IB MAG FINAL MINA
IB MAG FINAL MINA .pdf
IB MAG FINAL MINA .pdf
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BUSINESS ADVICE<br />
Customers need to know that there is a<br />
difference between "Speaking Up"<br />
and "Speaking Out" and knowing<br />
which one to do and when can be a<br />
difficult road to maneuver. Businesses<br />
also need to know the difference between<br />
the two and must work hard to keep their<br />
customers "speaking up" rather than<br />
"speaking out".<br />
If you "SPEAK<br />
UP", you (as a<br />
customer) are<br />
sharing with a responsible party your<br />
concerns on an issue/situation of<br />
importance to you, in order for said party<br />
to be able to correct the issue/situation,<br />
before it gets out of hand or a becomes a<br />
larger problem than it may already be. We<br />
see businesses with 1 -800 numbers,<br />
email addresses, or web links asking<br />
customers to "speak up". Some offer<br />
incentives like chances to win $$ or<br />
get a free item with your next purchase.<br />
The customer "speaks up" believing that<br />
the comments they share, positive or<br />
negative, will somehow impact that<br />
business for the better and that someone<br />
higher up is listening. The customer may<br />
also "speak up" at that moment, asking<br />
for a manager/supervisor, in order to<br />
remedy the situation more immediately.<br />
But if a customer<br />
chooses to<br />
"SPEAK OUT",<br />
you (as a<br />
customer) are<br />
saying that the concern you are raising<br />
goes beyond a typical (even reasonable)<br />
response from said party and that you feel<br />
the need to go outside the normal realm to<br />
voice your concern. The customer may<br />
still have contacted a manager/supervisor<br />
to address the issue right away but, for<br />
whatever reason, feels that they must<br />
"speak out" even more. Here is where the<br />
possibilities for the customer to be heard<br />
get endless. Not only can the customer<br />
use the 1 -800 number, emails, web links<br />
to share their concern, but can also use<br />
other avenues to support one of the most<br />
basic principles of consumerism..."hit<br />
them where it counts...in the<br />
pocketbook (or profits)".<br />
The customer has untold options to<br />
pursue when they make the decision to<br />
"SPEAK OUT" and this is what each<br />
business should fear and work hard to<br />
avoid. A business should never let a<br />
situation get out of hand and go<br />
beyond the "speaking up" level.<br />
Customers have the power to make or<br />
break (surely to bend) the will of a<br />
1 6<br />
Inglewood Business Magazine July - September 2015
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