Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why...
Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don't feel comfortable letting you know. What happens to the 49 unhappy customers who don't complain? Besides griping to 11 friends and family members, they'll just change products or places of business.
Complaining Customers Are A Bonus
Let's forget about the fact that complaining customers aren't always polite or fun to deal with. What's really happening when they let you know that you didn't meet their expectations?
1. They are giving you the opportunity to fix the problem and keep them as customers.
2. Let you in on problems that may have turned 49 other customers away.
Encourage Complaints
Yeah, I know... I dread them too, but they are tools for growing your business. How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by...
1. Offering a toll-free complaint hotline.
2. Make customer satisfaction surveys available.
3. Send follow up postcards after the purchase.
4. Make a place on your Website for customer complaints.
The Unhappy Customer's Options
An unhappy customer can do one of four things:
1. Keep silent
2. File a lawsuit or report you to an government agency
3. Give you bad word-of-mouth advertising
4. 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. When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And don't forget... an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer. Yeah, customer complaints pay off in the long run.
Copyright 2005 Cutts Group, llc
Who is Allyn Cutts, and why should you care? Allyn has spent over 24 years helping businesses like yours find new customers and increase sales to current customers. Allyn is a marketing and sales fanatic, providing measurable marketing solutions that drive huge results for small-to mid-size business clients. Allyn works personally with clients to design and deliver off-line and on-line direct marketing strategies that focus on metrics and measurable results. You can learn more about Allyn Cutts at http://www.AllynCutts.com and you can call 610.437.4106 between 10 AM and 4 PM Eastern Time Tuesdays and Thursdays.
![]() |
|
![]() |
|
![]() |
|
![]() |
Is the special treatment you designed specifically to keep customers... Read More
Nobody likes to get complaints. They make you question your... Read More
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More
From Ebay to the smallest home-operated start-up, e-businesses of all... Read More
Over the last month, I have come to hate emails... Read More
Those of us in home based and small businesses are... Read More
The purpose of business is to create and retain a... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
Unless you are brand new to business, or have been... Read More
You Never Know Who You're Serving when customers turn irate.I... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
Have you ever walked into a store and things looked... Read More
What do your customers experience when they interact with your... Read More
It's The Little Things That Make or Break a Small... Read More
Welcome to the inaugural issue of Human Tech Tips --... Read More
In any business our customers are one of our most... Read More
Regardless of what business you are in - you are... Read More
The other day while at the book store, I came... Read More
If you're a regular reader of my column you know... Read More
With all of the calendars and PDA's and lists I... Read More
Reality is not always pretty. But here is a tad... Read More
If you think customer relationship management is just a piece... Read More
Client satisfaction starts with meeting or beating the contractual obligations... Read More
Landing a new client is like courting a potential spouse.... Read More
Looking for hi-fi computer peripherals? Finding it tough to decide... Read More
A couple of years ago I had a call from... Read More
When conducting a training session about customer service, I always... Read More
You probably realise how the wrong tone of voice and... Read More
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More
This morning I was having breakfast with my good friend... Read More
Historically, customer service was delivered over the phone or in... Read More
Running a business is about providing goods and services to... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
Is customer service a lost art? Before you answer that... Read More
In this day of terrible customer service, it should come... Read More
One of the mantras we hear repeatedly in business is... Read More
One of the basics of acting taught to me in... Read More
Anyone who knows me knows my favorite fast food restaurant... Read More
The Reason Why Direct Internet Marketers Have To Work So... Read More
So today was the day where I almost stopped going... Read More
When people ask, "What is CRM?" the literal answer is,... Read More
What happened to the old saying, the customer is always... Read More
As I waited for an answer to my VCR inquiry... Read More
I spent some twenty years in the corporate world, for... Read More
Which is more important the technology or the customer?The one... Read More
I got it into my head sometime in December 2004... Read More
It's just a simple thing ? I bought a new... Read More
There are five techniques that have been proven to be... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
One of my classes in management focused on the repeat... Read More
In order to maintain a successful business, the business must... Read More
Can we be too good to our customers?... Read More
Are your company's call center services all that they could... Read More
If you are up to your ears in a stressful... Read More
The best way to explain this concept is to tell... Read More
You are serving great food. Your establishment is new, spotless... Read More
The following are common mistakes that Sales Managers and Owners... Read More
I wish I had a nickel for every time someone... Read More
Businesses that fail, often forget to seek out the customer... Read More
Winning Customer ExperiencesMuch research has been done on what the... Read More
Why bother? Good customer service is the life blood of... Read More
The latest report from the American Customer Satisfaction Index (Michigan... Read More
Customer service is an integral part of our job and... Read More
Improving customer service starts at the top - with us... Read More
One of the most important questions people ask when they... Read More
On a recent airline flight I was an upset... Read More
Customer Service |