Business consumer complaints are a very important thing, and what is more important is how to filter and solve the complaints…
In this article we will talk about:
what is a complaint and how it affects a business?
How to fix complaints?
How to filter complaints to avoid getting the same complaints
The opportunity of fixing a complaint fast
if you are a brand or business owner
you probably had a list of complaints
What is a complaint:
a complaint is something that happened to a customer which was unsatisfying
It surely did lead to a bad experience to a customer which can also make them spread the experience among friends and family
Can be a big thing or small thing it doesn’t matter, what matters is
Spreading the word
when something bad happens to someone they will go spread the word and talk about how they felt
So this can affect any business
spreading words can make businesses run out specially at times we are living at with social media and all the easy tools existing to spread the word faster than lightening
How to fix business consumer complaints?
Fixing a complaint should be fast
It means if you get a complaint from a client against your business
Same day you should be fixing it
Step one :
Listen to the customer
step two
understand what they want and how they feel
step three
fix it
How to fix complaints?
walk that extra mile for your customer to fix their issue
customers are not always right but they need to understand
Either they bought the wrong product or there is some
how to filter complaints?
whenever you have a complaint save it in an excel sheet
I do this annually
fields should be:
Date Complaint received Also date the complaint is solved to know the average time of every issue and to figure out how to speed up fixing it
Name
Client phone number to call after the issue is solved
The complaint in brief what was it or was it against someone working for our company
Filtering the complaint will be
how many times the complaint was against the product itself
how many times complaints was against our customer service(man power)
was all complaints related or what was the most related
and by now you did your analysis
then do a filter and check the issue
is it the product
or is it the man power
if its the product itslef then now you know what you need to do
is it the man power or your policies
change them in a way that will be satisfyingly for the client and satisfyingly to your business
after filtering the complaints and changing process, employees , products features
what happens when you fix the complaints
Fixing complaints
It means you are seeking perfection
The faster you fix, the more it will turn into your favor
You also need to call customers after every issue that is solved, even if, it was a comment about something they don’t like in your product or service
Your clients would really appreciate you listened to them
listening to your clients makes you always do the right thing
Having less complaints means more revenues
Spreading the word that you listened to your clients means you will gain trust
Client’s trust are the best to add value to your brand (word of mouth marketing)
Tell us in the comments what techniques you use to filter your complaints
Tell us a story about you and a client that you went the extra mile for maybe people will learn a thing or two from you