I want to hear from my most angry clients.
Angry clients tell everyone but you.
In fact I want them to yell, rant and swear at me. Just say it. Tell me what went wrong, tell me why you wont work with me again. Tell me where to go.
If they are deeply emotionally charged – I want to have them tell it to my face. Perhaps I really deserved it.
The problem is that less than 10% of your upset clients will ever tell you directly.
Instead, your name and your brand get pummeled and you lose repeat business and referrals. How can I respond and mitigate damage if I don’t know?
Things that don’t get measured, don’t get changed.
Join Chris Drayer Thursday April 12th in the RETSO Lab at 11:30 for “In Search of Negative Feedback”
“Your most unhappy customers are your greatest source of learning” – Bill Gates
You’re absolutely right about this Chris! That’s why it’s so important to reach out to your clients in a way that they CAN be comfortable enough to tell you – why doesn’t every agent and broker in the country ask for written feedback after a transaction and ideally, even during a transaction. You can ask them in person, but only the most confident clients will be gutsy enough to tell you to your face. Give them an out that you can monitor so you know what they REALLY think.
By the way, in the context of “letting you have it” you spelled LOSE wrong in the blog post – it is not LOOSE, it is LOSE.
Thanks for your comment Marilyn (and the heads up on the typo)
Chris has posted his RETSO presentation in the last few days, be sure to check it out…
http://realsatisfied.wpengine.com/2012/04/in-search-of-negative-feedback-the-retso-prezi/
cheers – phil