Feedback is a popular word nowadays. A lot of people and companies say they want a feedback about their products of services. But by the end of the day, only a few are really prepared to listen to the complaints addressed to them.
Maybe is human nature, maybe it’s just the culture. But no one likes to be criticized. The problem is when they take it personally instead of trying to learn something about it. For example, when a business receives complaints or negative feedback it is a good opportunity to review the processes and actually improve.
Complaints usually come from costumers trying to tell how to get better and what would bring them back to your business in the future. Instead of losing hair and being upset it’s time to get all this information and turn it into something good. Instead of looking at the complainers as angry and annoying individuals, try to listen carefully to what they have to say. If you want to succeed at any business, it’s imperative to know not only the good feedbacks, but also the bad ones.
Of course it’s amazing when costumers say positive things about you. It is that good feeling that your services or products are making everyone satisfied and you are making it right. However, how you are going to improve if you only listening to things people like about the company? What’s the point in getting better if you are doing it right? Well, nobody does it right all the time. After recognizing the great value complaints can add to your business. The good feedback reinforces the positive things you need to keep doing, but the negatives are more valuable because they will help you to develop. It is a great opportunity!
It’s is difficult to compete with larger companies, when talking about reach and pricing. So, a small business should keep track more than ever about what the clients are saying. It is a must to know and understand what makes the costumers loyal. Listening to then, through a well trained costumer service distinguish your business from the others and creates a great relation with your clients, who will also indicate your services or products to their friends.
So, how to react?
After getting a negative comment or feedback, ensure to apologize to the customer as soon as possible. Then, if the complaints come through internet, try to turn the conversation in to a private way. For example, ask the phone number of the costumer or the email. When you understand the concerns of the client, if it was a problem offer the suggestions for making it right. But don’t offer too much or more than you can afford. First because not so honest person might complain even if they believe nothing was wrong or, second, you need to make sure the costumer is satisfied and that you do something is in your power to correct it.