Turn Complaints Into A Challenge

This may sound crazy to you, but I thoroughly enjoy turning a customers complaint or “concern” if you are more politically correct, into a challenge.

When I know that a customer for whatever reason isn’t satisfied with their service or the products that they have received, I use a little something called hospitality to deal with it.

The old adage “kill them with kindness” could not ring more true. Bells and whistles should ring with loud and reckless abandon here.

Hospitality is of paramount importance not only in keeping loyal customers loyal, but also turning a potential lost customer into a sustained customer. It is totally inexplicable to me how so many employees in stores; even managers have no clue how to go about handling a customer complaint. Its not rocket science folks.

A meteor isn’t going to fall from the heavens, smack you on your forehead and “bing” you got it. A little common sense, a lot of genuine sincerity, and some tact will go a long way in resolving the issue. First thing you need to do, even if it pains you to do so - is smile. I cannot stress this point enough. Listen to the customer.

Make sure you understand the concern and what the customer is feeling about the situation. Always give an apology for the wrong that was done. If you or your business did something to make a customer that upset, and apology is always in order. Explain to the customer honestly what you intend to do about the situation…and do what you have to do to make it right. Lastly, thank the customer - yes, I said thank the customer for bringing the problem to your attention.

It empowers the customer and gives them a sense of accomplishment and makes them feel as though they are important to you. Consider this, that every customer complaint may actually give you an opportunity to differentiate yourself from your competition. If handled effectively, complaints may actually increase customer and brand loyalty.

I like to look at it like this: Make it a goal for every single customer that walks through your door to have a better impression of your business when they leave…than they did when they came in. Handle that customer with care and with sincere professional courtesy and see what happens. Do that, and you will have loyal customers for life.

Next: Use those two little words "Thank you"

About the Author

Galen is CEO of the Direct Sales Company Shopping In The South. He has been directly involved with human relations and customer service work for over fifteen years. Possessing a wealth of knowledge in the areas of customer service and hospitality he truly enjoys working with people. To contact him to speak to your group or organization you can reach him at: galen@shoppinginthesouth.com or (803) 322-3162.