Customer Complaints And Their Advantages

Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here are some reason why.

Marketing research shows that only 1 out 50 unhappy customers take the time to complain… to you. Chances are, they will likely tell 11 of their friends in on the fact that they are unhappy but they’re not comfortable in letting you know. Any ideas what happens to the 49 unhappy customers who don’t complain? In addition to griping to 11 friends and family members, they will either change places of business or just change products.

There are Advantages When it Comes to Complaining Customers
While it’s true that complaining customers aren’t always polite or fun to deal with, we should try to forget that fact. Focus instead on what’s really happening when they let you know that you didn’t meet their expectations.

You are given the opportunity to keep them as customers because you get to fix the problem.

Let you in on problems that may have turned 49 other customers away.

Should You Encourage Complaints?
They are tools for growing your business even though we all dread them. Do you know how easy it is for your customers to let you know that they are not satisfied with your product or service? Make it easy by…

Offering a toll-free complaint hotline.

Make customer satisfaction surveys available.

After the purchase, send follow up postcards.

On your website, make a place for customer complaints.

The Options of Unhappy Customer’s
One of four things is what an unhappy customer can do.

Keep their silence.

File a lawsuit or report you to an government agency

Bad word-of-mouth advertising is what they can give you.

Or they will complain to you.

Remember that your customers and clients know your businesses strengths and weaknesses much better than you do! They have first-hand experience to make their judgment from. You truly owe a customer a thank you when they take the time to let you know what you need to improve your business. Keep in mind that they will become loyal and life-long customer if you turn an unhappy customer into a happy customer. Yeah, customer complaints pay off in the long run.

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