{"id":19300,"date":"2016-02-09T15:52:23","date_gmt":"2016-02-09T23:52:23","guid":{"rendered":"http:\/\/www.questionpro.com\/?p=19300"},"modified":"2023-08-22T07:25:05","modified_gmt":"2023-08-22T07:25:05","slug":"mechanics-of-detractor-recovery","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/mechanics-of-detractor-recovery\/","title":{"rendered":"Critical Mechanics of Detractor Recovery"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">Critical Mechanics of Detractor Recovery<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">In <\/span><span style=\"font-weight: 400;\">my last blog post about <a href=\"https:\/\/www.questionpro.com\/cx\/detractor-recovery.html\">Detractor Recovery<\/a><\/span><span style=\"font-weight: 400;\">, I wrote about the mechanics of detractor recovery and the idea of managing your customer experience by following up with your dissatisfied customers. At QuestionPro, we call this process Detractor Recovery. Detractors, in the language of the Net Promoter System (NPS), our customers are unlikely to recommend your company to a friend or colleague. The goal is not only to save that customer from leaving you but, even more importantly, to keep them from damaging your brand by telling others about their bad experiences.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It used to be that a dissatisfied customer would only tell a few of their close friends about their bad experience. Today, however, your dissatisfied customers can easily share their experience with hundreds or thousands of people on Facebook, Twitter, Yelp, and elsewhere. Still unsure about the impact of a dissatisfied customer? Check out some of these stats cited by the Word of Mouth Marketing Association (WOMMA):<\/span><\/p>\n\n\n\n<ul>\n<li><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.questionpro.com\/blog\/bad-customer-experience\/\">Bad customer experiences<\/a> with your business are shared with twice as many people as positive ones<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">A dissatisfied customer will tell between 9 and 15 people about the bad customer experience<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">13% of dissatisfied customers tell more than 20 people about the bad customer experience<\/span><\/li>\n<\/ul>\n\n\n\n<p><span style=\"font-weight: 400;\">So, how do you effectively address your dissatisfied customers? Here are the critical mechanics of addressing and recovering your Detractors:<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Time Sensitivity<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">95% of unhappy customers will return if an issue is resolved quickly and efficiently. (source: NARMS) Let\u2019s admit it, who really wants to prioritize speaking with an angry customer? It can be uncomfortable, but the longer you wait to address their concern, the more likely that they will have already left you and, possibly, have told countless others about their bad experience. Follow up promptly and you\u2019ll have the upper hand saving both your customer and your brand\u2019s reputation.<\/span><\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=Research&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/19300&amp;lang=en&amp;cat=market-research\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Empathy<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">Listening is the first step to really knowing your customers. When you listen, don\u2019t just hear the customer\u2019s words &#8212; hear their feelings. It\u2019s easy to feel disconnected when you read an email, so pick up the phone. If feasible, meet them in person. Put yourself in their shoes. When you make that human-to-human connection, you\u2019ll create something far more memorable than a smart business transaction. <\/span><a href=\"https:\/\/en.wikipedia.org\/wiki\/Maya_Angelou\"><span style=\"font-weight: 400;\">Maya Angelou<\/span><\/a><span style=\"font-weight: 400;\"> said, \u201cI&#8217;ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.\u201d<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Says Kristin Smoby in her article, &#8220;<\/span><a href=\"http:\/\/alistapart.com\/article\/being-human-is-good-business\"><span style=\"font-weight: 400;\">Being Human is Good Business<\/span><\/a><span style=\"font-weight: 400;\">&#8221; wrote:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In an era when companies see online support as a way to shield themselves from &#8216;costly&#8217; interactions with their customers, it&#8217;s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It&#8217;s worth it.<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/service-recovery\/\">Service Recovery<\/a><\/em><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">At QuestionPro, we provide <\/span><span style=\"font-weight: 400;\">clever technology<\/span><span style=\"font-weight: 400;\"> to support your great people.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ownership<\/strong><\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">If you are not empowered to resolve an issue, then your customer may feel like they are wasting time while being passed from one well-meaning employee to another. This frustrating game of pass-the-baton only serves to escalate the situation. Empower your employees with the ability to resolve issues quickly and efficiently. Give them several options of how they can resolve issues without having to get their manager involved. You\u2019ll not only <a href=\"https:\/\/www.questionpro.com\/blog\/delight-customers\/\">delight customers<\/a>, but the <a href=\"https:\/\/www.questionpro.com\/blog\/employee-empowerment\/\">empowerment<\/a> will also delight your employees.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For more information about how QuestionPro can help you further empower and delight your employees, check out our <\/span><a href=\"https:\/\/www.questionpro.com\/workforce\/\"><span style=\"font-weight: 400;\">Workforce solution<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">+1 Mentality<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">To overcome a negative customer experience, you can\u2019t simply get them back to where their expectations started. Once the customer has been underwhelmed, you have to go beyond their expectations to delight them. At QuestionPro, we call this the +1 mentality. Here\u2019s an example:<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">A customer orders a medium-rare burger at one of your restaurants and the burger is overdone. They notify the server, who sets off to have another burger made according to the customer\u2019s expectations.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The customer is now waiting for their corrected order while the rest of their party is eating. When the server brings out the corrected order, he has simply brought the customer experience back up to the original expectation. So, his +1 action is to tell the customer that the meal will be free of charge, along with a free dessert! This added bonus is an unexpected delight to the customer, something they will likely tell others about.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If the server had only corrected the order, the customer would still feel slighted because they had lost their time and experienced the inconvenience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">The +1 mentality will keep your customer experience at its best and keep your customers coming back.<\/span><\/p>\n\n\n\n<p><strong>Looking to deliver an exceptional customer experience with <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.<\/p>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>Access your CX 10-day free trial now<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Critical Mechanics of Detractor Recovery In my last blog post about Detractor Recovery, I wrote about the mechanics of detractor [&hellip;]<\/p>\n","protected":false},"author":126,"featured_media":774153,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[203],"tags":[377],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Critical Mechanics of Detractor Recovery | QuestionPro<\/title>\n<meta name=\"description\" content=\"Here are useful Mechanics of Detractor recovery to help you turn your dissatisfied customers into promoters. Don&#039;t let angry customers kill your business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/mechanics-of-detractor-recovery\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Critical Mechanics of Detractor Recovery | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Here are useful Mechanics of Detractor recovery to help you turn your dissatisfied customers into promoters. 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