When Customers Complain

You probably won’t be in business long before you get your first complaint. It can not help but happen: the lower customers pay nothing and expect the Earth, while the higher ones pay more but expect inhumane effort in return. You can't always make everyone happy, even if you try to shake - there will always be someone who is not happy about what you did. So what can you do about it? Do Not Have A Cup Or Dismiss. A customer complaint may seem foolish to you, or offensive - but that does not mean you can respond in the same way. You should take all customer complaints seriously, and always pretend it is 100% your fault that things did not satisfy you. Remember that all unhappy customers will share their knowledge with your potential customers (surveys vary, but some say they may tell as many as 20). Those potential customers will not hear your side of the story. Going the extra mile to keep unsuspecting customers happy is, above all, a protective way to prevent them from damaging your business. Do not be afraid of complaints: you should, instead, beg them continuously, so that they give you a chance to fix things before they tell anyone. Write a Letter of Apology. People will appreciate your efforts if you take the time to write them a letter of apology, and you say that you are sorry for the inconvenience and that you are taking time to tell them. That you can improve. For example: 'Dear Sir, It has come to my ears that you were not happy with the service you received from my company regarding the delivery of goods to your home. We have now contacted our delivery service and fixed the issue, although I understand that this arrived too late to avoid interrupting you. I would like to sincerely apologize to you for the bad experiences you have had in my company, and I hope this does not harm our chances of doing business together again in the future. ' Be sure to sign the letter yourself, with a pen. People hate to see characters with printed signatures. Give Partial Refund. The closing part of your letter should give you a refund of the amount you can afford - in this case, for example, when there is a delivery problem, you should offer a full refund of delivery costs, plus some extra. To close a complaint. This way, you can turn your dissatisfied customers into more satisfied ones. They will tell everyone they know that there was a little problem that was not your fault, and they probably complained very hard, but you handled it politely and sent them back. Letting people know that you are responding well to complaints is one of the best marketing strategies you can find. In addition, that well-meaning customer may be surprisingly back and forth to do business with you - although, of course, he will be very upset if things go wrong a second time. Make Another Complaint. Most of the time, when a customer complains about something, it is not your fault - it was some kind of problem with your supplier, or someone you trusted. Yes, the customer may not know this, but you do, and you need to do something about it. Write a letter of complaint to them, as follows: Dear Sir or Madam, Because your service is unavailable this week, I have received customer complaints attached. I hope you will understand that I am not very happy, and I am currently considering other providers.  With this letter, include a copy of every customer complaint you have received thanks to them. Your supplier will usually be long enough to keep you as a customer that they will provide you with some form of compensation package - which you can pass on to your customers, or use it to cover the reimbursement costs you have already provided.