Turn Customer Complaints into Assets

Interestingly enough, we purchased a major appliance this week, and when we got the wrong color, we went to the dealer. He did not try to turn our issue into an asset. He took it as a personal affront, without offering to "go the extra mile" to please us. Then I get this article called "Turn Customer Complaints into Assets" in a newsletter today.

I need to say that the sales person who sold us the appliance was the best I've worked with in a long time. If you need a new appliance, see Ryan at Dreydan's in Canon City. Yep, he's the one with the tattoos, earring and shaved head. He's also the one with answers to all your questions, the savvy to know when to let you look by yourself and customer care skills we're all looking for. I would recommend you avoid dealing with the owner, Lance.

Now as a small business owner, I know it's hard to not 'take it personally' when someone is less than satisfied. I know I do take it personally sometimes.

I also know better and have proven it to myself over and over again. By giving the customer the concern their issue deserves and finding a solution to make them happy, they become customers for life. Not only that, but they WILL tell others about the great customer service.

Not because Lance offered, but because I demanded, we got our issue resolved to our satisfaction. But you know, that irritating attitude he took with me will be remembered for a long while, but then so will Ryan's great service.

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