Tip of the Month
May
Customer complaints are something that most new business owners hate to hear
about. You spend so much time trying to do things right and the last thing you
want to deal with is a customer complaint. A complaint should be looked at as
a good thing. A customer who is willing to complain is giving you valuable insight
into how your business is run. The customer could simply stay quiet and never
do business with you again. We tend to get caught up in the day to day operations
and sometimes don't see many of the mistakes that we make. The customer complaint
could possibly be a common problem that many other customers have experienced,
but have not told you about. Once you know that the problem exists, you can take
corrective actions to prevent other customers from experiencing the same problem.
A business owner can encourage customer feedback by doing the following:
- Call your customer after the transaction is complete for feedback
- Use satisfaction surveys
- Send thank you cards after a purchase and encourage feedback
- Set up a suggestions box
- Use mystery shoppers to grade your performance
Not all of the suggestions above can be used with all businesses but a few
can be tailored to meet your needs. Just remember the next time you have an angry
customer, it is an opportunity for you to improve your business.
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