Problems arise in every business. How they are handled determines how well the business will do with loyal clients and new clients as well. After all, if customer service is lousy and complaints are ignored, customers will find another business to deal with.
No business wants to be known as a business that ignores customer complaints. The best businesses will not only listen to the complaints. They will implement ideas and strategies to fix the complaints and limit future complaints.
White Shark Media has experienced their fair share of complaints from dissatisfied customers. Complaints ranged from not being able to get in touch with a contact person to being given a contact person that did not know them or their business. It was a frustrating situation for the customers.
White Shark Media knew that to keep customers satisfied, they must be heard and problems must be fixed. By assigning each client a contact person with knowledge of their needs they were able to cut down on the number of dissatisfied customers. They also implemented a monthly meeting so that clients could review problems or questions with their contact person.
By fixing the communication problems, White Shark Media was able to keep loyal customers happy. When customers are satisfied they tell others. Word of mouth is a powerful way to build a business…or to sink one. By making sure the people were happy, White Shark Media actually built their business.
Complaints are hard for a business. Sometimes they are very frustrating. Everyone wants to be patted on the back and told that they did a good job. There are some simple steps every business can use to make sure they get fewer complaints.
The first step is to listen carefully to your customers. Even if the problem can’t be easily fixed, being aware of it will help. You can assure your clients that you are working on a solution.
Next, try to solve the problem. If a customer is complaining about call back times- fix it. Make it a priority to return calls. If they are unhappy with the contact person, find someone else that can answer their questions.
Lastly, get feedback. Ask if the problem was solved to their satisfaction. Feedback will allow you to see what you did right and where you could improve. With these easy steps you will get fewer complaints and happier clients.