We do not always regard customer complaints as an opportunity, but it is there.Maybe it's ever happened to you. You receive an email or a phone call from someone who is upset or not happy with your business. Many of us who do not care about the complaints, but, if you take a breath and take the time to think about it, sometimes they offer you a solid view on the business that you may not see. If you directly react with their complaints, regardless of the position of major concern to them, you will lose valuable insights and chances are you will lose customers.However, their businesses are tip of the horn, and you can not ignore it. Are they just really upset or angry for some reason, you must be prepared to respond. Take a breath and remember this well next time you're dealing with customers who are disappointed or dissatisfied.
1. They always identify potential problems
The number of customer complaints due to the failure to meet expectations. Can you say something, or you can not say. Can something you did or not. Or maybe you just confused customers. Whatever the case, the customer is not happy because they expect something from you but it does not happen, and from their perspective, should be corrected. If the cause of their dissatisfaction can be accepted, what happens? They help you see something you missed, and now you can keep it and make your business better. And this is a blessing. It is best to make sure to do the right thing by giving the customer what to expect (if reasonable). And this is a boon. The best thing is to make sure you do the right thing by giving your customers what to expect (if reasonable) and then do something else - to give additional gifts to customers and sincere gratitude that makes your attention. You will be amazed how this will change the client is not satisfied to be a loyal and happy clients.
2. Customers who complained represent customers who do not say anything
If you have a customer who complained about your business, you must assume that there are others who may also have the same issue, but did not tell you. This is a fact that can not be denied that many customers who do not want to say it. They usually choose to avoid confrontation, and they leave you and start doing business with one of your competitors. You want to avoid this. The best way to do it is to make sure you ask for feedback to customers on a regular basis. And then make adjustments and notify them.
3. Complaints are usually what is needed is an alarm your customers
It's one thing for you to get an idea of what your customers want, but better if they told you. Since most customer complaints due to non-fulfillment of their expectations, complaints are a good opportunity to assess how you meet the real needs of your customers. If more than one customer who makes the same suggestion or complaint, what happens? This could be a clue for you to see the issue more closely. You need to know if you want to improve sales message, product or service, or the way you provide service and support. Whatever it is, the bond is to improve your business because you are addressing the needs of your customers.
4. After they complain, they'll tell other people
It is important to remember that the way you handle a customer complaint is not the end of the matter! In fact, this is precisely near the beginning. Complaints are a great opportunity if you handle it intelligently. This is because if you listen to or respond to complaints by fixing what is wrong, and send your customers a gift or a thank you - they'll tell you what you experience at least to 10 people. This is known as advertisement by word of mouth - the most powerful form of advertising - and that's where your opportunities. And although it does not give you more customers, it may be - on various occasions, it will not hurt you. You must remember, the door is moving in two directions. If you fail to resolve the problem, they will tell MORE people! This can damage your online reputation - blow has to trust that you want to get from customers and prospects, which in this way, an online commodity that matters.
5. Your business customers is much more important than prospect
With all the emphasis made by online entrepreneurs in marketing, it is easy to see that this simple fact. Focus on marketing can be a disruption of investing more time and with your customers. If you treat customer complaints with respect, attention, and understanding - you can keep it until the end - especially if they believe what they are concerned about the value and immediately repaired. Do not forget, MUCH less expensive (both financially and in various ways) to keep existing customers than find new ones. Maybe you want to do a follow-up and tell the customer what action will you take related to their complaints or suggestions. And then be sure to follow up again and tell me what you have done. If they see a response from you, what are they thinking? They will see you appreciate their feedback - and for many customers - all that makes you different - even if you fail to fully resolve the issue. Remember ANY time you are likely to connect in a positive way by providing positive news is a great thing for your business, and put them in a better frame of mind to you - which means they will often remember you the next time they needed a solution that you can offer. Since you have communicated effectively that you responded to their needs.
6. Improve complaint eliminates the reason for not buying from you
If you invest time and energy to eliminate the cause of the failure to meet customer expectations, guess what have you done? You just remove the barriers that may prevent them buying from you. So, my motto is, I want to hear all these things when the customer is not happy! As more and more that I hear, the more action that I can show them that their desire is important to me. Working to eliminate the barriers they will make them see me as one of their problem solver - and make their best choice.
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