Drug testing

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here's why...

Marketing research shows that only 1 out 50 unhappy customers take the time to complain... to you. They are likely to let 11 of their friends in on the fact that they are unhappy, but don't feel comfortable letting you know. What happens to the 49 unhappy customers who don't complain? Besides griping to 11 friends and family members, they'll just change products or places of business.

Complaining Customers Are A Bonus

Let's forget about the fact that complaining customers aren't always polite or fun to deal with. What's really happening when they let you know that you didn't meet their expectations?

1. They are giving you the opportunity to fix the problem and keep them as customers.

2. Let you in on problems that may have turned 49 other customers away.

Encourage Complaints

Yeah, I know... I dread them too, but they are tools for growing your business. How easy is it for your customers to let you know they are dissatisfied with your product or service? Make it easy by...

1. Offering a toll-free complaint hotline.

2. Make customer satisfaction surveys available.

3. Send follow up postcards after the purchase.

4. Make a place on your Website for customer complaints.

The Unhappy Customer's Options

An unhappy customer can do one of four things:

1. Keep silent

2. File a lawsuit or report you to an government agency

3. Give you bad word-of-mouth advertising

4. Complain to you

Remember that your customers and clients know your businesses strengths and weaknesses much better than you do! They have first-hand experience to make their judgment from. When a customer takes the time to let you know what you need to improve you truly owe them a thank you! And don't forget... an unhappy customer that you turn into a happy customer becomes a loyal, life-long customer. Yeah, customer complaints pay off in the long run.

Copyright 2005 Cutts Group, llc

Who is Allyn Cutts, and why should you care? Allyn has spent over 24 years helping businesses like yours find new customers and increase sales to current customers. Allyn is a marketing and sales fanatic, providing measurable marketing solutions that drive huge results for small-to mid-size business clients. Allyn works personally with clients to design and deliver off-line and on-line direct marketing strategies that focus on metrics and measurable results. You can learn more about Allyn Cutts at http://www.AllynCutts.com and you can call 610.437.4106 between 10 AM and 4 PM Eastern Time Tuesdays and Thursdays.

limousine chicago service
In The News:

Post Office, Incredible Lady Postmaster

There are two Post Offices that I routinely visit. One... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

Is your Online Business Customer-Friendly?

Customer service is increasingly seen as one of the most... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

What Do Your Clients REALLY Think of You?

*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with... Read More

Is Your Food Establishment Clean?

Is your restaurant, bar or hotel clean? I mean really... Read More

Becoming A Solution To Your Customers Problems

Those of us in home based and small businesses are... Read More

Attitude of Service

When conducting a training session about customer service, I always... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

How To Keep Your Customers Coming Back -- Understanding Customer Retention

Why do some businesses offer points, stamps or every tenth... Read More

How to Deliver Exceptional Customer Service

Having been in business a number of years, I'm amazed... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Why Passenger Surveys are a Transport Operators Best Friend

Public transport operators who already use passenger surveys may not... Read More

4 Myths about Customer Value

The purpose of business is to create and retain a... Read More

Customer Loyalty

Loyal customers are the foundation of almost every business. Going... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Everyone talks in code!

How often have you left a meeting with a customer... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Accountability

The Call Center world is an intense pressure-driven environment continually... Read More

3 Special Benefits Every Customer Wants

Every customer looks for 3 special benefits when they do... Read More

A New Way To Handle Complaints, Or Is It?

What a lot of money we have been wasting on... Read More

RETAIL GREETERS: Sales Builders or Customer Turnoff?

Do you need greeters or should you avoid them? That... Read More

First Contact: The Source of Customer Loyalty

With customers being smarter, more cost conscious, more product knowledgeable... Read More

4 Easy Steps to Better Online Customer Support

Customer support is very important when you're running a business,... Read More

Are You A Coward? I Was

Over the last month, I have come to hate emails... Read More

led parking lot light induction wall packs Pete's produce ..