What to do when your customers complain

In my previous Successful Marketing Strategy blog I identified the fact that every business, no matter how well managed, will have to deal with dissatisfied even angry customers from time to time.  Sometimes the customer is justified in his/her complaints other times he/she is not, but the handling of the dissatisfied customer can have far reaching impact on a business. 

Now, I want to talk with you about techniques that you should consider when dealing with the dissatisfied customer. 

How to keep your customers from using the competition

In my previous Successful Marketing Strategy blog, I wrote about how important first impressions were to customer relations.  Now, I'd like to turn our attention to what you can do to foster customer retention. 

Later in the game the customer relations process evolves into follow-up and follow-through. How would you react if... 

Looks DO matter

In my last Marketing Strategy blog I wrote about the importance of environmental appearance as it relates to first impressions.  A related matter is the personal appearance of the people your customers will deal with. 

It's important to understand that most customer impressions are formed with non-verbal input not verbal.  The appearance your people present, the image they offer will have much more impact than whatever they say.