Give Your Customers The Right To Vote

Have you ever wondered if your customers would vote your business as number one if given a chance? Nine times out of ten, dissatisfied consumers steer clear of the offending business. They say nothing and simply walk away. This means you do not know who your dissatisfied clients are. 

Here are some eye-opening figures to consider:

• 96% of dissatisfied customers don't complain – they just don't come back.

• That leaves 4% who do complain. 

• 95% of these customers who complain, will do business with the establishment again if their problem is solved quickly.

• 54% to 70% will do business again if the problem is just solved.

• It costs up to 20 times more to get a new customer than it does to keep a current one.

"The customer's perception is your reality." — Kate Zabriskie

 There could be many reasons why customers don't complain?

• It's a hassle and not worth the energy or stress.

• The customers don't think it will make any difference.

• The customers don't want to make a scene.

• The customers are in a hurry and don't want to waste their time.

• Many customers don't want to get an employee into trouble.

• It is easier to go somewhere else.

• They think the employees are too incompetent to handle the complaint.

It may feel counter-intuitive to urge customers to complain. Yet even the top organisations don't get everything right all of the time. There is so much to be learned and gained from the insights obtained through customer feedback.

"Your most unhappy customers are your greatest source of learning." -Bill Gates.

Your customers offer a wealth of solutions – from better service ideas, to design tweaks, to a more streamlined workflow. All that is needed is a change of mindset.  Your customer's feedback can be an effective way to help grow your business.

Here are some positive ways for your staff to look at customer complaints:
Welcome complaints and start viewing them as events that should be encouraged rather than avoided at all costs.
See complaints as opportunities to build trust and loyalty.
View complaints as an opportunity to solve small problems before they become a big crisis.

Considering how valuable customer complaints are, it is a no-brainer then to make it easy to complain. How do you encourage customer complaints?

• Listen out for uncertainty in a customer's voice.

• When you see a customer who looks like they are dissatisfied, offer assistance ask them if all is ok with your service.

• Thank customers for bringing problems to your attention.

• Follow up with your customers to ensure that their needs are satisfied.

• Place a suggestion box or SMS hotline in a visible place for customers to use.

"Ask your customers to be part of the solution, and don't view them as part of the problem." — Alan Weiss.

If you are nervous about asking your customers to rate your business or give you a vote of approval. Then you need to go back to the drawing board.

Up for the challenge? Let me know how you and your team have successfully changed your view of complaints – especially if you have a "happy ending" to share.

Thanks for reading. Please feel free to like, comment, share, tweet, retweet, pin, quote, or email this article. 

For specialist business growth strategies, contact Coach Sonja Shear.