What do you think We can do to Improve?

Turning a Customer Frustration into Customer Loyalty with One Question

When I returned a car I’d rented the attendant asked about the rental. “Fine,” I lied. Actually, when I rented the car I waited at the counter while the staff ignored me to deal with phone customers. It wasn’t worth explaining – I just figured that next time I’d rent elsewhere. Then he asked a magical question, “What do you think we could do to improve?” That question created several outcomes: I expressed my frustration, he apologized, reduced my bill, said they’d fix the problem, and – I’ll rent there again. Not bad for one question.

Today’s chuckle:

If you can remain calm, you just don’t have all the facts.

Written By Customer Service Speaker & Sales Trainer, Jeff Mowatt (original content – not AI generated)

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Jeff Mowatt is a Canadian professional customer service speaker, customer service & sales trainer, a business communication strategist, award-winning speaker, and best-selling author.