Customer Complaints, A Company’s Favorite Gift


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Why don’t you complain more? You really should.

Good companies love hearing useful complaints from their customers.

On peak days, Mindshare Technologies gathers over 90,000 customer feedback surveys from your favorite retail stores and restaurants.

Each of these companies makes promises and sets expectations for customers through marketing, advertising, and previous experiences. But, when these promises are broken, customers don’t return. They talk to their friends, and sometimes public relations nightmares ensue.

When you complain about a less-than-satisfactory experience, you are offering the company valuable information that they can use to take action!

The first and most important step that companies must take is to care for you, the customer. Smart companies know that customers who have a negative experience that is fixed are actually more loyal to a company than if they’d merely been satisfied with their experience in the first place.

For example, a few weeks ago, I went to dinner with my family to a casual dining restaurant. The server completely forgot my order and didn’t realize it until he brought out everyone’s entrees and was short a plate.

I was upset, to say the least.

To make up for his mistake, he apologized, put a rush on my food, and had it out to me in minutes. He then offered our table free drinks. It was obvious that our business was important to him and that the incident was an accident. (Not to mention, he was empowered to resolve the customer’s concern.)

I will definitely be back, because I know that this restaurant has no qualms about taking care of me.

The next step to utilizing customer feedback is to correct the mistake at its source. Sometimes a complaint will come as a result of a product defect, a lack of training, or a loophole in company processes. When a company has the ability to identify the who, what, when, and where of a service lapse, they can more effectively plug the holes and prevent repeat offenses.

Companies want your feedback so desperately that they often give away products, discounts, and other incentives to motivate customers to participate in customer feedback surveys. Complaints are a gift, and oftentimes the most valuable connection a company has with its customers.

TARP researchers have found that for every one person who complains, there are 26 who do not. Every time you complain, and/or give feedback, not only are you helping your favorite companies get better at what they do, but you’re providing a voice for dozens of other customers who may have experienced the same issue.

Next time you have a negative experience with a business, do them a favor and let them know! If it’s a company that really appreciates your business, they’ll be glad for the constructive feedback, make things right with you, and make the necessary changes so it doesn’t happen again.

Republished with author's permission from original post.

Tim Sanchez
ABIS Consulting Group
Tim Sanchez is dedicated to promoting remarkable customer experiences through leadership and personal development.


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