Tag Archive for: customer experience

Please the Unpleasable Customer: Can it be done?

There’s just no pleasing some people. This is a fact of life, and it’s certainly a customer service fact. One of the types of customer that every customer service representative has to deal with is the unpleasable customer. The stereotypical name says it all: ‘unpleasable customer’. The question is: are they truly unpleasable? Or is there a way to please the unpleasable customer?

What defines an Unpleasable Customer?

First, it’s important to understand the unpleasable customer. In a previous article I called them the ‘eternal complainers…who are simply impossible to please.’ It does not matter how far a customer service representative is willing to go, this person will never be happy with the product or the level of service. Essentially, they are the product of their own temperament and there is little to be done to improve it. However, it’s important to note here that an unpleasable customer is not necessarily an unpleasant person.

I had a customer once, in a cafe, who ordered a regular latte and a slice of walnut-carrot cake. Everything was brought to her table in the standard condition – that is to say, with the best service that we provided for all our other customers. The customer touched her coffee and summoned me back; it wasn’t warm enough. I made her another. This one was too hot, she asked for cold milk on the side. I brought this to her, with apologies and an explanation – our coffee machine was analogue and did not deliver the precise temperatures (that machine was one of the reasons why people kept coming back, it added romance to the place). She told me that if that was the case we should buy a new coffee machine. I told her I would suggest it. I didn’t tell her that she was the only one who had complained. By this time the cake was cold. It needed reheating. Then the walnuts were too hard, and didn’t we know how to properly prepare nuts before we baked them into cake?

You get the picture. You probably read that in such a tone that painted the woman’s voice in a judgemental and harsh manner. She wasn’t. Nothing we did that day could make her happy, but she was never unkind about it. She could have been nicer, but she was never cruel or mean.

Everything she asked for fell within her expectations.

That is the crux of the matter: customer expectations. Unpleasable customers have impossible expectations. They are customers that ask for above and beyond because that’s what they want. They’re not necessarily doing it to make life difficult – although, that might be the case in some instances.

Can we please the Unpleasable Customer?

The point of customer service, is that it doesn’t matter what the customer asks for or acts like: every customer should be serviced. It goes against the grain of customer service to say that some customers are just unserviceable; a good customer service representative should know how to make every person who walks into their store walk out feeling valued, validated, and more loyal than before. The idea that you cannot please the unpleasable customer goes against customer service doctrine! It just doesn’t seem possible.

The easiest thing to do would be to give up, of course; so much energy is required to get any satisfaction out of helping someone who won’t be helped. It’s like pulling teeth. Surrender doesn’t help in the long run. Ignoring, or mistreating an unpleasable customer will lead to intense negative feedback and advocacy – perhaps far more so than with simply an unhappy customer.

The bottom line is: no, we cannot please the unpleasable customer.

We can, however, make sure that they are treated correctly, if only to avoid the deeper impact of negative advocacy.

How do we Please the Unpleasable Customer?

If servicing an unpleasable customer is all about managing their expectations – however outlandish those might seem – then it goes without saying that the only way to please them is to do the utmost best you can. Unpleasable customers often require extra attention – sometimes even exclusive attention. They might even be better served by a manager or supervisor, depending on how difficult they are being.

To answer the question then: We please the unpleasable customer by being extra courteous, doing our best, offering our best, and by being exceptionally patient.

Don’t think of them as an obstacle. Think of them as a challenge. Difficult as they may be, the unpleasable customer can still become a loyal one.

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Understanding Customer Service: A Social Media Tale

What does Understanding Customer Service mean?

I’m not talking about understanding them in terms of demographic or marketing terms. Here we will explore understanding them in terms of Understanding Customer Service.

Is the first thing that came to your mind after that sentence “empathy”? Well, that is right. Though, just the tip of the iceberg.  Let’s take a look at some amazing examples before we move on.

Here we have the tale of Salisbury customer Service Legend “Ross” (it’s even mentioned by the customer herself)

 

Understanding Customer Service - Salisbury

Understanding Customer Service - Sainsbury - Ross

Understanding Customer Service - Social Media

Understanding Customer Service - Social Media - Sainsbury - Ross

You can read the rest of the conversation here.

I hope you have a smile on your face after reading that.

Now, if you get “English Humour”, you can see from the first post from the customer that she was complaining in a very tongue in cheek way. This is very dangerous since it could have easily been misinterpreted. I’m sure you can tell that it could have gone sideways very fast.

 

Our legend, Mr. Ross, understood his customer. He was not afraid to match the humour, maintaining completely professional to resolve the issue. This isn’t something easily done. Of course, some training is required (at the beginning). After years of dealing with people, it becomes possible to understanding customer service and the reasons why certain situations are handled in a certain way, breaking away from that rigid structure. This is when fluidity happens.

 

Different situations call for different actions. In Ross’s case, it was probably one of the worst customer service situations that could have happened. Worst still that it all took place was on Social Media – which could have led to a PR nightmare. Ross kept his cool, dug into his customer service tool box, and pulled out humour as the main weapon. LEGEND!

Customer Response - Customer Service

If you want to see more of this Customer Service Fluidity, here is another great tale for you to check out.

The tale of “William the Worm and Tesco.” There is even a poem – as you can see below – and a Facebook Page dedicated to William.

Poem - Customer Service

 

Customer adaptability depends on understanding the customer. So what does that mean? How do you built trust in a bad situation? Can you mimic or match that customer’s humour (if any)?

If you’re able to understand your customer, then you can adapt to them, and provide fluid customer service.

Tell us you thoughts and what you would like to read from us in the comments or on our social media sites.

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[Intern Insights] Imagining the Future: Retail and Consumerism, How they affect the World

What is the consumerism?

Consumerism in one of its interpretations is a doctrine which states that the increasing consumption of goods and services is the basis for a healthy economy (Business Dictionary, 2017). In other words, for a society to function properly, it must produce and sell goods and services (Shah, 2005). Capitalism 101. The more that is produced, purchased, and consumed, the more successful and prosperous the economy becomes. This culminates in the yearly gross national product (GNP), the measure of success every nation uses to rank its economic power (ibid).

What does that have to do with the Retail Industry?

Retailers are defined as the final link between manufacturers and consumers. Basically retailers are where demand and supply meet (The Balance, 2017). Philosophically, we could say that the retail industry is the wheel that turns the global economy. Round and round it goes. Yet, when mentioning consumerism, we often get a very negative impression. As if the world has gone bad. How can the world go bad, when the economy goes well? Does the wheel spin both ways?

I have touched on this subject on my previous entries. The moment when we, as consumers, ask for more goods, more performant, better quality, state-of the-art versions, we really confuse that poor wheel. Why? Even though we drive the economic forces that may result in a better purchasing power and life quality for us, we run the risk of stealing the same benefits from other people in other parts of the world. Or worse, we may be robbing future generations.

I am talking about the gap between the amount of resources we have and the speed through which we are using and misusing them.

Let’s take a classic example. Fast food restaurants such as KFC and Pizza Hut are designed to cater to the masses by providing food at a lower price (Global Issues, 2016). This way they are taking advantage of the economy of scale, having more beneficial prices from suppliers because of the sheer quantity that they demand.

At the same time, they create a competitive landscape putting in motion economic forces, such as the purchasing decision. Everybody’s got to eat. But what happens on the other side? Intensive breeding of livestock and poultry meant just for these restaurants. More animals means more space to house them, things to feed them, all of which can lead to deforestation, land degradation, contamination of water resources, etc.

If we were to transform this into an equation, it would look something like this:

 …for every pound of red meat or poultry or egg or milk produced equals the loss of five pounds of irreplaceable top soil from farm fields.

Another equation:

…for meat breeding one animal per day requires 190 gallons of water which equals ten times the amount of water that a normal Indian family requires per day. The sad truth is that animal farms use nearly 40 percent of the world’s total grain production (ibid.).

But this is food you might say!

We buy food, folks! It’s still on the retail side!

What does that have to do with the Future?

If we imagine the future we tend to always have these shiny, sleek qualities in mind. Everything is high-tech and functional and ordered and efficient. But this future will happen only for some people. For others, it will be messy, with masses of lands sliding away due to deforestation, limited resources of water, leading to relocation, poverty and famine. And suddenly you find yourself in Elysium with Matt Damon fighting societal inequality.

In an ideal future, all people would have access to the same resources, have the same possibilities, the same potential. Now we are digging at the roots of Marxist communism. Every way we turn a turn the wheel there seems to be a danger waiting for us.

Let’s stop the wheel. Let’s think about what we are doing and most importantly WHY we are doing! The retail industry is a powerhouse. Let it be a force for good.

If retails would think WHY they are supplying or enticing demand when it would not be necessary, their answers would be connected to the financial aspect. But future retailers…what would they say? Would they even exist? There is a precarious balance between the economical rise and downfall, sustainable development and environmental collapse. They’re all specks on a wheel and they’re turning our world.

Consumerism pushes this wheel but it can also break it. Would it be difficult to temper our needs and wants? We want so much more than any human wanted in the history of this planet and we are surpassing nature’s rhythms to supply us. What happens when demand exceeds supply? Scarcity. Economy 101. Unfortunately, this scarcity involves our home at a planetary level. And for now, it’s our only possible home.

What happens when the curtain falls?

Nobody knows what will happen, but we know for sure that the curtain must not fall. The rising awareness of consumer’s action over the environment shapes the new economic dynamics. Personally, I will pay attention to what I am buying and why. If I do need it or if 50% of the time I am just indulging myself. Because if it is the latter than I must change. Mother nature deserves more consideration. And if I can change just one person’s mind about it and that individual would change another person’s mind…well…with the risk of sounding cliché…we would change the world. So, let’s spin the wheel of fate!

This post is brought to you by one of AQ’s Undergraduates, Laura Susnea. As part of our internship programs, undergraduates and classic interns are encouraged to take part in company culture. Laura’s primary project focusses on training programs and eLearning and how best to adapt this to industries under pressure.

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A Regular Customer: Understanding the Why, What, & How

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Having established that a “Regular Customer” is a business’ bread and butter – a reliable source of income – the question becomes: how does a business create a regular customer? Why does the regular customer keep coming back? What makes them The Regular?

In previous articles, we’ve brushed on many reasons why customers return to stores. Essentially, those articles have been the prelude to answering the question: how do stores generate loyal customers? I’m not talking about customers who visit on occasion; this is about the Regular Customer. A ‘regular customer’ is a person who habitually returns to a store over a prolonged period of time.

What is a ‘regular customer’?

It is easier to spot a regular customer in a hospitality situation than in a retail store. Food and drinks are something that are more readily consumed than clothes, shoes, or makeup: a regular customer may come back every Wednesday, for example, purely based on the fact that that’s the day they have to wait for their daughter to finish ballet practice. A regular customer may swing by every morning on their way to work to pick up a standing order – large latte with two sugars and a cinnamon scroll. A regular customer is the sort of customer you can rely on to be in your store on a regular basis, almost like clockwork.

That is not to say that regular customers show up only at ‘scheduled’ times. Regular customers have built your business into their lives; it’s a habit for them to visit your shop. However, they may also show up unexpectedly, out of cycle, so to speak. Why? Because your shop is the first one that comes to mind when they require your type of products or services: if you’ve gone to the same hair salon for a year on a regular basis and you suddenly need a quick style for a special event, it’s unlikely that you’ll go to a different hair salon.

What it comes down to is that humans are creatures of habit. They rarely stray out of their routines or zones of comfort, and that is something businesses can build on to create regular customers.

How do I create regular customers?

As always, the first step to creating any type of customer loyalty is to understand them. Every business deals with differing demographics. It’s important to ask yourself the correct questions so you can empathize appropriately with your customer-base:

What do my customers want when they come into my store?
Are my customers young/old/middle-aged? How should this affect my service style and/or decor?
Am I stocking the products that the demographic is after?

These are some of the things businesses should be asking to come to know who their customers are.

Once a firm grasp on the demographic, its desires, and its needs has been established you can start to zone in on what it is that your regular customer might want. It’s often easier to look at your regulars – every business has at least one – and see why it is that they keep coming back. Is it the convenient location of your storefront? Or do they like the music you play? The friendly service?

Not all regular customers will have the same reasons, and you might find that they don’t even know themselves why they keep coming back. Most people can be considered ‘part of the herd’, meaning they’ll follow the crowd. If friends, coworkers, or acquaintances have recommended your business, that might be enough of a reason for them to keep coming back – even if their experiences haven’t always been 100% positive.

For example, there used to be a bakery near where I lived in Melbourne, several years ago. It was always packed to the rafters with families, individuals, all manner of people of all walks of life – the consensus was that the coffee was terrible and the pastry was passable, and yet it was always full. Why? It had a convenient location, right on the main street; more importantly than that, however, was its history: it had been the only bakery in miles for decades, and as a result, people had simply grown accustomed to coming there, regardless of the quality of the food.

Eventually, the bakery went broke when a new bakery moved in across the street – the quality was great, the service was even better. It took a little more than a year, and the new place struggled, but eventually, through word of mouth and some great marketing the new place stole the majority of the regular customers away from the old bakery – primarily the younger demographic which hadn’t grown up with the old bakery and weren’t as attached to it.

Winning Them Over

In other words, it’s not always easy to nail down what it is that brings a regular customer back. It could just be a historical habit, built on generations of going to the same place; or it could be location and convenience, you could just sell the best product in the street, or you offer the best customer service in the area.

This last element, providing the customer service experience that people want, is by far the best way to generate customer loyalty, advocacy, and beat your competition. Anyone can sell what you’re selling, no matter how unique you think your product is, but no one can copy your customer service experience.

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5 Customer Types every Business should Understand

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Customers are the lifeblood of every business. Businesses exist purely based on the sales and services they provide their customers. Understanding customers,  why they do what they do – and buy what they buy! – starts with understanding a few basic customer types. While putting people into strict categories is difficult, and often inadvisable, getting to know a couple of stereotypes will help establish strategies to deal with them as well.

5 General Customer Types:

The Regular

Every store has at least one regular – whether it’s a cafe, supermarket, or retail shop. Regular customers are the ones who return to the store on a consistent basis. In the hospitality industry – cafes, restaurants, etc. – these customers tend to have a standard order, a favourite place to sit, and make it a habit to swing by at the same time each week. They’re predictable, and value predictability – they’re also a business’ bread and butter clientele. They’re most likely to recommend your business to others, and bring their friends and acquaintances to your establishment.

The Hands-off Customer

These customer types are often considered the easiest to service. They come to a store because they’re looking for something specific; they know what they want, what it should cost, and have come to a particular place looking for it. In sales speak, these customers are 90% through the buyer’s journey and don’t necessarily require any hands-on customer service. Asking if they require any assistance or if they’re interested in specials is usually met with a polite “No, thank you.”

The Unpleasable Customer

Everyone who has worked in any customer-facing position knows these customers. These are the eternal complainers, the ones who are simply impossible to please. Even if your business has exactly what they want they will find something that does not meet their standards or expectations. They require extra – often exclusive – attention, and often ask for the supervisor or manager. Truth be told, the only way to manage these customers is to do the best you can, and be forever courteous. Careful handling of this type of customer may not lead to sterling recommendations or any customer advocacy, but it can stop them from complaining to their friends and family – one wrong step with this stereotype and your business could suffer a negative hit of publicity!

The Window Shopper

“Were you after anything particular today?”
“No, thank you. I’m just browsing.”

This little conversation is a common occurrence in most retail outlets, and even in the occasional cafe or restaurant. The Window Shopper comes in two general categories:

    • The Researcher: looking for something but isn’t entirely sure what it is yet – or if your business is the right place to get it.
    • The Browser: literally just looking without any intention to buy anything.

Neither type is a waste of time in any regard and should be considered as a potential customer – maybe not today or tomorrow, but eventually.

The Unicorn

The unicorn of all customers: the one who comes in regularly, gushes positivity about your establishment, and just won’t shut up about how amazing your business is when they’re talking with their friends. This perfect, ideal customer fits your dream client exactly; they’re the sort of person you hope will walk in through the door, they’re the one you strive to reach. For example, if you sell minivans, your unicorn might be a soccer mom with a big budget and six kids – oh, and the reason why she’s buying a van is because she’s carpooling with the other mothers at school, to whom she will avidly recommend your van. In marketing terms, she is the ideal customer persona. Unicorns are mythical – they don’t really exist; no matter what industry you are in – but it’s important to understand that they are a dream, a target, however impossible to strive for. The purpose of knowing what your unicorn looks like is to strive to turn every single one of your customers into your ideal customer through great customer service.

By understanding customers, businesses can learn to grow in the right direction to meet their customer expectations, train their customer service representatives, and develop better communication tactics to deal with particular elements of their customer base. While this list generalizes customer types, it’s important to realize that there are certain elements of each stereotype at play in each individual customer.

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