Some people, it seems, you just can't please. But Neil Cannon will die trying. Cannon, chairman and CEO of Schmidt-Cannon International, a distributor of promotional products, headquartered in Ontario, Calif., has developed a problem-customer order tracking system.
Cannon is convinced that customers most prone to complaining are those who have filed grievances already. So any time the company receives a complaint, that customer's next order gets placed in a red file folder for special attention. As the folder is passed through departments, each manager personally signs off on it. If a problem arises, the manager responsible speaks directly with the customer. Since the system was introduced, there has been a noticeable drop in repeat complaints.
Copyright 1997 G+J USA Publishing
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