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How to make the most out of them!
There
is a silver lining to customer complaints. Smart business owners consider
customer complaints as solid gold. You can learn from them and make the most of
them to improve your business.
A
small business owner can spend time setting up surveys, creating comment cards,
and sometimes even holding focus groups; all this to find out what their
consumers think of them.
Truth
be told, only a small percentage of customers complain to you directly. More
likely, they will complain to family and friends about your business. Then they
will bad mouth you on social media and write negative reviews.
When
a customer complains to you in person, they give you honest feedback, without any
effort on your part. Pure Gold!
Customer
complaints can help you quickly improve systems, programs, and customer
experience. Complaints help you see who on your team is working, not working,
offering good or bad service. Maybe it was you who dropped the ball. Learn from
it and do better!
Here
are a few suggestions for making the most of complaints:
1.
Look at things from the consumer's point of view.
2. Encourage complaints. Ask them how you are doing, and ask
for negative feedback. Remember, most consumers never complain, they just go
elsewhere.
3.
Talk to your most loyal customers. They will be the most
honest with you.
4. Take action. Once you have apologized and rectified the
situation, then take action to put things in place so that it doesn’t happen
again.
5.
Communicate with the customer and let them know the actions
you are taking to help them with the problem.
6. Follow up. Let the customer know that the problem is
resolved. Thank them for their input and let them know that they were
instrumental in helping to improve your business.
Only after
these steps can you say that you resolved the problem.
Debra Lee | Biz & Life Coach | Author & Keynote Speaker | Blogger
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