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8 Don't solve

Name: 8 Don't solve
Uploaded: 2023-04-03T19:10:34+00:00
Duration: 55 s
Channel: Bob London
Description: Bob London argues that upset customers don't want solutions first, they want to be heard. Listening drives loyalty more than fixing the problem. Even…

3 Apr 2023 · 1 min

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Bob London argues that upset customers don't want solutions first, they want to be heard. Listening drives loyalty more than fixing the problem. Even customers with many complaints stay with companies that genuinely listen and have their back.

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This makes me think of a truth that I've learned, and I think it's true in personal lives too, although I'm not as good at it at home as I may be at work, which is a lot of times, especially if someone's— if things have gone crossways with a customer especially, you know, the reason you don't jump into solving it is because most of the time they want to be heard. They want to make sure someone understands the problem. I think we as consumers can relate to that, that we have an issue in a store or with an online transaction or something. Well, do you even understand why I'm complaining before you go solving it or worse, defending it? And I've seen so many situations where I'll do a customer interview and they sound like they've got a lot of issues, but the reason they stick around is with that particular vendor, my client, is because, you know what, they've got my back. They do a good job of listening.