09: From Frustration to Fans: Simple Service Tweaks That Create Loyal Customers

Tired of losing customers over avoidable hassles? In this episode, Sharon shares her own pre-surgery experience to reveal how small service gaps create big customer headaches. The night before her operation, she was told there was no hospital gown available and no prior notice to bring a change of clothes, so she slept in street clothes with zero explanation. Next surgery, a gown was ready. Same hospital, two totally different experiences.You’ll also hear how a local grocery store is burning sales by not having enough carts available for customers and how those customers are sharing their bad experiences at this store on social media. If you run a small business, these real stories and simple service tweaks will help you cut hassles, improve reviews, and turn first-time buyers into loyal customers. Isn’t it worth less than 20 minutes of your time today to listen to this episode to discover tweaks to reduce complaints, increase loyalty, and protect your reputation online? Listen now and turn friction into fans.In this episode, you will learn:Sometimes it is the small things that a business doesn’t consider that can frustrate its customers and possibly turn them off from using that business again. In this episode, you will listen to a couple of situations where the customer experience didn’t go well and may turn existing customers away. In one case, past customers have been sharing their negative experiences on social media about this business so that others can decide whether they want to spend their money and time at this location. So often, businesses don’t stop to take time to assess how they are interacting with their customers, clients, patients, or members and how future interactions can improve. They don’t stop to consider how their reputation can be tarnished as well as lost revenue. Points To Ponder:# 1Like the example of the grocery store, where they have a policy to not use carts that lock if they are removed from the store, where in your business do you currently have policies that are more about you, and not taking into consideration the customer's experience? # 2Do you have a way to get feedback from your customers, whether it’s an online survey, a phone call, a conversation when they’re in your business, or some other type of outreach? #3No matter what type of business or industry you’re in, there is always an opportunity to improve the customer experience. If you had to make one change today, what would that be, and why?