Business Complaints, Are You Ready?

as a business owner, you may have one specific goal that remains consistent week after week on your checklist.  Is increasing your customer base by a certain percentage, one of them?  An increase in the customer base can be critical to the growth of the business and tends to be the trigger to an increase in revenue sales.  not only that, the increase could aslo mean the current marketing techniques and strategies being performed are finally starting to pay off.
 
However, as the customer list continues to increase along with the projected growth how will the process for managing customers’ change?  Think about it, you will no longer have the additional time for hands on managing with email responses, providing personal feedback to every single customer regarding your product or service questions and business complaints. 
 
Yes, I said complaints -- it's a topic that must be addressed when in business for yourself.  company complaints is not a topic many business owners may want to talk or think about but it does come with becoming a business owner.

If your business has not reached this stage of customer experiences – it’s important to be prepared.  There are a lot of things customers can complain about, communication breakdowns, delays in product deliveries and staff just to name a few. 

​We never want these matters to escalate as business owners therefore, here are three tips to support you with responding to customer complaints.
 
1.  Acknowledge:  Many customers want business to acknowledge their needs especially if they feel it was not meet with the service provided or product received.  Take the first step in listening to them and diffusing their emotions.
 
2.  Keep communication positive:  If diffusing a matter face to face with customers your facial expressions can sometimes not agree with the words being spoken.  Remain aware and ensure communication is positive.   
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3.  Provide a solution:  An upset customer is not interested in what you can’t do for them.  It will be important to remain focused on what started the matter and how you (as a business representative) can resolve it and put it past you.

these tips for resolving CUSTOMER complaints are just examples of how business owners may start to improve their internal communications.

Fontenot & Associates Solutions LLC, supports business owners in all phases of their business.  Below is a complaint procedure outline sample:   

It's just that simple.  

​anyone in business understands the importance of loyal customers thus a system or process to respond is more than APPROPRIATE regardless the size of the business.  

​Let us know when your ready to take action and protect your business.