Most of us don't want to hear or have to deal with complaints.
However, only about 4% of your customers will actually take the time to go to your place of business and complain.
The other 96% just go somewhere else and you never know why.
As much as you hate it, make it easy for customers to complain.
Follow-up after the sale and make sure they are completely satisfied. If they do have a complaint, thank them for bringing it to your attention.
Correct the problem as soon as possible. If the resolution takes some time keep them informed during the process.
Good customers become good customers because they know you are going to take care of them no matter what.
They will return and bring their friends and that builds business. Aren't you glad I brought this to your attention?
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Based in Bozeman, MT, Tom Egelhoff is the author of How To Market, Advertise & Promote Your Business Or Service In A Small Town, and The Small Town Advertising Handbook: How To Say More And Spend Less. He is also a seminar and workshop presenter and trainer. He may be reached at 406-585-0219 or PO Box 271, Bozeman, MT 59771-0271
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