Shep Hyken\'s Customer Service Blog

Guest Post: 10 Tips for Achieving 100% Customer Satisfaction

This week on our Friends on Friday guest blog post I am happy to share an article by Jeff Frank.  While Jeff isn’t a customer service consultant, speaker, author, etc., I consider him a true customer service expert.  His company, Simplicity Sofa, is truly an amazing customer service company.  I have been corresponding with Jeff for several years and I think you will enjoy this excellent article. – Shep Hyken

Simplicity Sofas is a High Point, North Carolina furniture manufacturer and e-commerce retailer specializing in Furniture for Small Spaces. After more than six years in business and $4 million in sales the company has never received a negative review. (Hundreds of complimentary testimonials can be found at

Here are 10 tips from Simplicity Sofas for achieving 100% customer satisfaction:

1. Speed is critical. Customers expect a 24 hour response time. They are delighted when they hear from you within 6 hours and amazed by a 1 hour response. The faster you respond to your customers the easier it becomes to close a sale or solve a problem. Failure to return a call or email is inexcusable.

2. If you don’t have an immediate answer, quickly inform the customer that you are working on their inquiry and will get back to them soon. Then do it!

3. When responding to a customer complaint always begin by assuring the customer that you will fix their problem. This immediately removes the adversarial relationship that can lead to messy and expensive confrontations.

4. Always offer the customer choices. This is particularly important in problem situations.  If you offer your customer 3 or more possible solutions they will feel included in the eventual resolution. Also, you will be surprised at how often the solution selected is not as expensive or burdonsome as the one you thought they would demand.

5. Never answer a question by telling a customer something is “company policy.” All responses must make logical sense to both you and the customer. If you can’t reasonably explain the company policy either you need more information or the company policy needs to be changed.

6. The object of problem resolution is not to “satisfy” the customer but to “amaze” them by going above and beyond their expectations.

7. Mistakes and problems always result in opportunities to create long-term loyal customers by exceeding expectations.

8. Transforming an “angry” customer into an enthusiastic advocate is always worth the cost.

9. The resentment felt by an inconvenienced or frustrated customer can be transformed into gratitude and long-term loyalty by a small compensation offer – especially when the customer realizes that the circumstances were beyond your control.

10. Unhappy employees cannot create delighted customers.

Jeff Frank is the owner of Simplicity Sofas. The company’s proudest accomplishment is that after more than six years in business and over 2500 customers, Simplicity Sofas has never received a single negative review, either from its customers or from professional industry reviewers. Learn more at or call 800-813-2889.

For more articles from Shep Hyken and his guest contributors go to


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  2. Suvashree Bhattacharya says:

    Nice article. Thanks.

    Here one point I would like to add.There are some basic rules to be followed for ending a chat session. You cant end that abruptly. Customers always want to be appreciated and well treated when they talk to the sales and support personnel. SO you should always keep it in mind.

    The basic etiquette before ending the conversation would be:

    1.Always sound polite and cheerful
    2. Don’t forget to thank your customer
    3. Make sure all their issues are resolved
    4. Good Bye should mean ‘Hear from you soon’
    5. End the chat in a more personalized way
    6. Let customer end the chat first

    You can read more on this topic here:

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