hi michael,
re "The most loyal customers are the most likely ones to complain. Complaints are like nuggets of gold, complaints let an organization know how to improve, and how to beat the competition."
fantastic! i can't tell you how long i've been waiting for someone to say this. you are so correct about this. the business owner who adopts this mind set is destined for great success. in my business, when i hear a complaint or objection, it's like i'm being handed a road map to winning that person's business. just let them tell you what is required to make it all right!
in an eating establishment, most diners will not complain if the meal is not warm, the service bad, the conditions less than spotless, etc. they just won't go there again. even if the restaurant manager or owner comes to the table and says, "was everything okay?", many people would prefer to avoid a scene or conflict and will just nod their head, yes! so, when someone steps forward with a complaint, they are to be commended! they are, as you say, like gold nuggets.
i remember one local new car dealer that so screwed up an opportunity to make a bad situation better, and was so rude and so short-sighted in the process, that there was no way in the world that i would share with him what i thought would help his business. why? because he was not interested in customer service and retention, and so i did not want to give him anything that would in anyway help his business. he can go broke for all i care.
and therein lies the story of the complainer. listen to what they have to say. they care.
:)
mark |
