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Keeping Customers when Things Go Wrong - Five keys to turning upset customers into fans
When attempting to resolve customer complaints, most business owners and managers believe the myth that money back guarantees and/or exchange policies will fix the problem. In reality, money back guarantees and exchanges may fix the problem, but they do nothing to fix the relationship. Policies don't fix relationships -- people do. To create true customer loyalty then, front-line employees need to be equipped with tools for repairing both the problem and the relationship.

Other keeping customers Related Articles

Great Recovery The Key To Customer Problems
Much of what I have covered in past newsletters has been about how to get new customers. An equally important part of marketing is keeping the customers you have. Today I want to give you a simple but very practical 4 step process for dealing with customer problems.
Lesson #2: Care for Your Customers and They Will Keep Coming Back for More
When Bean first founded his company, he did so with one golden rule in mind: “Sell good merchandise at a reasonable profit, treat your customers like human beings, and they will always come back for more.” Today, Bean is a legend in the industry for his willingness to go above and beyond the call of duties for his customers. From having a 100 percent money back guarantee to keeping stores open 24 hours a day, seven days a week, Bean placed the customers’ priorities at the heart of everything he did. And that was why they continue to reward his company so well.

10 Customer Service Tips to Build Loyal Customers
It costs about 3 times more to find a new customer than it does to retain an existing customer. What does that mean? For most businesses, your best investment can and should be in keeping your existing customers happy, rather than always chasing new customers.
Heres the fastest way to outdo your competition
Wondering how to get an edge over your competition? By keeping your customers happy. A satisfied customer is a repeat customer. What’s more, they’ll tell all their friends. This article will show you how to keep your customers coming back for more.

'So What?' Marketing
The simple fact is that marketing is not about you and your technology or business. It's about your customers and how your company or solution can help them be successful in their business. Asking the 'So What?" question from your customers' perspectives - then using those advantages as the platform for your marketing messages can make the difference between grabbing audience attention and keeping it, or losing them before you ever get a chance to communicate.

Keeping Online Customers Away From Your Compettition
Are you having trouble keeping the leads that you've worked so hard to get? Here are 6 simple steps to keep your customers for yourself.
Talk To Me
How are you changing your sales dialogues to encourage customers to open up to you and tell you about the impact the economy is having on their businesses and how that has changed their priorities? Customers won't really open up unless they trust you, and gaining and keeping trust is not easy in light of what most customers are going through.
Invest in New Customers or Existing Ones?
On a recent radio interview I was asked: "Do you think businesses spend too much money on trying to get new customers and not enough on keeping the customers they currently have?"
What Hollywood Can Teach You About Business Success (and Keeping Your Clients Happy)
Want to know the secret of keeping your clients and customers happy and buzzing about you? Look to Hollywood for inspiration.
How to Keep Customers for Life
When you begin to think about acquiring and keeping customers for life, you need to think about the particular types of customers for whom your competitive advantage is so important that they would be poorly served by using anyone else's product or service.

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