Unhappy customers can be divided into a group of those, who leave in silence, and a second group that is willing to talk and explain in detail what they don't like. Such clients can be persuaded to return, because you know what will make them satisfied again. The problem is that as much as 91% of unhappy clients are those who leave without any explanation.
So if you want to find out what customers really think, it is good to continually try to get feedback from the "silent" ones. The following advice may help you to convince such customers to open up a little:
- If you ask clients about their satisfaction, carefully listen to the answer. The group of those who would eventually leave without explanation, has a tendency to back out of difficult questions about quality or service. They try to sneak out using expressions lsuch us "sure, fine ', etc. Try to find out some specific information.
- If a customer expresses any sign of dissatisfaction, ask further in a different way: "Can you tell me we let you down? I'd like to make sure that it won't happen again to you or any other customer. "
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