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Tips Bisnes : Pelanggan Yang Baik Adalah Paling Bahaya!

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tips pelanggan

Semua orang yang ber-bisnes, terutama yang berkaitan dengan pelanggan, pastinya seronok bila ada pelanggan yang baik.

Pelanggan yang baik biasanya di-definisikan sebagai pelanggan yang tak banyak karenah, tak ada complaint, tak banyak soal. Walaupun kita ada terbuat hal dengan beliau, misalnya terberi barang silap ke, barang rosak ke, beliau tak kisah pun.

Ramai peniaga tak suka dengan pelanggan yang banyak hal, yang kerek, yang cerewet, yang banyak soal, yang banyak complaint… sampai kadang rasa dah malas nak berurusan dengan orang macam tu. Yelah, cerewet sangat. Beli barang RM10, expect macam beli barang harga RM100. Stress layan orang macam ni.

pelanggan cerewet

Tapi sebenarnya, pelanggan yang kumpulan pertama itulah yang harus kita hati-hati dan takuti. Mereka memang baik, bagus, senang diurus, mudah selesai. Namun saya ada cerita yang nak saya kongsi tentang pelanggan2 dalam dua kumpulan ini. Untuk kita renungi.

Cerita I:

Salmah membeli sepasang baju dari Butik Online XXX. Selepas menerima baju tersebut, Salmah mendapati bajunya berlubang. Dia menghantar semula untuk ditukar. Selepas sebulan baru dapat. Tapi dapat baju lain pula, bukan baju yang nak dibeli dulu tu.Katanya stok sudah habis.

Si penjual berasa lega dan gembira kerana Salmah OK saja dengan baju gantian itu.

Tapi itulah kali pertama dan terakhir Salmah membeli di Butik Online XXX. Malah beliau berpesan kepada teman-temannya “Tak payahlah beli di Butik Online XXX. Servis lambat. Nak lain, dapat lain”

Seorang pelanggan Butik Online XXX, Nita menulis dalam blognya tentang kekecewaanya dengan servis dari Butik Online XXX. Salmah sekali lagi join mesyuarat tingkap mengutuk Butik Online XXX.

silap bisnes

Cerita II:

Rina baru lepas menerima pakaian yang dipesan dari Butik Online XXX. Didapatinya baju itu bukan yang dipesannya. Rina terus menghubungi pemilik Butik Online XXX, dengan sedikit maki hamun sebab dia nak pakai baju tu ke majlis makan malam pada malamnya, mana sempat nak tukar sebab Rina tinggal di JB dan lokasi butik itu di Perlis. Pemilik Butik Online XXX berkali2 meminta maaf dan berjanji akan menukarnya secepat mungkin. Rina masih memarahi pemilik butik kerana kecuaiannya (impossible pun nak tukar dalam masa sehari) dan meminta gantirugi. Pemilik butik berkata tidak dapat beri ganti rugi kerana polisi mereka bila dah beli, non-refundable tapi boleh tukar. Rina tetap mendesak akhirnya pemilik butik itu mengalah. Beliau meminta maaf berkali-kali, malah sanggup memberikan baju yang tersalah pos itu dengan percuma sebagai tanda maaf.

Rina memberi warning “Lain kali jangan silap lagi. Nak berniaga betul-betul lah periksa”.

Bulan depannya, Butik Online XXX menerima lagi order dari Rina, walaupun selepas di-brainwash supaya tidak tersalah hantar lagi.

bisnes

Mungkin bagi sesetengah peniaga, cerita II adalah tidak berapa favorable, kerana ia seolah-olah merendahkan maruah penjual bila dimarah-marah oleh pelanggan. Tapi dengan layanan dan feedback yang baik, pelanggan cerewet itu akan datang semula. Manakala pelanggan yang baik dalam Cerita I, dah tak datang-datang dah.

Kenapa? Ini kerana ramai peniaga (terutama yang baru berjinak-jinak) keliru antara marketing (pemasaran) dengan (selling) jualan. Ha, apa pula beza marketing dengan selling?

Nanti saya kongsikan dalam entry berikutnya.

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48 responses to “Tips Bisnes : Pelanggan Yang Baik Adalah Paling Bahaya!”

  1. kakyong Avatar

    so far return customer kakyong adalah pelanggan yang sedikit baik.. yang byk komplen tu nampak nya takde order dah..

    isu nya dia yg pilih mode penghantaran.. dia nak yg murah, antor pos biasalah kan… dah tu komplen macam2… salahnya di pihak kakyong @ dia… ? huhuuu

    actually, ade mcm2 ragam pelanggan ni….

    1. Mommy Lyna Avatar
      Mommy Lyna

      Itu mmg jelas2 dah melanggar hak asasi peniaga tu kak yong. bukan bad customer lagi tu, kurang ajar namanya. hehe. tak payah layan org mcm itu. kecuali kalo dia beli sampai 14 juta barula berbaloi ;;)

  2. mama faiz Avatar

    along.. yang banyak kerenah tu..kene sabar layan…kalo kita ikhlas tanpa harap balasan.. doakan yg baik2 je utk sume2 customer2 kita ni..insyaAllah… jadi loyal customer gituuu….. hehe..mcm ni kene tambah satu lagi column kat log book akak ni.. (perangai customer).heeheh

  3. zaila Avatar

    huhuhu, kalo bercerita tentang perangai customer macam2lah yang pernah aku alami, tapi selalunya yg beli barang harga xsampai RM100 tulah yang dok sibuk tanya barang dah hantar ke belum ke apa, yang order borong sampai ribu2 rileks aje sebab diorang dah biasa berurusniaga kan..tapi sebagai peniaga, kita xleh nak salahkan pelanggan semata-mata so memang kena banyak bersabar dalam menangani karenah mereka..pernah sekali tu aku lambat hantar barang sorang customer ni & then dia siap marah & minta balik duit yang dah dibayar, kebetulan masa tu aku pon silap sebab xinform dia so aku pulang balik ah walaupon duit sudah hangus buat beli barang..hermm, xperlah kan adat meniaga..sometimes kita kena belajar dr kesilapan juga & boleh perbaiki segala kelemahan yang ada

    1. Mommy Lyna Avatar
      Mommy Lyna

      Customer yg suka complaint pada servis/barang kita yg tak bagus (or benda yg dia tak puas hati) tu la yg boleh jadi penambahbaikan dalam bisnes kita.

      Pelanggan yg tak puas hati dgn servis kita, depan2 diam tp belakang2 blacklist kita, siap konfrontasi dgn kawan2 dia…. Itu yg bahaya.

  4. fid Avatar

    ai cerewet
    aku kutuk aku beli gak
    kalau aku benci aku maki habis hahahaa

  5. bai Avatar

    well, i ada jugak pernah menjadi customer no.2. hehe. tapi after di complain dalam blog, the owner took action buat penambahbaikan…so i keep on buying from there now. Alhamdulillah, skang servis dia dah bagus. 😀

    http://twinkywinkystars.blogspot.com

  6. sarakids Avatar

    erm, peniaga pun ada hak juga. walau dia meniaga, x semestinya hidup dia kena dikelilingi caci maki customer. kdg2 perlu juga customer baik2 ni utk menaikkan semangat perniagaan nya. dan pelanggan juga, harus tahu cara nak complain. kalau boleh, tidak aibkan orang di depan org lain, cari jalan yang paling baik nak complain tentang servis. berbudi bahasa lah sikit sbb itulah sebaik laku kita org Islam. kita kan manusia, mesti ada human error yang tak disengajakan. peniaga pula, kalau dah terima complain, perbaiki, minta maaf, ucap terima kasih dan kenalah tahan. jgn cepat melatah. kalau suka melatah, ada baiknya tak buat bisnes sbb bisnes ini perlu sabar sabar dan sentiasa sabar. manusia ini pelbagai ragam. Laayaaan aje 🙂

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