, Division of Facilities Construction and Management, requests all per hwab partment store and had to gotc three offices to get her money tect against employee theft, but the bureaucratic policies lost a customer forever. 8. Don't be cheap. Correcting mistakes is a normal and neces- When you blame a customer, they see it as a personal attack. Why go back to a company for insults? FURNISHINGS S 4a LE Provo/Orem Ogden Area 373-8726 392-1072 LENGTH OF LEASE: PARKING: panies nowgive customers cards to rate the service and make com- 1. Apologize: Saying “We're sorry” is an importantfirst step ny’s reputation. valuable resource for improving your company’s performance. But if you're like mast businesspeople, you haven't given much it to how to solicit and deal with customer feedback. Bydeveloping a customer-feedback strategy, you can turn nega- know how they feel. Many com- lowing princip! this one bad apple can do. If. on the other hand, I take the time and effort to complain, the manager can train, counsel, or if necessary, fire the salesperson and reduce the damage to the compa- UTAH’S BEST HOME + eee corporate some orall of the fol- Son waits on me. If I don’t tell HNO 18 166 84 9) 138 92138 60 100 138 83 8 201-265-483 Call for » Free € “YOUR GUIDE TO COMMISSION SAVINGS” Fouchtome & Internet Trading wow discounthroker con 280 S. 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