The title of this blog is absurd … surely, right? If that’s what you’re thinking, then you would be wrong. Customer complaints aren’t entirely all that negative. Whilst it isn’t ideal to get a lot of complaints, the ones you do get can help you really fix a big problem in your business. It is inevitable that a company will receive a complaint at some point in time – you can’t please everyone. But it is the way you deal with these complaints, that can turn it into a positive.
At Media Sound, we take customer feedback very seriously. Our customers are our business and we want to make sure they get the best experience and best audio production without fault. Here’s how we suggest you can handle negative feedback from customers.
Listen to your Customers
Many businesses don’t want to acknowledge they are wrong, and sometimes they won’t be. If you have a disgruntled customer, make sure you take the time to listen to what they have to say. Show them that they are worth investing your time to try and fix the problem.
Fix the Situation
After you have established what the problem is, try and fix the situation. Even unrealistic complaints can easily be fixed, even if it isn’t the exact outcome they are looking for. Offer a replacement to the product, a discount on their next visit or even a gift voucher.
Fix the Problem in your Organisation
If you have a recurring complaint about a specific product, service or staff member, then maybe it is time to address the situation and look at changing the way your business operates. Maybe you need to ask an employee to lift their game, find a new supplier or change the way you conduct your operations. Businesses need to constantly evolve – by addressing your customers’ feedback, your business will be able to change for the better, and will be more competent in serving their needs.
Obviously if your company is inundated with customer complaints, then your really need to take action very quickly; but a customer complaint here or there will help you identify problems with your business, and give you the opportunity to fix them and really enhance your businesses operations and the experience you give your customers.