CUSTOMERS COMPLAIN BECAUSE THEY ARE LOYAL. So says Morry Morgan, co-founder of ClarkMorgan and author of ‘Selling Big to China‘. Those customers, says Morgan, who don’t complain are now using your competitors. It is for this reason that instead of saying “sorry” upon hearing a complaint, that service staff should be saying “thank you” – “Thank you for helping us improve”, “Thank you for being so supportive”, and “Thank you for building a better company”.
Morry Morgan is a Sales and Negotiation skills trainer, and has worked with large multinational as well as medium sized companies across Asia-Pacific. He speaks regularly at APAC conferences and has been based in China since 2001.