Saying Yes versus Making Customers Happy

Making Customers Happy

Making Customers Happy – The belief that saying “yes” and giving your customer what he wants will automatically make a happy customer is an easy trap to fall into. It doesn’t always work that way. For example, let’s say you visit your local post office and you get exactly what you need – stamps, money orders, and so on. Almost everyone leaving the post office gets exactly what they expect to get. If getting what you want were the only criteria, then the post office should be the greatest service provider on the planet. Yes, they are still not viewed that way and the number 1 reason is long lines, the laid back attitude of the clerks etc. So even though you get what you want (stamps, mail, packages), you don’t necessarily leave with that “I-can’t-wait-to-go-back-for-more-great-service-feeling!”

The opposite is also true, you can end up not getting what you want and still feel like you received good customer service. Imagine you visit your local ice cream parlour and you ask them for a chocolate malt with whipped cream. The person at the counter apologizes and tells you that they do not have that and unfortunately they are all out of that flavour, however, they don’t stop there – they go further and invite you try their decadent cocoa overload and for all your inconvenience they will give you a coupon on your return and 50% off the current order plus they will give you a double malt in that flavour with extra whipped cream. You leave in sweet shock – but happy!

Moral of the story – saying yes and giving a customer what they have asked for does not guarantee happiness and loyalty!

Customer Loyalty is the only guarantee for repeat business and the formula is "customer happiness"
Customer Loyalty is the only guarantee for repeat business and the formula is “customer happiness”

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