There are children who are scared of being hit by anything thrown at them. These kids, if you lob even a soft, bouncy balloon at them, will crouch down and cover their heads and cower. Then, there are the children who want to catch anything sent their way, even if it means jumping in the air to catch a hardball…without a mitt (ouch!).
Customers will lob much at you many times. As a business owner, you will soon find out that not every customer will be happy all the time. It is our job as business owners to “catch” what is lobbed our way, instead of curling up and cowering from the onslaught.
In fact, we can learn from every interaction with our customer all the time. Dell triumphantly did just that. One unhappy customer wrote a blog called IHateDell.com. Dell took the high road and learned from its customer and changed the way it operated. One customer made a huge impact because of Dell’s ability and value to learn from everyone. Dell “caught” the ball.
How much of your time do you spend listening to your customers and employees?