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“Writing is about hypnotizing yourself into believing in yourself, getting some work done, then un-hypnotizing yourself and going over the material coldly,” said Anne Lamott. There is something about her words, do not you think so?
Timothy Firnstahl, founder and executive manager of Satisfaction Guaranteed Eateries chain of restaurants in Seattle, says that once a month, a group of his workers gives phone calls several hundred of customers asking to give an estimation point upon the service in the restaurants. Names of the customers are taken from the customer base in accordance with advance booking and by credit cards payments. From Firnstahl`s words, “most people are surprised and touched to be given a phone call. As a result, many become our devoted customers.”
One may see customer feedback cards everywhere. They look different but, as a rule, these postcards or cards are of a similar format, which are to be sent by mail or to put into special box. In a perfect world, these cards are to be sent directly to the executive managers of the companies. Lately, these cards are to be seen more and more seldom. No reaction of any kind from a company, convicted by bell book and candle its customers that to fill them in is a waste of time. Most of the companies should print on them the following: “Please, fill this card in. And forget about it. We do not really read your feedbacks much and do not take them into consideration applying to our job.”
Target shops back in 1980`s used customer cards, which provided them with rather negative and unpleasant information. The company solved this problem easily through changing the questions in these customer cards. Unfortunately, very few companies react on customer complains in a written form. This is why very few customers fill such cards in due to their past experience of no reaction from the companies. According to the researches though if a complaint is to solve fast, a company saves 82-95% of unsatisfied customers. Money flows like a river and companies prefer to look and find some new customers. Managers believe that the customer flow is never to end so there is no point to keep those whom they already have. Advertising companies are happy to draw new customer cards.
There is one service, which understands the economic merit of saving its customer base. By means of control programs and analyzing, which help to identify the reasons why a customer is unsatisfied and meet the needs of every customer. This is why every customer remains satisfied with the orders because their requirements are always met.
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