Resolving customer complaints is all about having a positive attitude and striving to turn a negative into a positive.
Let me share how I turned a single customer complaint around and tripled product sales in just 31 days.
I’ll also reveal the one thing you can do today to start turning criticism into extra profits for your business too…
Dealing with customer complaints is one of the most unpleasant parts of running any business.
After all, there’s nothing worse than:
- a phone call from an irate customer advising you let them down.
- logging onto your Facebook page only to see an angry public rant posted about your business, or
- trying to look professional whilst a furious client vents at the checkout.
It’s frustrating…it’s embarrassing…and it can make you feel miserable for the whole day.
But it doesn’t have to be.
After more than 25 years as a customer service expert, I firmly believe businesses shouldn’t view customer complaints as ‘bad’ or ‘negative’.
In fact, when responded to in the correct way, complaints are potentially little pots of gold which you can tap into and mine for hidden profits in your business.
Years ago, I owned a popular gourmet food deli in Canberra.
One day, I discovered a regular customer, Bob, huffing and puffing outside the cheese room. He looked agitated.
When I asked him if I could help, Bob complained that because we didn’t sell parmesan cheese pre-sliced, he always had to wait while it was cut and wrapped.
He felt this was a waste of his time – especially because our competitors sold pre-sliced.
I was mortified that a customer was unhappy with our service.
So, the next day, I started positioning baskets of pre-cut parmesan cheese around the store for people like Bob.
The response was jaw-dropping!
Within one month our sales of parmesan cheese had tripled!
Soon afterwards, we extended the pre-cut idea to two other hard cheeses and enjoyed a similar response.
Thanks to Bob’s complaint, our cheese sales multiplied!
So, as you can see, customer complaints can contain valuable insight.
That’s why instead of feeling annoyed or hurt when a customer complains, you should consider yourself lucky that a customer alerted you to a problem. Listen to what your customers have to say. Then, take action to immediately remedy the situation.
Similarly, if you get negative feedback on social media or review sites, respond to the complaint politely, and act on it..
Reassure the customer that you are taking steps to remedy the problem, and then follow through on your promise. (Hint: Customers who complain will become your biggest fans if they see evidence you’ve acted on their advice!)
You will be amazed at how doing this can almost instantly help increase your sales and profits.
If you would like further tips on this topic, then check out ‘Turning Complaints Into Profits’.
It’s a FREE Bonus Module you get when you purchase the ‘Essential Service Skills’ online learning program.
In this module, you will discover 6 simple steps to defuse angry customers before the situation blows out of control…as well as other tips and strategies to leverage customer complaints into long-term business growth opportunities.
Again, it’s yours FREE when you buy Essential Service Skills today…