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:
"The customer's perception is your reality." — Kate Zabriskie
There could be many reasons why customers don't complain?
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?
"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.
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For specialist business growth strategies, contact Coach Sonja Shear.