by PerErik | Nov 2, 2012 | Tennis Tips
The business of tennis ! The tennis businesses that have low service quality average only 1% return on sales and low market share at the rate of 2% per year. The businesses with high service quality averaging 12% return on sales gain market share at the rate of 6% per...
by PerErik | Nov 2, 2012 | Tennis Tips
What about the refund? This is the challenge some coaches or pros have, even if you feel is not fully justified, give a refund, if the customer wants one! if you have to redo the order. Pros make sure the customer is satisfied, this is the one case where the customer...
by PerErik | Nov 2, 2012 | Tennis Tips
The follow-up! You must ask, what would you like us to do? don’t make the mistake of telling them, what you will do about 80% of the time they will ask for less than you will be willing to give. What complainers really want is understanding, reassurance that it...
by PerErik | Nov 2, 2012 | Tennis Tips
How do I handle the upset member? Listen, focus all your attention to understand what the customer or member tells you, you’ll get valuable customer or Member information. try to ask, would you mind if I take notes? that question will create customer or member...
by PerErik | Nov 2, 2012 | Tennis Tips
The average customer! The member/ customer, who has a complaint tells nine or 10 people about it and 13% of those people recount the incident to 20 or more people, isn’t that interesting! what reputation do you want to represent, at your club? or in the tennis...
by PerErik | Nov 2, 2012 | Tennis Tips
This is a tennis tip about a study done by the US government! This study happened several years ago, it White House study of consumer affairs found that only one out of 25 clients takes the time to tell you about a problem they have had with your company or you, so...
