Customers complain. Sometimes it can feel a bit personal if someone is complaining about you or your business. You are the owner and mastermind of all things that happen at your company. It never feels good to know that someone has a problem with you or something you've done.
However, if you can shift your thinking; a complaint can be a gift that your customers give you. There is a great book called just that, "A Complaint is a Gift." By Janelle Barlow & Claus Moller. The premise of the book challenges you to change the way that you think about a customer's complaint. Instead think of it as their gift to you. The book tells us that if we want to be in the customer service business (Hint, all business owners are in the customer service business, no matter their product) then you must not try to reduce or completely eliminate customer complaints.
The book tells us that if we are going to be in the customer service business, which all business owners are to some extent, then don't try not to get complaints. Welcome them! Enjoy them like a finely wrapped gift from a friend that you can't wait to open!
When a customer takes the time to tell you about an experience with your company that was less than ideal, it gives you the opportunity to listen to their complaint and deal with the issue, if necessary. In the tough economy we are in these days, if a customer is made to feel like you don't care enough to listen to their complaints with an open mind, they will take their business somewhere else. That is the last thing you want.
When a customer complains to you this is a good thing because they are still talking with you. They are offering you the opportunity to make it right. If they were not interested in giving you that opportunity, they would simply walk away and never come back. In that scenario, you will never know why you have lost that customer and you will never have the option to do anything about it.
You can welcome feedback, complaints and criticism. You can let your customers know that you are a different kind of company. All you need to do is to change your thinking and policies a bit and you will be amazed at how it will change your business, and in turn your bottom line.
However, if you can shift your thinking; a complaint can be a gift that your customers give you. There is a great book called just that, "A Complaint is a Gift." By Janelle Barlow & Claus Moller. The premise of the book challenges you to change the way that you think about a customer's complaint. Instead think of it as their gift to you. The book tells us that if we want to be in the customer service business (Hint, all business owners are in the customer service business, no matter their product) then you must not try to reduce or completely eliminate customer complaints.
The book tells us that if we are going to be in the customer service business, which all business owners are to some extent, then don't try not to get complaints. Welcome them! Enjoy them like a finely wrapped gift from a friend that you can't wait to open!
When a customer takes the time to tell you about an experience with your company that was less than ideal, it gives you the opportunity to listen to their complaint and deal with the issue, if necessary. In the tough economy we are in these days, if a customer is made to feel like you don't care enough to listen to their complaints with an open mind, they will take their business somewhere else. That is the last thing you want.
When a customer complains to you this is a good thing because they are still talking with you. They are offering you the opportunity to make it right. If they were not interested in giving you that opportunity, they would simply walk away and never come back. In that scenario, you will never know why you have lost that customer and you will never have the option to do anything about it.
You can welcome feedback, complaints and criticism. You can let your customers know that you are a different kind of company. All you need to do is to change your thinking and policies a bit and you will be amazed at how it will change your business, and in turn your bottom line.
About the Author:
I am the owner of a Dry Cleaning Route Business and have found complaints to truly be a gift. Over the past few years I have also been teaching Dry Cleaning Marketing that works to other dry cleaners all over the world. Check out my website for more information
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