Hit The Jackpot With Customer Complaints

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.

---

Sending Mixed Signals Can Send Your Clients Away

I call it the "wave and roll."You walk up to... Read More

Learning from Your Employees and Customers Complaints

Listening to complaints, whether they're reasonable or not, is a... Read More

Communicating for Profit and Customer Satisfaction

The President of a 200+ store division of a major... Read More

Customer Service For Huge Profits

Customer service is the most vital asset for Business either... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Customers - Hold Onto the Ones Youve Got

You probably spend a great deal of your time looking... Read More

5 Golden Online/Offline Business Rules To LIVE Or DIE By

Whether online or off, if you plan on running or... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Be A Resource

What is one of the greatest ways to add value... Read More

Be the Customer: See Yourself as Your Customers Do

What do your customers experience when they interact with your... Read More

Provide Exceptional Value - Grow Your Business

The primary objective of a business is to get and... Read More

Customer Service and Marketing that Works

Go into many businesses today and try and get service,... Read More

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many... Read More

Creating the Right ?Viral Reputation?

Unless you are brand new to business, or have been... Read More

Cultivating the Trust Factor

In today's highly competitive economy, it is difficult to maintain... Read More

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

We Got It Wrong: Never Under Promise & Over Deliver

You know how it is, you believe something for so... Read More

Customer Service: Stop Sabotaging Your Customer Relationships

If you've called for customer service recently you're familiar with... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Keeping Clients Happy Keeps them Coming Back

Whether you are a seasoned small business professional, or you... Read More

Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms

Corporations in every sector are spending more than ever before... Read More

Become a Customer Enthusiasm-Guru!

One thing all successful small business owners have in common... Read More

Profit from a Customer Service Recovery Program

A client recently said to me: "Most days things seem... Read More

Saying Thank You to Your Clients

"Thanking your customers" - Why you should do it and... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

Learn to Anticipate Your Customers Needs

This morning I was having breakfast with my good friend... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

Create a Positive, Upbeat, Can-Do Workforce and Dazzle the Customer with Your Caring!

Given the choice of dealing with a positive, upbeat employee... Read More

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

Responding to Complaints

It's possible that in the course of your business dealings,... Read More

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

11 Moments of Truth

These moments come when a customer or client?1. Hears someone... Read More