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Crossing The Line Of Fear
Oh, this is a great topic! I remember when I was younger and in school, fear stopped me from asking out a girl I wanted to date. I can remember all the thoughts of different things I wanted to say and how I would ask her out. But as quickly as the...
Do you want your own fully programmable ERP? - Part 1
Publishing Guidelines: You may publish my article in your newsletter, on your website or in your print publication provided you include the resource box at the end. Notification would be appreciated but is not required. Do you want your own fully...
Don't Get Caught With Your PR Down!
Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Word count is 1090 including guidelines and resource box. Robert A. Kelly ©...
How Public Relations Changes Minds
Public relations changes minds in the process of delivering what business, non-profit and association managers need more than almost anything else – the kind of key stakeholder behavior change that leads directly to achieving their managerial...
Peggy Smedley Author of Mending Manufacturing, How American Can Manufacture its Survival to Address Pronto North America Users Conference
Peggy Smedley is the editor of Start Magazine and will be addressing the first annual Pronto North America Users Conference on Thursday, May 5th. Smedley was recently profiled in the Wall Street Journal and authored Mending Manufacturing, How...
 
COMPLAINING CUSTOMERS ARE GOOD FOR BUSINESS

Remember the Coca Cola marketing disaster a few years ago?
They tried to switch Coke drinkers to New Coke. It didn't
work. Fortunately, the company quickly recognized the
problem and had the resources to recover fast. Their follow
up research revealed that only 1 unhappy customer in 50
takes time to complain. The other 49 just quietly switch
brands.

It's human nature to avoid unpleasant experiences like
customer complaints. Nobody likes bad news. But uncovering
customer complaints and satisfying them can give you a
powerful competitive advantage.

WHY YOU WANT TO HEAR CUSTOMER COMPLAINTS

Dissatisfied customers or clients can do one of 4 things:

1. Remain silent
2. Complain to a legal or public agency
3. Complain to friends and anybody else who will listen
4. Complain to you

Which choice would you like them to make? The best choice
may surprise you.

You certainly don't want them to complain to a legal or
public agency. And you definitely don't want them to
complain to their friends and associates. Imagine how much
business that can cost you.

Remaining silent may seem like the best choice. But it's
not, for 2 reasons. First, because it really won't happen.
It's human nature for people to talk about their experiences
-- especially experiences involving emotions like those
generated by an unsatisfactory business transaction. The
other reason you don't want a dissatisfied customer to
remain silent is because it deprives you of the chance to
correct the problem and save your relationship with your
customer.

The best choice is to have your unhappy customer complain to
you.

COMPLAINING CUSTOMERS ARE DOING YOU A FAVOR

Customers or clients who take the time and trouble to
complain to you are doing you a favor. They're helping you
grow your business. They're giving you the opportunity to
resolve their problem and keep them as a customer. They're
also alerting you to a problem that may be costing you
business from other prospects and customers without your
knowledge.

This applies to every business including independent
distributors for MLM or network marketing companies. If the
problem is in your


area of responsibility you can correct
it. If the problem is with your company's product or system
you can advise them and ask them to correct it. You can also
reduce the impact of a company problem on your operation by
telling your distributors about it and letting them know the
company is taking corrective action.

ENCOURAGE CUSTOMER COMPLAINTS

The Coca Cola Company discovered their New Coke marketing
disaster quickly because they print a toll-free consumer
information telephone number on all their product packages.
The sudden deluge of complaint calls alerted them
immediately to the extent of the problem and enabled them to
respond fast to minimize the damage. I wonder how long it
would have taken them to discover the problem if they didn't
provide that telephone number and encourage complaints?

A toll-free consumer information line is one way to
encourage customer complaints and feedback. Here are 3
others especially suited to small businesses on a limited
budget.

* Develop a customer satisfaction and comments form. Include
it with products you ship or with correspondence to
customers and clients if you don't ship products.

* Send a follow up postcard to customers a week or 10 days
after completing a transaction and ask if everything is
OK. You can do this by email or telephone if it's
appropriate.

* Create a separate page at your website for customer
comments and complaints. Publicize the address on your
home page and on all communications with your customers.

Your customers and clients know your strengths and
weaknesses better than you. Get them to identify your
weaknesses and tell you what they are so you can correct
them. It may be uncomfortable or ego deflating to hear about
your weaknesses. But you'll soon forget that when you take
corrective action and see the positive impact it has on your
bottom line.

About the Author

Bob Leduc helps online and off line businesses increase
sales FAST with low-cost, personalized postcards.
For more information:
Email: BobLeduc@aol.com Subject: "Postcards".
Phone: (702) 658-1707 (After 10 AM Pacific time)
Write: Bob Leduc, Box 33628, Las Vegas, NV 89133

 

PR.com: Directory of Businesses Jobs Press Releases Products ...
Comprehensive Directory of Businesses, Jobs, Products, Services, Press Releases, News, & Articles in all Industries. Promote your business. FREE.
www.pr.com
 
PR Newswire - news distribution, targeting and monitoring
News and press release distribution services for small business marketing, corporate public relations and investor relations, government and organizational ...
www.prnewswire.com
 
PR Week Magazine
News and features about the public relations industry, with links to US, UK, Asian, and German editions.
www.prweek.com
 
Public relations - Wikipedia, the free encyclopedia
Public relations (PR) is the art of managing communication between an organization and its ... PR historians say the first PR firm, the Publicity Bureau, ...
en.wikipedia.org
 
Puerto Rico - Wikipedia, the free encyclopedia
Hyperlinked encyclopedia article covers the country's history, government and politics, geography, economy, demographics, language and culture.
en.wikipedia.org
 
The Public Relations Society of America (PRSA)
Largest professional organization of public relations specialists representing business, consulting firms, government, associations, schools, ...
www.prsa.org
 
CIA - The World Factbook -- Puerto Rico
Profile of Puerto Rico by the Central Intelligence Agency (CIA).
https:
 
Center for Media and Democracy - Publishers of PR Watch
A nonprofit, public interest organization dedicated to investigative reporting on the public relations industry.
www.prwatch.org
 
Puerto Rico Vacations | Puerto Rico Tourism Company | Puerto Rico ...
Puerto Rico Tourism Company Official site includes nightlife, area sports, culture, and travel information.
www.gotopuertorico.com
 
PR: See what people are saying right now on Technorati
See all blog posts tagged with pr on Technorati. ... This page shows everything that has been tagged with pr. To contribute to this page include this code ...
www.technorati.com
 
Edelman
Full service global public relations firm. Includes company profile, management team, practice areas, industries served, case histories, client listings, ...
www.edelman.com
 
LEWIS PR - global public relations
LEWIS PR is a global public relations consultancy working with leading and emerging brands and delivering predictable results tied tightly to client goals.
www.lewispr.com
 
IANA | .pr - Puerto Rico
University of Puerto Rico Gauss Laboratory Facundo Bueso Building Office 265 ... Puerto Rico Email: tech@uprr.pr Voice: +787 765 3263 Fax: +787 754 0757 ...
www.iana.org
 
Online Public Relations Home Page
Free online resource for public relations professionals.
www.online-pr.com
 
Chartered Institute of Public Relations, CIPR, the professional ...
The CIPR is the professional body for the UK public relations industry, providing PR training and events, PR news and research, and a PR jobs board.
www.ipr.org.uk
 
PR News Online — Trusted Source for Public Relations News, PR ...
The latest news on public relations delivered FREE right to your inbox. ... Psycho-Geometrics Help You Know What 'Shape' Your PR Team's Personality Is In ...
www.prnewsonline.com
 
O'Dwyer's Public Relations News - odwyerpr.com
Features breaking news about the public relations industry, a database of PR firms, listing of PR service firms, client search tool and job postings.
www.odwyerpr.com
 
PR News Online — Trusted Source for Public Relations News, PR ...
E-letter. The latest news on public relations delivered FREE right to your inbox. ... Share ideas with your peers in PR News' just-launched Forum ...
www.prandmarketing.com
 
Linux PR:
Comprehensive Press Release and Public Relations resource for the Linux community.
www.linuxpr.com
 
Escape to Puerto Rico - Your Internet Guide to Puerto Rico
Internet guide to everything Puerto Rico. Offers lots of photos, accommodations and travel information from around the Island.
escape.topuertorico.com
 
 

 
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