If They Complain, Answer

by admin on July 23, 2010

Whenever you have a complaint come in from a client, it means they are asking for help. It’s an opportunity to cement a relationship and enhance your customer relations.

The key is to take care of complaints as quickly, efficiently and ethically as possible. Don’t leave them unhappy. Remember that an unhappy customer will tell many many people not to do business with you.

If you have a customer that continually complains and is always wanting to cut prices here, get a little extra value there, and is a pain in the neck – give them their money back. Remove them from your database. We have, in many of the companies we’ve seen and been involved with, seen those companies build databases of people they will not do business with because they are always looking to get something for free.

If you give somebody their money back, there aren’t too many bad things they can say about you. If you don’t refund their money, they can say just about anything they want about it, whether true or not. If it’s a complaint that’s not going to be rectified at all, you definitely want to give the money back. You should think of that money being spent on stopping them from telling others bad things about you as money well spent.

The customers who are normally good customers or never say much one way or the other and something goes wrong, you correct it as quickly, efficiently and ethically as possible.

You can use the Complaint Response Letter included with this course.

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