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.
![]() |
|
![]() |
|
![]() |
|
![]() |
I call it the "wave and roll."You walk up to... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
If you think customer relationship management is just a piece... Read More
During the course of everyday business, many of you encounter... Read More
What is one of the greatest ways to add value... Read More
Reality is not always pretty. But here is a tad... Read More
I will not make sales. I will make Customers.I will... Read More
Have you ever called a company and been greeted with... Read More
Recognize metaphors from every angle and round up more insight... Read More
In the competitive world of the 20th century, we generally... Read More
There are two kinds of customer service we all experience... Read More
Ever notice how customer service varies from store to store?... Read More
Customer support is very important when you're running a business,... Read More
The other day while at the book store, I came... Read More
One of the most important questions people ask when they... Read More
This article offers five ways to help you deal with... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
Evacuation, "E-Vac" Oil System for Oil ChangingHow do most mobile... Read More
Are wholesale buyers and retail customers really different? Frankly, there... Read More
On a recent airline flight I was an upset... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
The following are common mistakes that Sales Managers and Owners... Read More
Customer Service is a critical factor for keeping your clients... Read More
There are two Post Offices that I routinely visit. One... Read More
Is the special treatment you designed specifically to keep customers... Read More
Improving customer service starts at the top - with us... Read More
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
However, in the world of business, this cliché may not... Read More
If you want to learn how to get your clients... Read More
Listening is the #1 communication skill for leadership, selling, customer... Read More
There are five techniques that have been proven to be... Read More
1. Hire people who have a service attitude. Some people... Read More
How often have you left a meeting with a customer... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
There are two kinds of customer service we all experience... Read More
Traditional marketing strategies encourage business owners to continually grow their... Read More
In this day of terrible customer service, it should come... Read More
Yesterday I went to buy a sandwich at a franchised... Read More
1. Stay in contact with customers on a regular basis.... Read More
We, as small business people, naturally dislike complaints from our... Read More
If you were a customer on the telephone with a... Read More
At 8.30 am a wealthy client (on his way to... Read More
A growing number of individuals are finding themselves called to... Read More
Oh, what has happened to the carbon-based organizational interface? Many... Read More
Customer service is an essential component of any business. Clearly,... Read More
Can we be too good to our customers?... Read More
I hate to sound like one of those cheesy get-rich-quick... Read More
Remember trading stamps? If you're over 40, chances are you... Read More
Businesses like to brag in their advertising about quality of... Read More
Two situations, two perfectly acceptable experiences, but in one case,... Read More
As someone who has been heavily involved facilitating strategic planning... Read More
There is a widely accepted principle of human behavior that... Read More
Those of us doing business over the internet have to... Read More
I returned a rental car at an airport yesterday. As... Read More
Who was it that said - "The customer is always... Read More
1. Don't get Hooked !!!When people behave towards you in... Read More
Historically, customer service was delivered over the phone or in... Read More
Do you have good customer service? Even for your free... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
Nobody likes to get complaints. They make you question your... Read More
Customer support is very important when you're running a business,... Read More
It's a salesperson's worst nightmare- the phone call that comes... Read More
On a recent airline flight I was an upset... Read More
Is your restaurant, bar or hotel clean? I mean really... Read More
"Thanking your customers" - Why you should do it and... Read More
As an entrepreneur, I'm always intrigued by small businesses, home-based... Read More
Customer Service |