Unhappy customers

Your most unhappy customers are your greatest source of learning.

Bill Gates



While Bill waited at the airport to board his plane, he noticed a computer scale that would give your weight and a fortune. He dropped a quarter in the slot, and the computer screen displayed: "You weigh 195 pounds, you are married and you're on your way to San Diego." Bill stood there dumbfounded.

Another man put in a quarter and the computer read: "You weigh 184 pounds, you're divorced, and you're on your way to Chicago." Bill said to the man, "Are you divorced and on your way to Chicago?" "Yes." Replied the man.

Bill was amazed. Then he rushed to the men's room, changed his clothes and put on dark glasses. He went to the machine again. The computer read: "You still weigh 195 pounds, you're still married, and you just missed your plane to San Diego."

Be around people who can keep your energy and inspiration high. While you can make progress alone, it's so much easier when you have support.

Joe Vitale


The next time you come in contact with an unhappy customer, try one of these phrases. They are highly effective in helping to restore customer confidence and facilitating diplomatic problem solving.

“The problem you experienced is no more acceptable to us than it was to you.”

“I understand your concern. What do you think would be fair?”

“Although you might not agree with my decision, I’d like to explain it so you can at least understand.”

“Thank you for bringing this to our attention. We appreciate customers who let us know when things aren’t right.”

“Thank you so much for your feedback. We appreciate you giving us an opportunity to correct the problem and to meet your expectations.”

“Have I done something personally to upset you? I’d like to be a part of the solution.”

“Mr. Warren, we want to get to the bottom of this just as much as you do.”

Myra Golden is an award-winning professional speaker and principal of Myra Golden Seminars, LLC, a customer service training firm serving clients in food and beverage, banking, healthcare, hospitality, and other industries. Her client list includes McDonald’s, Johnson & Johnson, Coca-Cola, Frito-Lay, Michelin Tires, Pirelli, and Procter & Gamble, among many others.