When starting your own business, nothing can prepare you for the moment you receive your first complaint. Receiving negative comments about your company and the service you provide can make you feel dejected. However, how you deal with such complaints will make or break your business. Read on for some top tips to help you get started.
- Attitude is everything – Problems and complaints represent an opportunity to build trust. Remember that the consumer is a human first and foremost; so think about how you would feel if you were experiencing the same problem as they are. It’s important to stay calm and have an open mind. You should never act defensively when dealing with a complaint.
- Make the complaint procedure easy for your customers – A lot of new business owners make the complaint procedure difficult because they don’t want to hear negative comments about their company. However, it’s in your best interest to make the complaints procedure easy like the Peninsula business complaints procedure is. Customers have clear information, which is easily accessible, regarding how to make a complaint. This shows that you are dedicated to providing an exceptional service to your customers and that you want to fix any problems they may be experiencing.
- Do not challenge their complaint – When starting a new business, it’s natural that you’re going to be protective of it. This does not mean that you should challenge complaints, though. You are going to want to tell the customer that they are wrong, but this is going to do nothing to diffuse the situation. In fact, you’re only going to make the customer more annoyed.
- Verify the resolution – Once a resolution has been determined, it is important to verify it by providing some form of confirmation about what is going to happen going forward.
- Identify who you are talking to – You need to decipher the type of customer you are talking to. There are a number of notable personas that will make their way to your inbox. This includes the customer that is never happy and is not looking for a satisfactory response, the chronic complainer, the customer who pays well and demands premium support for it, the aggressive customer, and the meek customer who does not want to be a burden. You need to adapt your approach depending on the type of customer you are dealing with.
- Record and organize meaningful complaints – It is important to have a record of your complaints so you know whether a customer is making the same sort of complaint again and again. Not only can this alert you to customers that consistently complain, but you can find patterns to improve your current service too. Perhaps there is an issue that always crops up?
- Be flexible – Finally, it’s important to be flexible. If there is no resolution available to make your customer happy, then consider how else you can help them. Perhaps you could give them a voucher or something else that can be seen as a peace offering so to speak?
*This is a contributed post