"When a customer offers a criticism," advised Bob Treadway, a Denver-based speaker, "invite them to be more specific." For example, if they say, "This delivery should have come sooner," ask them in a genuinely friendly tone, "How much sooner, specifically, would you like it?" If they say, "You could have done a better follow up," say, "Tell me how exactly you'd like us to follow up in the future."
Bash or Boost?
"When a customer offers a criticism," advised Bob Treadway, a Denver-based speaker, "invite them to be more specific." For example, if they say, "This delivery should have come sooner," ask them in a genuinely friendly tone, "How much sooner, specifically, would you like it?" If they say, "You could have done a better follow up," say, "Tell me how exactly you'd like us to follow up in the future."