Recent Posts:Complaints are GiftsI get the strangest looks when I tell a client; “they should appreciate when a customer complains”. Certainly, no one really likes anyone to complain, however; your business model, your equipment and the people who run them are not perfect and are quite capable of failing to meet the expectations of customers. No matter how well you and your staff provide service you will occasionally fail to meet a customer’s expectation. It is a fact of life in a service-oriented business. To be sure, all complaints are not valid and yes, there is the occasional customer who is just a chronic complainer, or even worse, may be trying to get over on you to get something for nothing. However, most customers who do complain have valid concerns or comments about your business that need attending to if the customer is to continue to be a customer at your business. And you really need to know if customers are not happy.
A scary thought…Statistics indicate that nearly eighty percent of customers will not complain openly. Instead, they will just take their business elsewhere, and never tell you why. Now that is a very scary thought. It is like your business is sick and no one will tell you that it’s sick, or even why it’s sick. If you have been in business for a while, you have no doubt heard that if you please a customer he/she will tell one or two friends about your business and those people will each tell one or two of their friends and so forth. However, if you disappoint a customer he/she will tell as many as ten of their friends. Why the large disparity between not sharing good news and passionately sharing bad news? The fact is; customers rarely get emotional about good service, but they tend to get very emotional about poor service. Think about the last time you received poor service and you complained. Depending on the response to your comments/complaint, you may have left the business upset. And by nature, when people are upset, they tend to speak more readily and with more emotion and passion. Angry customers tell everyone they can. Happy customers might tell a few people…maybe.
Be gracious…accept the gift!Owners and managers who ignore or mishandle customer complaints are missing out on the most important feedback their businesses can receive. Your customers are taking the time to tell you exactly how you need to improve your business in order to ensure their repeat business. What better gift could you receive? Complaints should be viewed as an opportunity to improve a particular aspect of your business. If a customer does take their time to complain, (or make a comment about how something could be better) don't take it as a personal attack; accept it as a gift of information you can use to make your business better.
Thankfully, some customers do complain.
Joseph Rosales The Sales and Service Coach
Joseph Rosales is a performance coach who helps his clients realize higher levels of performance though clearly defined strategies, effective techniques and performance coaching. He is available for group training and customized programs. Reach Joseph via email at: jrosales@thesalesandservicecoach.com or phone at: 609-760-9066 Joseph Rosales | 05/09/2012
|
Blog
View All
Subscribe
We want to hear from you!
Please fill out this form and let us know how we can be of service. We will happily offer you a consultation from May 1st to December 15th.