Running your business means you have to deal with customers. They can give you positive feedback or complaints. Most business owners often deal with customer’s complaints negatively. However, customer complaints need to be dealt with positively instead. Business leaders must know how to deal with customer complaints and channel them into positive lights for business growth. Customer complaints are not always give negative image to your business. You can turn them into positive power and a drive to motivate your own business.
Dealing with customer complaints
Your business, no matter what stage it is in currently, may receive criticism especially from dear customers. However, it can be dealt positively. You can in fact channel each one of complaint into actionable activity and approach to drive your business growth. Then, you can change them into positive customer experience instead. In the end, it will bring positive light to your business. Here are what you can do to deal with customer complaints with positive lights:
Always track your customer feedback in your business platform and monitoring them. Then, try to understand what they complained about whether it is your product or service. Try to categorize their complaints into different category such as feature or improvement. This will make it easier for you to decide which one to prioritize. Always listen to each one of your customer complaint, respond immediately, and take the right action.
Make sure that your customers know that they are heard and that their complaints are being resolved. If it is something that you cannot solve immediately due to technical issue or something, then, make sure that your customer are also aware of that. However, inform when you will get back to them so they know what to expect. Letting your customer hanging is definitely not a good idea. However, don’t promise your customers immediate solution if it is something that hard to fulfill in reality.
Your customers complaints can be used as positive improvement. With many customers complaints about the same thing for example, it may indicate that you have formed bad habits that affect them negatively. Feedback even in a form of complaint can be used to identify the real issue your business is facing. Thus, do not be afraid of customer complaints because they bring benefits for your business growth and development.
You can improve your marketing strategy and operations through customer complaints. Use them as opportunities to make positive improvements for your business. Through negative feedback, you know where your business is lacking so you can look for something to move forward.
Customers sending negative feedback should be seen as care and attention. If they don’t care, they won’t even bother sending you complaints. You can also use your customer complaints as indicator of what might have other customers are experiencing. This can be used as a chance for you to show them that you care. You can improve your system and operations so all your customers both the existing and future ones have a better experience.