Why Customer Complaints Are Great for Business

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Why Customer Complaints Are Great for Business

• http//businesscoachingcalgary.com/

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Customer Services Complaints

• Customer complaints can create a sense of doubt
  about how we run our business, however, what if
  we approached them as opportunities? The reality
  is complaints are ok, if you respond and do
  something about them. If no words were spoken by
  our customers about how we do business the same
  mistakes would go unnoticed. Only a small amount
  of people will speak up while the majority of
  others will quietly ignore and move on. In fact,
  only 4 of customers who are unsatisfied take the
  time to speak out.  You would never know that you
  are losing potential business if some complaints
  did not arise and you werent proactive in making
  needed changes.

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Employees

• Customers may make complaints about a specific
  employee.  This may be an innocent mistake or a
  continual recurring problem that again is
  affecting all the customers they come in contact
  with. By channeling the problem to a specific
  individual you can deal with that individual one
  on one and ensure that the issue does not affect
  the company as a whole. We are not involved in
  every interaction that our individual employees
  do and therefore when customers speak out its a
  great opportunity to really learn how that
  individual is handling their job.

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The Product or Service

• Sometimes customer complaints may arise about the
  physical product or about the level and type of
  service they received. Even if it is a service by
  a specific individual this type of complaint is
  directed towards the company itself since it is
  an issue about the processes or procedures that
  the company has laid out for its employees.  As a
  business It gives you a chance to look into your
  internal processes through your customers point
  of view and where you can make changes. Maybe the
  delivery of the product is too slow, or
  instructions are not clear, changes can be made
  to ensure that you keep future business from
  walking away.

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Customers

•  A customer could have used the product in the
  wrong way or was not aware of its capabilities.
  This is a chance to think about the communication
  between the customer and how they view your
  product or service.  If it is a product are you
  clear in how you demonstrate the product to them
  and how they should work it, build it, open it
  etc.? Making changes could clear up confusion for
  the customer and result in higher customer
  satisfaction.

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• As long as customer complaints are rarer than
  common they can be taken as a great opportunity
  to learn and educate yourselves and your team
  about common business practices. They allow you
  to rectify a problem before it leads to more bad
  customer experiences or bad reviews. A complaint
  is also a great opportunity to build a
  relationship with the client by reassuring them
  that you care and creating a memorable
  experience. Customer complaints can be great for
  business.

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Contact Information

• Suite 105, 1935-27th Ave NE
• Calgary AB,T2E 7E4
• P 403.454.4883
• C [phone]
• Email kent_at_ninebusinessgroup.ca