Complaints Are Actually A Good Thing!

Home
>
Customer Service
>
Complaints Are Actually A Good Thing!

Complaints Are Actually A Good Thing!

Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing?

Really! I'm not kidding. Complaints are one of the best forms of research you can perform. Complaints are also one of the best sources for new product/service ideas. How so? Most people who complain are upset. When people get upset, they are more likely to speak their minds. Most people who complain also like to tell you exactly what you've done wrong AND tell you how they would do it better. While your customers' attitudes may not be something to look forward to, their hidden suggestions are!

Let's look at this complaint:

"I can't believe you are sending these huge files through email! How ridiculous can a person be!? That clogs up the emails of those of us who are on dial-up for at least 20 minutes. I don't have time for this. You know, if you had a brain in your head, you'd know about XYZ.com. They burn CDs for about $0.30 each and will ship them to your customers for about $1.00 each. Anybody can afford that price. I've deleted your email. When you decide to operate like a real business and send me a CD, I'll look at it."

Yes? it's a harsh email. But most people who complain don't have very good manners, now do they? But take away the emotion. Take away the temper. Take away the insults, and what do you have left? A VERY good resource for CDs!

This person has just given you a resource that can:

(a) solve your problem with huge downloads

(b) be a new product to sell (CDs instead of downloadable files)

All for free!

How about the complaints that say, "You know, you really ought to?" Well? Maybe you really ought to. Have you thought about the customer's suggestion? Yes, it was probably hidden beneath a pile of profane words and threats? but look deeper. In all honesty, is this unruly customer doing you a favor?

It happens more often than you might think. People, in general, have a bad habit of trying to show those they are upset with how big and bad they are. More times than not, you'll get great ideas buried inside a wrapper of rudeness.

The next time you get a complaint, unwrap the package, and you just might find that the complaint is a blessing in disguise. If you remove the ugliness from the message, you could very well have some terrific ideas for improving or expanding your business!

About The Author

Diane C. Hughes * ProBizTips.com

FREE Report: Amazingly Simple (Yet Super Powerful) Ways To Skyrocket Your Sales And Build Your Business Into A Tower of Profits! ==>> http://madmarketer.com/diane

In The News:

APAC Customer Services Expands in Panama
MarketWatch (press release)
BANNOCKBURN, IL, May 23, 2012 (MARKETWIRE via COMTEX) -- APAC Customer Services, Inc. (APAC) announced the opening of a new, state of the art contact center in Panama. The new site commenced operations on May 17th. The opening included a gala event and ...

Bottomline Technologies Named 2012 Quality Service Provider of the Year
MarketWatch (press release)
The Awards, sponsored by the Institute of Customer Service, highlight and reward organizations and individuals that have implemented successful customer service strategies. The participants in this prestigious event include many of the largest ...

and more »

Moneycontrol.com
Vodafone Wants to Replicate Amazon's Customer Service Success
Wall Street Journal (blog)
“Vodafone wants to be the Amazon of telecos,” not in terms of selling but rather top-class customer service, Mr. Colao told reporters at a lunchtime briefing. The UK-based company plans to refit 75% of its 2200 stores around the world by 2015 to give ...
Vodafone CEO details 'Supermobile' strategy to mimic AmazonFierceWireless

all 58 news articles »

Augusta T-Mobile customer service center not affected by restructuring
The Augusta Chronicle
By Gracie Shepherd T-Mobile announced a corporate restructuring plan this week that will result in 350 net job reduction, but it will not effect the Augusta customer service center. Approximately 900 positions are being eliminated as a result of these ...
T-Mobile in Springfield holding hiring eventKSPR

all 2 news articles »

Is Your Customer Service Multichannel?
Huffington Post
The Challenge: Just as businesses must provide customers with a wide variety of marketing channels to choose from, they must allow a choice of multiple service channels. As we've discussed previously, multichannel marketing enables delivery of messages ...

and more »

Rio Bank Enhances Customer Service and Teller Efficiency with Self-Service ...
MarketWatch (press release)
The Cummins Allison self-service coin counter has helped Rio Bank differentiate themselves from other banks in their market, deliver personalized customer service and streamline teller efficiency. Prior to the coin counter, tellers used a mostly manual ...

and more »

Customer Service Rep
WEAU-TV 13
The cost per job listing is a mere fraction of similar services, while reaching a substantial local audience. To list a job, please click the "Post a Job" icon. All job listings will remain on the Job Board for 30 days. WEAU 13 News will archive all ...

and more »

Coveo Survey of Customer Care Executives Finds Customers, Executives and ...
MarketWatch (press release)
In the survey of more than 120 customer service and support executives conducted April 17 at the 2012 Customer Care Leadership Forum in New York, only 15 percent reported that their customers, if asked, would say that they could get to information they ...
Companies Lack Contextual Customer Data1to1 Media (blog)

all 3 news articles »

SciQuest Names Customer Service and Operations Management Leader Teresa B ...
MarketWatch (press release)
Jamison brings more than 23 years of experience and proven success in customer service and training and operations management at leading healthcare IT organizations to SciQuest. As vice president of customer operations, she will lead SciQuest's ...

and more »

Marketron Focuses on Customer With Company Realignment
Sacramento Bee
By Marketron HAILEY, Idaho, May 23, 2012 -- /PRNewswire/ -- Marketron, the leading provider of software solutions and services for the media industry, today announced a reorganization of its leadership team to better serve and support its customers and ...
Marketron reorganizes senior-level management into sales and client serviceRadio-Info.com

all 16 news articles »

Google News