I am a difficult customer. I have accepted this trait in my personality and I use it wisely. I don't expect a free ride but I do expect you to play fair. My friends and family call on me to settle disputes or request refunds. I have noticed one thing, it all could have been avoided if they would have just listened and talked it out. I must have collected $20,000 in refunds over the years. There is one question that seems difficult to answer: Can you show me what you have done? In other words, prove to me how you provided the service that we agreed upon. Most employees can not describe the service or product that was provided and they generally will meet my demands.



So how do you stop your employees from giving away your profits? It's simple. Teach them basic communication strategies. Many experts will say that men & women communicate differently. Can anyone really say that they were provided the best techniques in communication at home? Right. Please don't group your employees into categories that could be offensive. Unfortunately, miscommunication is one of the many global problems we have to face.

First, you will need to understand your employees? communication set. Don't assume that someone understands company lingo or ?big? words. Next and this step is very crucial, be certain that they understand the company goals and objectives. This reminds me of growing up in MO. My maternal grandparents would end every statement or question with, ?did you hear?? It drove me nuts but they wanted to make sure that we, the grandchildren, had a clear understanding of what was commanded. I don't suggest you end every question or statement with ?did you hear?? however I strongly encourage that you ask if they understood. Your company's goals and objectives must be followed for the sake of the company. If it is your company's motto to provide the best widget in the market then I shouldn't be able to find a better widget someplace else. The third step in communication strategies, define what you mean. Simply put sometimes you have to define common phrases. My father, who I thought was full of wisdom, used to say ?common sense ain't common!? He was right. Our life experiences help us to define the words we use in our conversation. When an organization says we value our customers; the organization should define value. This ensures everyone is on the same page.

Once your staff is clear on the company's objectives and goals then they should be able to assist your customers in a way that reflects the image the company wants to project. Study great customer service models like Nordstrom's or AT & T circa 1990. Many companies have a ?no questions asked return policy,? this is not a good idea. When your customer is unhappy you want to know why? You need to understand why your customer is dissatisfied. Keep in mind that one unhappy customer will tell on average thirty people about your product or service. Hopefully this disgruntled shopper does not blast the company on Facebook or a blog. Study Domino's? Pizza, the CEO waited 48 hours before responding to a video of employees performing very unsanitary acts on food. Forty-eight hours was long enough for the video to reach more than one million potential customers. Bloggers demanded a response. We can fully expect to see Domino's? Pizza launch a re-brand within one year. The hard truth is one disgruntled customer can ruin your company's profits like a plague of locust devouring crops.

Let's recap, educate your staff on company's goals and objectives. Deliver on what you have promised your customer. Ask why your customer is unhappy and resolve it! Continually improve your customer service and watch your profits grow.