Comments on: Making Angry Customers Happy Customers http://particletree.com/notebook/making-angry-customers-happy-customers/ Everyone needs a hug. Mon, 16 Nov 2009 21:43:07 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: Ben Hirsch http://particletree.com/notebook/making-angry-customers-happy-customers/comment-page-1/#comment-2371 Ben Hirsch Sun, 24 Sep 2006 21:01:54 +0000 http://s2462.gridserver.com/wordpress/?p=234#comment-2371 <p>I have an 'emergency' email address that receives bug reports and I give this address to clients who might have an urgent/emergency need. It sends a text message to my cell phone with the contents of the message so I know exactly what is going on. This helps to avoid the festering angryness.</p> I have an ‘emergency’ email address that receives bug reports and I give this address to clients who might have an urgent/emergency need. It sends a text message to my cell phone with the contents of the message so I know exactly what is going on. This helps to avoid the festering angryness.

]]> By: Chris Campbell http://particletree.com/notebook/making-angry-customers-happy-customers/comment-page-1/#comment-2370 Chris Campbell Sat, 23 Sep 2006 20:34:43 +0000 http://s2462.gridserver.com/wordpress/?p=234#comment-2370 <p>That's an interesting point Tobie, and one I'd probably agree with. I think we have yet to lose a customer who was angry at one point and spoke with us to clear up the problem.</p> That’s an interesting point Tobie, and one I’d probably agree with. I think we have yet to lose a customer who was angry at one point and spoke with us to clear up the problem.

]]> By: Tobie Langel http://particletree.com/notebook/making-angry-customers-happy-customers/comment-page-1/#comment-2369 Tobie Langel Sat, 23 Sep 2006 16:30:29 +0000 http://s2462.gridserver.com/wordpress/?p=234#comment-2369 <p>Actually, I read about this study in 37 Signals' <em>Defensive Design for the Web</em>.</p> Actually, I read about this study in 37 Signals’ Defensive Design for the Web.

]]> By: Tobie Langel http://particletree.com/notebook/making-angry-customers-happy-customers/comment-page-1/#comment-2368 Tobie Langel Sat, 23 Sep 2006 16:24:56 +0000 http://s2462.gridserver.com/wordpress/?p=234#comment-2368 <p>I read a study a while ago (unfortunately I cannot remember where) which stated that hotel customers who had encountered a problem during their stay which was quickly and efficiently solved actually <em>rated the hotel better</em> than customers who had had a flawless stay. That's definitely something to keep in mind...!</p> I read a study a while ago (unfortunately I cannot remember where) which stated that hotel customers who had encountered a problem during their stay which was quickly and efficiently solved actually rated the hotel better than customers who had had a flawless stay. That’s definitely something to keep in mind…!

]]> By: David Stone http://particletree.com/notebook/making-angry-customers-happy-customers/comment-page-1/#comment-2367 David Stone Fri, 22 Sep 2006 23:00:23 +0000 http://s2462.gridserver.com/wordpress/?p=234#comment-2367 <p>Wise words!</p> <p>I believe (from experience) that when a customer is upset because of a problem, or what is perceived to be a problem the only thing that matters is how you handle the situation.</p> <p>They'll judge the way you handled the situation. If they are satisfied with your response they'll stay, if not, your giving your competitors business.</p> Wise words!

I believe (from experience) that when a customer is upset because of a problem, or what is perceived to be a problem the only thing that matters is how you handle the situation.

They’ll judge the way you handled the situation. If they are satisfied with your response they’ll stay, if not, your giving your competitors business.

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