How Customer Complaints Can Help Improve Your Business
You’ve heard the old adage that “the customer is always right”, and now, more than ever, customers are making their dissatisfaction known to businesses both online and offline. The good news is, not only is this an expected and “normal” part of business, it can actually be an invaluable method of improving and growing your business — IF you handle it right.
You see, customers these days are more empowered than ever. With countless review sites, social media and recommendations, they quickly learn who to do business with, and who to avoid. At the same time, not all customer complaints are valid and not all of them should be handled the same way. You could roll out the proverbial red carpet for someone and still have them complain, but most people are, by and large, complaining because of a perceived problem, and it’s up to you, the business owner, to make it right.
We Provide Excellent Customer Service
According to the Transforming Customer Service study, “84% of businesses believe that they provide excellent customer service” However “only 9% of customers think they ‘always’ receive excellent service.”
Why the disparity? Simply put, there’s opportunity in that complaint. Your customer wants a resolution and they’re open to talking to you to make it happen. This is a prime opportunity for you to get to know them better and how you can serve them in a way that meets or exceeds their expectations.
Communicating regularly with your customers also helps you spot inconsistencies in your content as well as in your support funnel. If something’s wrong, outdated or missing, they’ll let you know about it so that you can take steps to remedy the problem.
Turning a Complaining Customer into a Loyal Customer
It can seem like Mission Impossible: you’re faced with a customer who’s complaining about a severe lack of service or quality. Maybe they’ve shared a negative review on social media. You could either go on the defensive or — hear us out — reach out to them.
Ask how you can do better or what you can do to make it right, and actually listen to their response. Implement the steps they share with you or take steps to make them a part of your system. First and foremost, people want to be heard. But secondly, they want to know that their feedback is valued and that something to their satisfaction will come as a result of it. Let them know how that feedback has improved your business and make sure to see the complaint all the way through to resolution.
If you offer them a solution, they implement it and it works, they’ll be happy but — happy enough to let others know that you were able to help them? This could be the perfect opportunity for you to transform a negative into a positive in a way where you both can win. Ask them if they’d share their updated experience on social media so that others. Not only does it demonstrate that the company cares enough to help their customers but it also lends more credibility and confidence to your brand as a whole.
Create More Brand Ambassadors with High Quality Content
Great content and a commitment to customer satisfaction are the cornerstone of any brand, and Workdom is here to help you take that content to the next level. Through our strategic advertising, content creation and brand outreach services, we help businesses like yours grow and scale with the right information at the right time for the right customers. Reach out to us today and learn more about how we can help your business thrive!
Customer service, customer engagement, customer loyalty, brand ambassador, brand reputation