How to Win Customers and Keep Them for Life by Michael LeBoeuf Buy book: $9.36
One of the nation's foremost business consultants presents a hard-hitting, rewards-and-incentives program for creating a winning sales team. This classic, no-nonsense guide is completely updated for today's computer-driven world.
I, too, am the kind of customer who says nothing, but never comes back, and then tells everyone I know. I can't stop thinking about Target (the retail store) when I read this excerpt. I love Target, and so when I was given a problem trying to return something without a receipt, I actually complained -- and when I told the "manager" (I do use that term loosely) that if their business was so dependent upon a barcode (which had been pulled off the tag b/c it was very close to the price of the gift), then there was something very wrong with their business practices, I was told, "Well, that's not my problem." I told her, "Well, I am." The sad thing is, they never did correct the problem. The whole process of trying to return a $15 shirt took 1 1/2 hours of my time, and all for naught. I keep toying with writing Corporate Customer Service, because not only was my situation botched badly, their entire return policy is designed to punish all for the misdeeds of the few.
I apologize for the rant; guess I still needed to blow off steam three months AFTER the incident. I still go to Target (my options are limited), but I think about my experience every time I step foot in that store -- and frankly, feel a little dirty that I do. And I really did love Target before this.
I used to say nothing but as I get older I find I'm getting more and more like my late eccentric aunt who was known to pour a thin milkshake on the counter exclaiming "you call this a milkshake!" I'm not that bad yet!
I had many experiences as listed in the book. The mangement were not willing to listen or take actions to correct the bottom of the problems. The business dropped and I lost my job from massive staff reduction. However, the stock went UP and the mangement cashed handsomely (CEO made 24 mil from 18 mil). I am still try to find my OLD job back somewhere (I work in a much lower pay in a different company). It's VERY difficult to explain to my kids that dady can't afford violin lessons anymore and virtually ruined his chance to be on the roaster of ALL-STATE orchestra (This is the true story).
Richard, you sound like a good, caring father. I was very moved by your story of "under employment." My husband went through a similar situation, being laid off twice by the same company in the telecom industry and then he had to switch to a totally different industry and still hasn't recovered his original salary. All I can say, is that your son is very lucky to have such a good, hard working father.
Keep your chin up. These are hard times. You're a good guy, and I hope you find a quality company worthy of your service soon. Good luck. And by the way, have you considered maybe opening your own small company? Chelle