3 Ways You Can Do a Better Job Listening to Your Customers | ServicePower | Innovating Field Service

Last week, Shep Hyken at The Smart Van wrote a post about the concept of firing bad customers. His argument is that the customer isn’t always right, and in some cases it help actually help your organization to lose a customer who is abusive or never satisfied. And while Shep makes a valid point, this is dangerous territory for service organizations. While you may get a bad apple from time-to-time, when you receive repeated complaints from an individual customer, instead of immediately taking the leap to “fire” them, this may be time to evaluate whether or not you are truly, actively listening to your customers.

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