"I hate customer complaints."
"Why are our customers always complaining?"
"Why would we want to have a social media page that allows customers to post negative comments about us?"
I'm heard this (and more) over & over from businesses all over America. I'm sure you have as well. All of these comments are with a negative thought process & with pessimistic vision for the future of that business.
But I on the other hand see huge positives in all these comments! How?
When your customer is calling you and complaining, all they're doing is begging for help. They want to do business with you, they want to give you their hard-earned money, all they want from you is to help them resolve their problem!
If a customer uses your social media page to post a complaint, here's your opportunity to show the world what great customer service you provide.
And if the customer has a legitimate problem with your business, don't you want to know where you're failing so you can correct it, regardless of how the message is delivered?
Negative comments & complaints are a gold mine for you to refine your company and move it to the next higher level of customer service and the customer experience. Don't miss the opportunites!
Until next time, remember “Your Success Is My Business.” ™
[Note: photo from http://www.all-about-forensic-science.com/]
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