1. Recognize and Deal with Customer Turnoffs
Chapter Six
Recognize and Deal with Customer Turnoffs

2. Chapter Quote
People remember about a third of what they read, half of what people tell you, but 100 percent of what they feel.
The question: How do they feel about doing business with you?

3. Objectives Pet Peeves Customer Turnoffs Reducing customer turnoffs
Appreciate

4. The Way It Is

5. Be Aware. Be Very Aware -Recognize Pet Peeves About Customer Service
Take a moment to make a list of specific things about customer service that turn you off.

6. Be Aware. Be Very Aware -Recognize Pet Peeves About Customer Service
Being ignored
Waiting too long
Poor-quality work
Sale items not in stock
Merchandise prices not marked
Dirty restaurants or restrooms
Phone calls put on hold
Employees lacking product knowledge
High-pressure sales tactics
Employees talking down to you
Inflexibility

7. Gaining Insight: What Turns Customers Off?
Value Turnoffs
Poor guarantee
Poor quality
Price too high
Systems Turnoffs
Slow service
Business place dirty, messy, cluttered
Low selection of products
Inconvenient location, layout, parking
People Turnoffs
Lack of courtesy, friendliness, attention
Employees who lack knowledge
Employee appearance

8. Value Turnoffs Value: quality relative to price paid
Value proposition: what the company intends to exchange with its customers

9. Systems Turnoffs Company location Employee training Record keeping
Systems: process, procedure, or policy used to deliver the product/service to the customer
Company location
Employee training
Record keeping
Policies regarding guarantees/product returns
Delivery services
Merchandise displays
Customer follow-up
Billing and accounting

10. The Day I Fell in Love with McDonald’s Michael Gerber describes a successful system

11. People Turnoffs Failing to greet/smile Inaccurate information
Employees chatting
Rude attitude
High-pressure sales
Dirty work location
Inappropriate dress
Poor grooming
Body piercings/tattoos
Makes the customer uncomfortable

12. Know that Reducing Turnoffs is the Best Advertising
Television Advertising
25%
Newspaper Advertising
15%
Magazine Advertising
13%
Word of Mouth Advertising
63%

13. Create Loyal Customers
Think about customer turnoffs
Motivate workers
Motivate customers

14. The Zone of Indifference
Dissatisfied –Satisfied –Motivated
Zone of Indifference

15. Value Service Recovery
Showing customers that you truly care is fundamental to building loyalty.
Problem Situations
Opportunity

16. Loyalty Comes from Customers’ Awareness that Service Is Your Business
Service must be seen as the very essence of your business, not a side function.

17. Earn Your Customer’s Loyalty with Two Steps
Reduce or eliminate value, systems, and people turnoffs
Exceed customer expectations to create a positive awareness

18. Final Thought
Look for turnoffs and determine who in the organization can best deal with each.
Employees at all levels should be aware of possible turnoffs.
Analysis of potential turnoffs must be an ongoing process.