Randi Busse is the President of Workforce Development Group, Inc. and the author of “Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!” During the past nine years, Randi has worked with salons, limo companies, moving companies, restaurants, and a variety of other service-related businesses.
Here’s just a sample of Randi’s customer service wisdom.
How did you get involved in customer service training?
I have always been passionate about customer service and many of my previous positions had me focusing on the customer and how he or she was being treated. I am a customer too and was frustrated with some of the experiences I was having. So getting into the business was a very personal decision for me.
What are some of the common challenges that women service business owners face in dealing with customers?
Women who run service businesses sometimes doubt their own decisions and abilities. They often do not stand firm with their pricing, let customers take advantage of them, or fail to control the conversation – especially if they are intimidated by a male customer or someone who is being particularly aggressive. Men seem to be stronger in negotiations with customers. Randi recommends this book if you need tips on becoming a better negotiator.
What question do you get asked most often in your training?
Everyone wants to know, “How do you deal with a complaining customer?” I educate my clients that a complaint is a four-letter word, and not the one your mother told you not to use when you were a kid! A complaint is a gift. The customer is giving you an opportunity to fix his issue or solve a problem. If they don’t tell you about it, he may just leave, and take business and referrals with him.