View Complaints as Motivators for Change

Let’s be upfront about mistakes – we all make them!

When running a business we put systems in place to try and avoid them, but no business is perfect.

Your mistakes can often result in customer complaints. In fact, you’ll get complaints even when you didn’t make a mistake. That’s the nature of being in business – you can’t please everyone all of the time.

The important thing is how you deal with those complaints. If you hide them under the carpet and pretend not to hear, you’re going to annoy your customers. And annoyed customers go out of their way to tell others about your poor service.

Instead, front up to complaints and do something about them. Customers are generally reasonable if they see something is being done at the highest level. 

Positive for Business

Try to always view complaints as positive feedback for the business. Every complaint could potentially change the way something is done for the better. It’s good to keep the business on its toes and be open to change.

A complaint procedure system would look something like this and could be adapted as appropriate:

§  Complaint form – staff would offer the form to any customer who wants to make a complaint

§  Receipt letter - customer receives this within 48 hours of making the complaint, advising the matter is being investigated and that results will be reported back by a certain date

§  Investigation - a staff member not involved in the original dispute investigates the situation to work out what happened, and makes a recommendation to move forward

§  Report letter - customer receives this from the owner or managing director, explaining the situation and advising what the business intends to do about it

§  Follow-up phone call - a call from the managing director would show the business is really taking the complaint seriously

By taking responsibility for your mistakes, you’re showing the world you are doing something about them. This way you earn a lot more respect from your customers.
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