What Your Business Goals
Blessed are you the owner of the business if there are customers who complained your product or service. If he complains, then that’s the sign he cares about your product.
There are a number of facts concerning customer complaints: only 4 percent of dissatisfied customers will complain. The rest, namely 96 percent, will directly go and do not use your product or service again. Average customer who is dissatisfied will tell 9-10 other people.
From this fact, look how much service or service must take precedence if we do business. Customers will be so easily turned away if they feel dissatisfied with your service, and might even provoke her friends not to use your services.
You also need to ensure that customers not only get satisfaction from your service, but also something more than that.
“Our goal is provide a service not only to customer satisfaction and customer loyalty, but also customer antusiasm,” said Cyltamia Irawan, CEO of Lantern Consulting, in a workshop on “Understanding the Customer and Winning the Heart” which was held by the Femina magazine at the Crowne Plaza Hotel, Jakarta, Saturday (22/05/2010).
As a business owner, you also must be able to bridge between customer expectations and performance of your company. During can get what is expected, customers will be satisfied. But be careful, you must be consistent with your services, let alone customers have a tendency to compare your services with the company’s service competitors.
“At least, he (the customer) should get the same services with which he acquired before,” says Mia, so this energetic woman always greeted.
Therefore, Mia is suggested, while providing a questionnaire to gather feedback from customers about your services, do not give the question “Are you satisfied with our services?” If it is satisfied, so what?
A more important question for Mia is, “Will you recommend us to your friends?” The answer to this question may be a recognition that customers are completely satisfied and do not hesitate to recommend your services or products to family and friends.(kompas)