Customer Satisfaction, Retention & Loyalty

I've been on the receiving end of some very poor management choices in terms of customer satisfaction, retention and loyalty of late...

My brother-in-law Jimmy Gillis attributed some of my recent let-downs to the fact that often times, management is too young and inexperienced to know better! How true! There's something to be said for those seasoned professionals who can handle constructive criticism without making the customer feel inadequate for sharing their bad experiences! While I cannot claim to be "old" or "seasoned", I would hope that my ability to handle similar situations (when and if they arise) would be a factor that would pull customers back rather than push them away.

By first understanding that it is human to make mistakes, one can naturally proceed from there. Time heals all wounds (or so they say), but that's not say it doesn't sting like the devil those first few minutes, hours or even days! Frustration is understandable...And responding in a professional manner would be my first priority. Having worked in a customer call-in center while in college, I have quite a bit of first-hand experience with this!

At any rate, I figured that with my recent bad experiences (won't name any names here), I should make it clear that I FEEL your pain when you have to deal with people and situations like this...And it's my goal to be as far removed from that kind of approach to doing business as possible. Customer satisfaction, retention and loyalty are a few of the primary factors that keep my business alive!