The Intuit Small Business Blog had a wonderful post last week that all small businesses should hearken to. You need to be able to look at a transaction – any transaction, whether it’s a purchase, customer service issue, or repeat client – from the customer’s point of view.
When a customer is in distress, you need to troubleshoot the problem in the way you’d want a business to troubleshoot your problems.
Think about those frustrating customer service situations you’ve been in before: maybe it was a difficult tech support call where the CSR made you feel stupid, or maybe it was an airline unwilling to respond to last-minute adjustments.
If you want a customer to come back, put yourself in their shoes every time you encounter them.