In business the single most important asset Raikov Effect Review is your people. Second is your customers. If your people are not attracting and keeping the customers, you won't have a business for long. Ask your customers and they will tell you what they like about your people and what they don't like. Once in a while you get lucky and a screamer comes in and tells the world what you are doing wrong. You just have to be ready to listen. I have to admit during my 25 years as a business owner and leader, I have had more than one customer who "let me have it" verbally.
Being open minded and listening to everything they say can be some of the most valuable customer feedback you will ever get. I am also slightly embarrassed to say everything they said was true. All of the events that made them angry really happened. At the point they are screaming at you out loud, they aren't sugar coating their thoughts. The rest of my customers I have to ask. This is why employees are so important.
If you trained them right and your company has a valid mission, your employees will do three things when they encounter a screamer. First they will listen closely and take notes on everything they say. Second they will make a change that calms the customer or better yet makes them happy. Finally they will use the information the come up with a solution or process so there isn't another screamer for the same reason. This is why employees are first, customers second. Without your employees, the customers will never come back.
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