Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing?
Really! I'm not kidding. Complaints are one of the best forms of research you can perform. Complaints are also one of the best sources for new product/service ideas. How so? Most people who complain are upset. When people get upset, they are more likely to speak their minds. Most people who complain also like to tell you exactly what you've done wrong AND tell you how they would do it better. While your customers' attitudes may not be something to look forward to, their hidden suggestions are!
Let's look at this complaint:
"I can't believe you are sending these huge files through email! How ridiculous can a person be!? That clogs up the emails of those of us who are on dial-up for at least 20 minutes. I don't have time for this. You know, if you had a brain in your head, you'd know about XYZ.com. They burn CDs for about $0.30 each and will ship them to your customers for about $1.00 each. Anybody can afford that price. I've deleted your email. When you decide to operate like a real business and send me a CD, I'll look at it."
Yes? it's a harsh email. But most people who complain don't have very good manners, now do they? But take away the emotion. Take away the temper. Take away the insults, and what do you have left? A VERY good resource for CDs!
This person has just given you a resource that can:
(a) solve your problem with huge downloads
(b) be a new product to sell (CDs instead of downloadable files)
(c) offer you a solution that can benefit you and your customers
All for free!
How about the complaints that say, "You know, you really ought to?" Well? Maybe you really ought to. Have you thought about the customer's suggestion? Yes, it was probably hidden beneath a pile of profane words and threats? but look deeper. In all honesty, is this unruly customer doing you a favor?
It happens more often than you might think. People, in general, have a bad habit of trying to show those they are upset with how big and bad they are. More times than not, you'll get great ideas buried inside a wrapper of rudeness.
The next time you get a complaint, unwrap the package, and you just might find that the complaint is a blessing in disguise. If you remove the ugliness from the message, you could very well have some terrific ideas for improving or expanding your business!
Copyright 2004 Diane Hughes
About The Author
Diane C. Hughes * ProBizTips.com
FREE Report: Amazingly Simple (Yet Super Powerful) Ways To Skyrocket Your Sales And Build Your Business Into A Tower of Profits! ==>> http://madmarketer.com/diane
What is one of the greatest ways to add value... Read More
Want to know the secret for keeping your clients forever?... Read More
In a mobile detail or mobile car wash business you... Read More
Dr. Michael LeBoeuf, in his cassette album entitled, Win... Read More
It all started a couple of weeks ago when a... Read More
In my day to day practice in strategic human resource... Read More
Whether in a restaurant, a retail establishment, or the local... Read More
What kind of image do you present when marketing your... Read More
"Hi this is Randy. Leave me a message after the... Read More
Over promising is a problem only when you under deliver.... Read More
Your opportunity to build a stellar client relationship starts with... Read More
Whether you are a seasoned small business professional, or you... Read More
Customer service is everything to a business. Just look at... Read More
Looking For Ways to Improve Sales and Customer Relationships?Find Out... Read More
Today, there are situations when we actually add a "middle... Read More
Some time ago a major UK food retailer decided to... Read More
Newsletters can be wonderful tools for communicating with your customers... Read More
The world of customer service is rapidly changing. Thirty years... Read More
Running a business is about providing goods and services to... Read More
Have you ever walked into a store and things looked... Read More
The call center represents your first line of communication with... Read More
You know how it is, you believe something for so... Read More
What I am about to tell you may seem very... Read More
Unless you are brand new to business, or have been... Read More
The salesman's job is to be well informed; extremely well... Read More
Who was it that said - "The customer is always... Read More
I got it into my head sometime in December 2004... Read More
You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More
What do you do when your client gets mad at... Read More
Some businesses have slow paying customers or past due balances... Read More
You have no doubt heard the saying that the customer... Read More
Are you concerned about customer loyalty? Are your customers so... Read More
What customers really want can be divided into two areas.Firstly... Read More
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any... Read More
Customer Service is a critical factor for keeping your clients... Read More
According to a Forum Corporation survey of commercial customers lost... Read More
No matter how hard you try, in business you simply... Read More
As I waited for an answer to my VCR inquiry... Read More
You know how it is, you believe something for so... Read More
You probably realise how the wrong tone of voice and... Read More
Listening to complaints, whether they're reasonable or not, is a... Read More
Background The company was experiencing an increase in the number... Read More
There is a widely accepted principle of human behavior that... Read More
We'll be examining what makes follow up to prospects/customers so... Read More
'A 5 percent increase in customer retention increases profits by... Read More
It's possible that in the course of your business dealings,... Read More
The relationship between customer satisfaction and success of a service... Read More
Corporations in every sector are spending more than ever before... Read More
What have you done for your existing customers lately? Probably... Read More
Customer service is an integral part of our job and... Read More
If you're a pet owner, you know the stress of... Read More
Last night I was at my computer and a Skype... Read More
The future of customer service is here. Technology has made... Read More
Nobody likes to get complaints. They make you question your... Read More
Every business owner should have a picture of his or... Read More
The best way to explain this concept is to tell... Read More
In a mobile detail or mobile car wash business you... Read More
Good service is easy to spot and hard-to-find. Mediocre service... Read More
1. Stay in contact with customers on a regular basis.... Read More
If you are up to your ears in a stressful... Read More
Over promising is a problem only when you under deliver.... Read More
The following are common mistakes that Sales Managers and Owners... Read More
Customer Relationship Management (CRM) is one of those magnificent concepts... Read More
A couple of years ago I had a call from... Read More
You try to make your customers happy. You sincerely WANT... Read More
When conducting a training session about customer service, I always... Read More
Customer Service |