Eastbourne Chamber's Business Bon Mots!
In 1999 Bill Gates shared this important advice in his book "Business @ the Speed of Thought":
"Your most unhappy customers are your greatest source of learning."
Using technology to run your company is the greatest business benefit of the 21st Century. Gathering and analysing data is vital to your success, particularly data provided by unhappy costomers! Complaints can become nuggets of useful information and are vital to improving the operation of your business. If you do not have a process in place for gathering and reviewing customer opinions and complaints, create one - NOW!
Not only do unsatisfield customers help you improve your business operations, when you respond to them positively they become your greatest advocates.
Chris Ewbank, the Sales Director and General Manager of Lookers Mercedes-Benz said:
"Every £100 spent making an unhappy customer happy is worth £1000 of advertising for new business."
When you respond positively, in person, to an unhappy customer they will tell many of their contacts how brilliant you are!
So, don't take complaints personally, use them to improve your business.
William Wrigley Jnr said:
"When two people in business always agree, one of them is unnecessary."
Wrigley built his fortune on chewing gum and is still the most recognised global brand! But he originally sold soap and baking piowder, including a free pack of gum with each sale. Gum became his most popular product and in 1931 he stated a preference for an employee with backbone, one willing to challenge the boss and even say on occasions "I think you are wrong".
He told the world "business is built by people who care... care enough to disagree, fight it out to a finish, get facts. When two people always agree, one of them is unnecessary."
Don't surround yourself with 'yes men'. That is the quickest route to failure! Be prepared to challenge and listen. Consider alternatives, review facts and analyse information.
