Thoughtful Thursdays – Complaints are opportunities
We all experience them at some point in time, some more often than not. Sometimes it is in our control and sometimes not. It is a part of doing business.
Today’s thought is about customer complaints. At the time the complaint is issued, the customer is not as happy as you would like them to be. You listen, empathize and propose solutions that will satisfy the needs. The situation has been addressed promptly and the customer is happy. That is normally where the customer service process stops and in most cases it is fine.
What if you made a habit of turning those situations into opportunities to grow your business? The key element for that to happen is there, you have customer engagement. Once the complaint has been addressed to the satisfaction of the customer, you have another piece of the puzzle in place, a happy customer.
A happy customer who you can engage is the opportunity we all look for. Use the valuable primary data from your market and turn those complaints into opportunities.
- Thank your customer for bringing the situation to your attention
- Inform the customer that their input will be used to improve your products and services
- Use the information gathered to improve your products/services
- Let them know when the improvements have been made
Have a question about sales? Contact me and I will respond.
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