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How to Transition a Bad Customer into a good reference
Customers come in all shapes, sizes and personalities. Good customers are easily identified to use as references for potential prospects.
Transitioning a bad customer into a good reference may be a good strategy for businesses that may not have a great deal of clients. In the end you want to have a list of customers that can be 100% satisfied and happy to talk to others about you and your company, but chances are that this will not always be the case.
So how do you farm your client base to increase your list of customers that will say good things about you and your business? Here are a few simple ideas that can get you started in cultivating your customer base.
1. Survey them – A simple questionnaire with multiple choice answers can show your customers you care about their input. When the survey is returned, start a dialogue with the potential customer to solicit more input on their answers and help them help you build a better company.
2. Look at your CRM system to see how many times these customers call in and identify the issues they are calling about. Compare these calls to other customers to determine if there is a gap in your service or product. If so, fix it and contact them directly to let them know their input helped to drive your product in a new better direction.
3. Ask them to be a customer reference and see if their demeanor changes and identify the reasons they may not be a reference for your business and concentrate efforts on resolving those areas.
In summary, whether they are bad client or not, there is a reason why they still purchase your goods or services. Find out why and they can still be a good customer reference.
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