Greetings!
Complaints in business are a fact of life. But when one customer calls to complain does it throw your business into a tailspin?
It shouldn't.
But yet, I cannot tell you how many clients through the years will call in a panic when they've heard from one person with a chip on their shoulder.
When one person says, "I don't like your logo," or "Your website design is terrible," or "I didn't like your approach in an article," or "
insert an issue relevant to your business
," what do you do?
The right thing to do is to take a few minutes and determine if the complaint has legs.
Ask yourself this:
- Are we working from a strategic plan that informs our actions?
- Do we have market research backing our designs or content direction?
- Have we run everything through internal channels to determine effectiveness?
- Have we done A/B testing, or surveyed people to determine efficacy?
- Are we working with professionals who are using the latest skills or technology?
If you conduct a similar assessment, you may find that
you can thank the person
for their feedback, perhaps log it, and then move on.
If you find that a number of people are coming forward with the same concern, then yes, your assessment may look different and may require different actions.
Complaints, and concerns should be taken seriously before they become a
BIG PR problem
.
A suggestion:
Learn to recognize and react appropriately to complaints from customers.
Yours in clarity,
