Comments on: Six Easy Ways to Make Sure Your Customers Hate You

By: Adam Toporek

Adam Toporek — Thu, 17 Nov 2011 00:10:55 +0000

In reply to Annie. I thought that was one of Laura's stronger points too Annie. Thanks for the comment!

By: Annie

Annie — Wed, 16 Nov 2011 22:41:05 +0000

“People often change their tenor when they hear back from the company that wronged them.” –Absolutely true, as long as the response is friendly and helpful, and not defensive or negative as you said.

By: Adam Toporek

Adam Toporek — Wed, 09 Nov 2011 23:14:06 +0000

In reply to AP. Good point. It is hard to deliver excellent service when you are over capacity.

By: AP

AP — Wed, 09 Nov 2011 18:59:22 +0000

I think one thing that happens is that some individuals/small businesses take on more clients than they can really serve. This is a quick way to underserve the customers that you do have.

By: Adam Toporek

Adam Toporek — Tue, 08 Nov 2011 12:05:00 +0000

In reply to Peter. Hi Peter, Laura is using irony to make her point. It might not be obvious in some areas outside of the U.S., but neither Laura nor I think it is good practice to make customers hate your company.

By: Peter

Peter — Tue, 08 Nov 2011 06:19:19 +0000

Why would you let that your customers will hate you?If there is a way to convince them why dont you try to do that.

By: Laura Click

Laura Click — Thu, 03 Nov 2011 19:03:27 +0000

In reply to Michelle Quillin. Yes, Yes, YES!!! You got it, Michelle. It truly makes such a big difference when you apologize and pledge to make it right. That's all anyone wants anyway!

By: Michelle Quillin

Michelle Quillin — Thu, 03 Nov 2011 06:19:15 +0000

I so agree with Davina…no pointing fingers when mistakes happen! Customers don’t care whose fault it is. They care that their needs aren’t being met.

When I hear a customer service rep blame anyone — even if it’s TRUE — my opinion of the company plummets. Just say, “I’m sorry, Mr. Brown. We’re going to do what we can to make this up to you and see that it doesn’t happen again — to you or anyone else.” Because that’s still the truth. When I hear those words from a customer rep, I instantly feel better about the situation, don’t you?

By: Jeff Toister

Jeff Toister — Tue, 01 Nov 2011 02:55:06 +0000

In reply to Laura Click. Good list and an even better admission in your comment. It's always so easy to point out what others are doing wrong in customer service, but it takes real commitment to do it consistently right ourselves.

By: Laura Click

Laura Click — Tue, 01 Nov 2011 02:54:34 +0000

In reply to Prosklitiria Agoraki. I agree. Keeping deadlines is important - it definitely speaks to how credible you are as a business.