“There are many criteria that require a good customer-business relation because ultimately they are the market that can either sail or sink a company, but how can they be made happy?”
Happy customers’ happy company. A rather effective motto for any given organization if they are to set on a path to success. Now the thought of what customer success has to do with this will arise. How does making the customers happy help? How hard is it and how can it be done? Well it’s no rocket science to make the customers feel valued and understood.
There are many criteria that require a good customer-business relation because ultimately they are the market that can either sail or sink a company, but how can they be made happy? But the main question is why they are unsatisfied in the first place. Let us consider two case scenarios to understand this even better.
Case 1
Sarah is a restaurant owner and hires Mike to be manager. The head chef of the restaurant is a rude man who is always screaming and shouting at the other chefs and workers. Now during a really busy dinner service the head chef is heard screaming at the waiter who returned back with a dish and a complaint from a customer who apparently finds the food to be bland. His shouting is heard by all the present customers and they feel very uncomfortable with such an atmosphere and begin to leave. Mike receives several complaints and decides to tell Sarah who turns a blind eye to his words. The customers realize this and start posting bad reviews of the restaurant which ultimately leads to the restaurant losing its reputation and finally closing down due to bankruptcy all in the while Sarah who pretended to turn a blind eye states that she did not know such a situation has happened.
Case 2
Brent owns a small coffee shop and hires Harman as a manager. The staffs of the coffee shop seem to be lazy and this earns many complaints from customers who visit the coffee shop. Harman sits down with the staff and asks them why they are behaving as such and finds out that one of their barista’s was bullying them and that they were reluctant to face him hence seeming to be lazy by doing nothing. Upon discovering this Harman confronts Brent and finds a solution to the problem. Within the next day the rude Barista gets sacked and the staff become livelier than usual making the small coffee shop a famous venue and praised for their services.
From both these cases we can clearly see how the complaints and their solution affected both these franchises. While Sarah turned a blind eye and ignores Mike’s complaints that the customers have told him, Brent listens to Harman and finds the solution which causes both his staff and his shop to be a happy place to be around. Customers are the reason why these businesses are in existence and if there is a problem which does not get solved then they have no reason to stick around and face such humiliation.
Secondly there are customers who also make it difficult to work. The internet most commonly terms such customers as Karen. This particular group is never satisfied and always finds a flaw in any possible way. This is when things become a hustle to handle.
The best way to handle these sorts of customers is at first communication and progress report. It becomes really important to let these people know that they are being heard and the action that is being taken for the complaint that they have lodged is under process and will be applied in a short period of time. Moreover if they find fault in the solution as well then the best option is to ensure that they and the other customers know that the company did everything possible in its power to help out this customer but yet they are unsatisfied with an insignificant issue. This helps build trust and transparency with other customers who then identify the problem to be such customers and help out the organization instead.
Another way is to have a human resource department that can work on these problems and help customers without disrupting daily activities. This includes providing quick responses and showing result by communicating with the other departments regarding the problem and finding their solutions. Another way is to conduct surveys to know that they really think about the organization and what they think should be done to improve the product or services and once their complaint has been processed they can be sent a progress report through mail so that they know that they are being heard.
Furthermore having a frequently asked section in case the service or product is an online entity. This section ensures that there are response and solutions to the problem that customers have faced previously. This not only shows that there are already ready solutions to their problems but also that problems and complaints are being answered if made. Nothing makes customers happier than knowing that they are valued. It is of course a hustle to achieve customer success but it is not impossible. If there are problems then there are solutions and these very solutions can make many people happy which in turn makes for a happy market. Customers are said to be kings and it become the duty of the particular organization to treat them as such to ensure 100% customer success as well as the fact that communication is key to a healthy and happy relation between a company and its customers. It all falls back to the concept of happy customer happy company.
