Turn Complaints into Opportunities
By: A Staff Writer
Updated on: Sep 02, 2024
Turn Complaints into Opportunities
Most unhappy customers never tell you, they just leave. A complaint is a GIFT to improve your business, if handled well.
We get defensive or go into “fix it” mode too fast, missing the chance to truly understand the issue.
- Separate the emotion from the problem: Their anger isn’t personal (usually), focus on the practical solution.
- Thank them for the feedback: Sincerely, even if they were rude. This disarms them and reframes the situation.
- “Tell me more…”: Get to the root of the problem, there may be a bigger fix that prevents similar issues in the future.
- Go above and beyond to fix it: Not just the bare minimum, show them you genuinely care about their experience.
- Follow up later: Ensure the solution worked, and that they’re truly satisfied, this turns skeptics into raving fans.
- Data, not drama: Track complaints over time, are there patterns showing a weakness in your system to address?
Share a time you turned an angry customer into a loyal advocate. What did you do?
Revise your FAQ page (or create one if you don’t have it). Can you preemptively answer common issues?