Manage Customer Expectations
e.g. Holiday World
Free sunscreen, free soda. Not expected.
Hug Your Haters
If you want to get fewer complaints, you must first get more complaints (basically, call out to the silent unhappy customers).
Only 5% of the unhappy customers complain. The rest simply don’t come back.
Find a way to get out from the unhappy customers, what they weren’t happy about.
Be receptive and available in all channels, so that customers can complain easily
Communicate
e.g. Square cow
Why do customers complain?
Moving causes the brain to go haywire (same with wedding and holiday seasons).
They doubled their emails and calls to make sure customer knows what to expect (arrival time etc).
If customers don’t understand, it’s your job to communicate the message across.
Be Empathetic Every Time (BEET)
Be nice
13 words you never use when replying to customer: (send an email by tomorrow morning to get the ebook) haha…smart
bonus@jaybaer.com
Never reply more than twice to a hater in public – intuitive.