How a Strong Business Person Should Tackle Complaints

Saturday, December 31st, 2016

As much as you may dread receiving complaints, it is inevitable as your business grows, and how you choose to handle complaints can make or break your customer service model. There’s no perfect way to handle complaints or tricky customers, but in this blog we offer a few tips to holding your nerve, believing in your business and dealing with things head on…

trouble signs

If you receive a complaint about the cost of your product or service be confident about your business and equip your staff with the same confidence. Acknowledge that your service/product is indeed more expensive, but then outline reasons why your product/service warrants the price tag. People are logical; agreeing with their complaint rather than battling it is a crucial first step. It’s important to show belief in your business, not to be defensive or argumentative, simply factual. Being apologetic is important, “sorry” is a powerful tool in your arsenal but be apologetic for your customers concerns but not for the cost of your products. Pre written scripts will empower your staff to deal with complaints for your business, but ensure that their communication is human to human and delivered naturally, nobody likes to feel that they aren’t being listened to and just given the same spiel as everyone else!

Make sure you respond promptly to any complaints. Whether it’s due to being busy or deliberately avoiding responding as you’re not sure how to tackle the issue, be sure to tackle it head on. Delay will only exacerbate the dissatisfaction of your customer. A prompt response shows that you’re reachable and always offering good customer service, no matter the issue.

The personal approach can be very powerful. As much as you may train and trust your team, however many scripts you put in place to deal with each and every conceivable complaint, sometimes a call from you the business owner after an issue has been resolved can be extremely powerful. It shows that the customer’s complaint was taken seriously, that it was not just dealt with and forgotten about, but escalated because each customer matters. Taking the time to call a customer, to acknowledge their complaint, to check that they’re truly happy with the way it was resolved, and to learn more about their issue may prove extremely useful to the growth and improvement of your business.

A strong business owner should know when to walk away. Some people cannot be helped. Some customers will sadly adsorb far too much of your time and the time of your staff, and it far out ways their value to your business. Knowing when to advise a complaining customer to use a competitor and take their business elsewhere is a brave but empowering move. You’re better off directing your time and energy into finding a new customer than pandering to a customer that is hell-bent on not seeking a resolution.

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