Are Your Sales & Customer Service Reps Firing Your Customers?

OAK PARK, Calif. - Sept. 7, 2024 - PRLog -- Your best customers may be hiding behind a prickly personality, says best-selling author Dr. Gary S. Goodman, President of Customersatisfaction.com.

For his many sins against the sensibilities of the 20-person support team he intimidated, they demanded their worst customer be fired.

Presenting their case to the president of the firm, they recounted this fellow's most dastardly deeds. Eyes cast downward, hearing them out, the head honcho took a breath and said:

"I'll fire him. But first, you must treat him like a prince for 30 days. If he doesn't improve, I'll cut him loose."

Not convinced they could sincerely be pleasant to the fellow, they reluctantly agreed. But they sniffed success, because in their estimation, this guy was way beyond redemption.

By the 30^th day, a miracle had occurred. As told to Gary Goodman at a seminar he conducted at the University of Cincinnati, that customer went from worst to first. Receiving the best possible treatment, he was turned around, became golfing buddies with the firm's president, and sent treats to the service team. And he became that company's best referral source, steering six-figures of business their way, in short order.

Learning Point: We are asking too little of our customer service team and our salespeople, who are typically pampered. And be watchful, they could be chasing away customers that they dislike.

What we should be doing is putting in their hands a copy of Gary Goodman's latest book, Do What You Hate & Your Bliss Will Follow.

Now available in audiobook format, published by the motivation masters at Nightingale Conant, you can listen to a free preview, here:

https://www.audible.com/pd/Do-What-You-Hate-Your-Bliss-Will-Follow-Audiobook/B0DF8M86F9

After that, check out Goodman's breakthrough book, Monitoring, Measuring & Managing Customer Service, where he discusses his protocols for handling customers and making them sing.

For more information, contact Dr. Gary Goodman at: gary@customersatisfaction.com and (818) 970-GARY (4279).