Thank Your Customers For Complaining

How do you know how well your business is doing? Is all you look at “the Sales Numbers?” You may have a fabulous product set, deliver the finest service and have a wonderful infrastructure (well – and then we wake up!) but without the ability to measure each of those, we are in danger. 

Competitors will start nibbling at your heels, opportunities to improve customer service will not be identified, inefficiencies in your costs will not be addressed.

Thank your customer for complaining and make sure you mean it. The average business hears from only 4% of unhappy customers. The other 96% don't complain - at least not to the places they did business. While the study was conducted a number of years ago, current independent studies still show similar findings. Your ultimate business goal should be to try to discover any problems before the customer complains. Consider you can simply ask how you are doing.

If you have a customer who makes a complaint about something related to your business, you should assume the there are others who probably had the same issue, but never said a word to you.

It’s a well-established fact that the majority of your customers generally won’t utter a peep. They typically prefer to avoid confrontation, and so they will just leave and start doing business with one of your competitors. You want to avoid this like the plague. The best way to do that is to make sure you ask your customers regularly for their candid feedback. And then be sure to make adjustments and let them know what you did.

It’s one thing for you to figure out what you think your customers need, but it’s even better when they tell you. Since most customer complaints are usually based on failed expectations in the service or product. Their complaint is an excellent opportunity to assess how well you are actually meeting the wants and needs of your customers.

If more than one customer makes the same suggestion or complaint, guess what? That’s a clue you probably should take a closer look at an issue. You need to figure out if you need to tweak your sales message, your product or service, or the way you provide service and support. Whatever it is, its bound to improve your business because you will be responding to the stated needs of your customers.

Keep in mind when they are done complaining, they will be talking to their friends and family.

It’s so important to remember that the way you handle a customer complaint is not the end of the matter! In fact, it’s actually much closer to the beginning. A complaint is a tremendous opportunity if you handle the situation tactfully.

With SMART Service Desk you can track and understand all of your customer interactions. It also allows you to track and understand how the internal parts of your business are responding to those customers.

In order to help you and your business we need to open a dialog so we can best understand how SMART Service Desk can be your businesses’ 2015 solutions. We look forward to meeting your business needs and providing our very efficient cost effective solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com