Can Customer Complaints A Gift In Disguise

By Mariah Buck

We all know ´that customers complain܂ I can sometimes have a hard ´time not ´taking a customer´s complaints personally܂ You may have ´the same problem ´too܂ It is hard when you are ´the owner and creator of all ´things within your company‚ and someone has a problem with something you have ´thought up or put into practice in your business܂

However‚ if you can change your ´thinking a bit‚ you may be able ´to see that a complaint is not so bad܂ There is a wonderful book that is a must read for every business owner܂ It is called ˜A Complaint is a Gift˜ by Janelle Barlow & Claus Moller܂ The book challenges its readers not ´to shy away from a customer´s complaint or criticism‚ but ´to ´think of it as a gift ´that ´they are giving you܂

The book ´tells us that if we are ´to be successful in customer service‚ ´then you must encourage complaints܂ They ´tell us not ´to shy away from ´them܂ Ask your customers ´to bring ´them on܂܂ Even ´think of ´them as a gift from a friend or family member ´that you CANT WAIT ´to open!

When a customer ´takes ´the ´time to ´tell you how ´they were ´treated in your store or about their experience‚ you need ´to ´take notice and listen! With the economy being as ´tough as it is‚ you can ´take ´these opportunities ´to let your customers know ´that ´they are important by listening ´to ´their complaints‚ validating ´their feelings‚ and dealing with ´the problem‚ if possible܂ If you handle ´this correctly‚ ´then you can change a bad experience to a good one and ensure ´that your customers don´t ´take their business ´to ˜the other guys܂˜

It appears like ´there are not many businesses ´that care about customer service܂ As a consumer‚ I have certainly noticed a shift in this area܂ I have noticed ´that ´there can sometimes be an air of uncaring and rudeness among staff of certain stores and industries܂ As a consumer I have noticed‚ and I know others have ´too܂ We have even started ´to accept ´that ´that is ´the way it is܂ You don´t have ´to be ´that company܂ You can be different܂

You can make ´the decision ´to welcome feedback‚ complaints and criticism܂ When ´telling customers that I want ´to hear from ´them‚ I usually invite ˜complaints‚ compliments or criticism܂˜ This allows people ´to ´tell you what you are doing right ´too܂ All you need ´to do is ´to ´tweak you ´thinking a bit and you will stand out from ´the lazy and uncaring businesses and rise up ´to be ´the #1 choice in your industry܂

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