I so agree with the advice in John Tschohl's blog post (Jan. 5, www.aquamagazine.com). And one of the most important parts of it is the patient listening part. May I suggest that when the customer is communicating to you his or her complaint, do not give in to the temptation to interrupt and get defensive. Often most complaints will be helped tremendously to be resolved right at this point by simply allowing your customer to vent.
The follow-up is indeed important, but being willing to allow them to have their say without butting in is perhaps the most important to a successful follow-up result. Another good technique is giving the customer a small and unexpected gift and thanking them for bringing the problem to your attention.
Merry Wise, Wise Pools, The Woodlands, Texas
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