Learn From Complaining Customers
Rhonda Abrams At Gannett News Service:
Just get rid of them!” Face it, when confronted by a customer with a complaint, all you really want to do is make them go away, isn’t it? After all, who wants someone in your face, telling you that you’ve messed up? But guess what? You actually may be doing something wrong. And the complainer isn’t just a troublemaker or a pain in the neck. That person standing before you — complaining — is someone who can help you understand how to improve your company. It’s in your best interest — and in the best interest of your bottom line — to deal with them, not just get rid of them.
Here’s something to remember — most unhappy customers don’t complain; they just go away. Most complainers have legitimate concerns, often indicating systemic problems in your business. Maybe it’s not just one messed up order, but your shipping department is sloppy. Maybe your product actually isn’t performing properly or your employees aren’t providing the quality of service a customer should expect. Face it, when was the last time you made sure your housekeeping staff was consistently cleaning those rooms properly?
It’s easy to dismiss complainers. After all, sooner or later, every business will have some customers who are just impossible to please. No matter what you do, they’re never going to be happy. Often, these customers have misunderstood the nature of your products or services and want you to change completely to accommodate them. That’s not realistic.
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Photo by MSDesigns.
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