Closing the communication loop is vital. Too often a business gets a request or complaint and takes action to resolve the situation but never calls back to see if the customer is happy, is satisfied.
Confirming satisfaction before ending the transaction or closing out a work order is incredibly important. Doing so demonstrates three essential values:
1. The organization is committed to satisfying the customer, that you care enough to ask.
2. That it is the CUSTOMER who gets to decide that the issue has been resolved.
3. That you are willing to do what it takes to resolve the situation, to continue the process until the customer is happy.
Yes, we are all busy and taking the time to call back and verify completion requires time, self-management skills, and the willingness to make customer service a priority. Yes, it can take emotional courage to call back a difficult customer, but avoiding a situation only lets it fester and feelings buried alive never die. Most people will admire, appreciate, and respect your proactive willingness to check back with him and confirm his satisfaction. Remember: unhappy customers are a TERRIFIC source of free consulting on how to improve your service.
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” — Sam Walton; 1918–1992, founder of Walmart and Sam’s Club
“Treat all customers as if they sign your paycheck…because they do.”
“Customer complaints are the schoolbooks from which we learn.”