
Search:			Site Home >> About Us >> Privacy >> Terms & Conditions >> Place Your Link >> Submit Article



	Recreation & Entertainment

	Academics & Learning

	Hotels & Travel

	Healthcare & Treatment

	Outdoor & Sports

	Relationship & Lifestyle

	Computers & Networking

	Companies & Business

	Automobile & Automotive

	Events & News

	Shopping Online

	Property & Estate

	Policies & Law

	Online & Indoor Games

	Science & Space

	Art & Creative

	Society & Issues

	Family & Home

	Employment & Careers

	Banking & Finance

	Self Healing

	Eating & Drinking

	Children & Teens

	Health & Hygiene

Site Home » Companies & Business » Sales

Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty

It's said nobody likes a complainer. I beg to differ. In customer service a complainer is doing you a favor. They are the extension of your research, testing and quality assurance departments. Although essentially unpaid, they're providing you with invaluable, often real-time feedback on what isn't working in your business or your relationship with them. Try to put a price tag on that!

We know from surveys that most unhappy customers voice their displeasure with their feet ? they just walk. They simply go away. No fanfare, no pronouncements. One day they're disgruntled, the next they disappear.

You belatedly discern they've leftbut why? What happened? By then, it's probably too late. So let's celebrate the complainers. Let's salute the squeakers. The data they provide make improvement possible. Their feedback gives you end-user validation of your processes and procedures, your product lines and service levels.

Since most customers are convinced you either don't care or won't change, those that care to share should be valued and rewarded. Be open to their feedback. See the long term value of fixing a problem this customer has experienced. For each customer who complains many more may have already moved away, or will soon if you don't fix your problem.

Make it easy for customers to give you feedback and listen generously when they do come forth. Telling a customer "nobody else has complained" misses the point. Consider the following action steps to leverage complaints into constructive improvement:

Thank customers for taking the time to let you know of their less than stellar experiences.

Honor their courage in speaking up

Reward their input in little yet meaningful ways: complimentary items, discounts, future preferential treatment, etc.

When you act on their complaint let them know you've done so. They'll feel their power and your responsiveness will strengthen the bond between you and them.

In its own way a complaint is a complimentthey cared enough to let you fix the problem. They think you're capable of doing so and will be delighted when you do. They're a customer worth saving!

Author: Craig Harrison

Author Bio:

Author Craig Harrison is a professional speaker, corporate trainer and founder of Expressions Of Excellence! provides solutions through speaking. Craig inspires stellar sales and service leadership among professionals in a variety of fields. He can be reached at (510) 547-0664 or through craig@craigspeaks.com. Visit his website: www.ExpressionsOfExcellence.com.

How to Advertise Your way to Success?

Follow Up Tips for Computer Services Part 2

7 Steps on How To Succeed in Your Own Business!

Top Tips for Writing an E-book

The Importance of Running a Multi-Faceted Home Business

EMPLOYEE ENGAGEMENT AND MENTAL HEALTH

Is Golf Tournament Sponsorship an Effective Form of Advertising?

The 7 Best-Kept Secrets to Ultimately Achieve Success In Your Life And Your Home Business

Cold Calling Doesn't Work - Does It ?

7 Proven Tips To Market Your Cleaning Business

How to Structure a Good Bonus Plan

Small businesses can utilize bonus plans to reward employees exceptional performance. Bonus plans sh ... - Bob Normand

Spring Cleaning: How To Do It In Your Business To Make More Room For Success

How to make your business bloom - Tresaca Hamilton

B2B Marketing: Drive Leads & Sales With A ??Get It Done?? Attitude

While thinking how to make your marketing perfect think what constitutes being good enough, and how ... - Mac McIntosh

4 Marketing Myths Threaten Your Sales

These 4 marketing myths can cause you to lose sales if you base your marketing decisions on them. Bu ... - Bob Leduc

9 Necessary Steps You Should Take When You Hire Your First Salesperson.

As a small business owner, at some point in time, you will most likely decide to hire your first sal ... - Todd Taylor

Site Home >> Privacy >> Terms & Conditions

Saluting the Squawkers: Complaints Often Key to Improving Sales, Retention and Loyalty

Related Articles