Pourquoi est-ce positif d’avoir des clients difficiles?
Peter Glen était un motivateur, un orateur et surtout un maniaque du service à la clientèle. Dans son livre “It’s Not My Department!”, il explique au lecteur comment être de bons clients en exigeant rien de moins que le meilleur service en tout temps.
Durant la lecture de ce livre, j’ai trouvé cet extrait à propos des client difficiles et comment, en faits, ils sont positifs pour une entreprise:
“A successful businessman, once asked for the secret to his success, replied:
I take al the customers nobody else wants. I go out of my way to get the complainers, the tough customers, the ones who are never satisfied, the ones who keep demanding more and scream bloody murder when they don’t get it. These are the best customers to have. For one thing, they’ve been around; they appreciate good service when they get it. And they know how rare it is. So they stay with you. They don’t go running off the first time someone else dangles a special deal in front of them. Also, their friends know how hard they are to please. So they tend to follow them, to take their advice and recommendations. This supplies me with a steady supply of new customers. Also, by sounding off, they teach me things about what customers like and dislike, what they think is important. But, most of all, they keep me and my employees on our toes; they won’t let us get careless or overconfident for a moment.“