COMPLAINTS ARE A GREAT WAY
FOR YOU TO IMPROVE YOUR BUSINESS
Firstly, you need to see your customer’s complaint through their eyes.
Imagine that whatever the customer is complaining about has also happened to
you.
What would you be thinking and feeling? How would you react? How would
you expect to be treated? What would it take to satisfy you? What response
would be necessary for you to walk away feeling good about your complaint and
the company?
It is estimated that only 1.5% of all customers will try to take advantage of a
company through exaggerated claims. So, chances are, your customer’s
complaint is legitimate and realistic.
A customer’s complaint is usually a clear message on how you can
improve your services or products. If you are able to identify and meet customer
wants and needs, you will undoubtedly improve your business performance and
increase your customer base.
A satisfied customer usually means repeat business.
In most cases, the information that you can obtain through a customer’s
complaint is impossible to get through any other means. You are being
presented with a real opportunity to prove your commitment to your customer by
addressing these concerns, even when the complaint may seem minor or
trivial.
Complaints that customers bring directly to you are the most efficient and
least costly way of obtaining information and understanding customer
expectations.
So, appreciate the fact that your customer bothered to tell you first, and
take full advantage of the situation.
For information on how you can increase your Business Performance and
Customers, contact Dennis Chiron at
Mobile: 0451 184 6599
Web: www.marketingmeansbusiness.net.au
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