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The Hypersensitive Customer - Problem or Opportunity?

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Services for Real Estate Pros

Marilyn Suttle & Lori Jo Vest, Customer Service Experts appear on the Get More Business Show!

As businesses continue to struggle through this current tough economy, more bad news - a recent study out of the U.K. reveals the emergence of “hypersensitive customers,” consumers with less money, more info and zero tolerance for poor customer service. This study, by a UK business consulting and accounting firm by the name of BDO Stoy Hayward, it was found that in the last year and a half, customers have become less loyal, as they realize how their business is a privilege and as they look for retailers who recognize that fact. Incredibly, 48% of consumers admitted to increasing their expectations over the past 24 months.

It's too easy for customers to access detailed technical information, consumer reviews,  and anything else that would impact their purchasing decision.  They're shopping and comparing from the comfort of their own homes and offices before they ever set foot into a store.  Budgets are tighter.  Consumers are more discerning in both what they buy and the service they expect. 74% of respondents in the study said they would abandon a buying opportunity, store, or brand if they encountered poor customer service.

Have you ever had a hypersensitive customer? If not, are you prepared to handle one?  Seize this opportunity to examine your customer service practices and culture to make sure they're not out of line with the needs of today’s consumer.

I recently did an interview on customer service with Authors Marilyn Suttle and Lori Jo Vest.  There's a lot of good information there.  I encourage you to listen to it, but it's only a teaser to the amount of detail that they've provided in their new book, "Who's Your Gladys?"  Marilyn and Lori Jo are doing a major national launch of that book today in major book stores and online resellers.  They're already up to #5 on the "Movers and Shakers" list on Amazon.com today! Marilyn and Lori Jo are really really generous, so when you order “Who’s Your Gladys?” today, you get a special package of 40+ electronic bonus gifts in customer service, sales, marketing and professional development. Buy your copy today at www.whosyourgladys.com Watch the WYG book trailer here: www.youtube.com/whosyourgladys

I love giving value to my readers! In the interest of full disclosure, I'm not getting paid or compensated in any way for recommending this book. I just think it's a crucial thing for us all to focus on and I love the approach of "Who's Your Gladys?"



Jason Sanders @ValuePagesGroup
Business Networking Specialist

www.TheValuePagesGroup.com

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Comments (2)

Lisa Ludlow Archer
Live Love Homes-Keller Williams, Charlotte, NC Ballantyne Area - Waxhaw, NC

boy...wow...good question to ponder.

Sep 15, 2009 03:51 PM
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Lisa - It's a head scratcher when you first read the quesion, but I read the book...so I know the answer!  No spoilers here though.  If you check it out, let me know what you think.

Sep 15, 2009 04:07 PM