4 Tips to Avoid Customer Complaints

People can make or break your small business.  Offering excellent customer service can distinguish you from the competition, result in increased sales and a more loyal clientele.  Therefore, teaching employees how to treat customers right should become part of your initial and ongoing training.  It should be reinforced daily.

Below are four tips you can incorporate into your training to minimize customer complaints:

1.  Do not put phone calls ahead of on-site customers.

This is one of my particular pet peeves.  One of my preferred take-out joints has a bad habit of taking phone orders over those standing in line with money in hand.  There is nothing worse than waiting in a long line, getting to the front and having the phone ring.  Instead of taking customer orders, the employee decides the phone is more important than those waiting in line. This is a big no-no.

Actual people who visit your business in person are almost always more important than callers.  Make sure your employees know that and are taught to treat actual customers with the respect they deserve.

2. Make exceptions when appropriate.

Sometimes you have to bend policy and make an exception.  The customer will remember it and your business will benefit from it.

3. Say “Thank You.”

These two simple words can go a long way in customer satisfaction.  And, if you really want to have a loyal fan, provide your customers with special discounts or advance notice of new products and services.  Simple ways of showing thanks and appreciation can go far toward leaving your customers with a good impression of your business.

4.  Ask for feedback.

You provide feedback to your staff (if not, you should), why not receive some from your customers.  Feedback from your customers is one of the most valuable things your business can get.  After all, dissatisfied customers will typically stop patronizing your business if their problem is not solved quickly and satisfactorily.  They also spread the word to at least nine people (or even hundreds online) about their bad experience.  Talk about a buzz killer…

When you get a complaint, ask the customer how they would like to have the problem resolved, and make every effort to do so.  If they want a refund, it’s usually best to honor their request.  If an employee is involved in a dispute, trace the problem and provide the employee with training, if necessary.  But, if you are convinced that your business is not at fault, apologize, offer something to placate the customer, and explain how they can avoid similar situations in the future.

Even when following these tips, sometimes you just get an unreasonable customer.  In this scenario, you may just have to part ways and decide not do business with them.  Although it may not feel good at the time, refusing to do business with an unreasonable client may end up with unexpectedly positive results.  You may attract a higher quality customer or signal that you have standards and morals that are worth more than money.

What are some of your customer service policies?

The Key To Customer Loyalty

Let me ask you a question….
Have you said “Thank You” to your customer today?

Customer appreciation is the best way to create customer loyalty. Let’s face it. Without customers your business is dead. And, repeat customers are the life blood of any business. It’s a proven fact that happy customers make repeat purchases and not only that they tell their friends, which means more customers.

Just think about it…

When you’re happy or excited about a product or service what is the first thing you do? You tell everyone you know. Right? If you have a great experience with the staff at a store or restaurant what do you do? You go back again!

What if you have a bad experience? Do you go back? NO! And that’s not the end of it. You make sure you tell everyone you know you had a hard time and never, NEVER to use that company. In fact, with the advent of the internet age, you probably also broadcast your story to complete strangers (anyone who will listen).

So show your customers that you appreciate them. It’s the little things that matter. Something as simple as a friendly voice and prompt courteous service can make them feel special. You can create a huge following of loyal customers just by being nice.

But don’t stop there. The possibilities are endless. Have you ever been to a nice hotel where they leave a chocolate on your pillow? Now that chocolate only cost them a few pennies but it made your experience nicer. It made you remember their hotel above others.

You could even consider a customer rewards program. Sales will soar when you provide your customers with discounts or a free gift with every purchase. Everyone likes presents.

Good customer service will never go out of style. It’s so simple but it is where most businesses fail. Customer appreciation days, sales and specials will get you well on your way to a loyal and faithful customer base. Make them feel special, like they matter, that they are important to you. Then watch your business reap the rewards.

What Do You Do When Customers Complain?

Tell me…. what do you do when your customers complain?

It’s true that you just can’t please all of the people all of the time, even if you run yourself into the ground trying. There will always be someone who is not happy with what you have done. So what is a small business owner to do?

First and foremost, don’t be rude or dismissive. The customer’s complaint might seem uncalled for or insulting but that doesn’t mean it’s unwarranted. You must treat every customer complaint seriously and with respect for their feelings.

Remember that every unhappy customer will talk about their experience to as many 20 people. Those people are your potential customers and they will never hear your side of the story. Going the extra mile to keep unhappy customers happy is always a good idea to prevent them from damaging your business.

Second, if the customer asks for a refund or replacement product, give it to them promptly.
Make sure that you convey your apologies for their time and trouble. Go the extra mile and show them that their business is important to you. Even if you don’t want their future business, you have effectively minimized your exposure to negative feedback.

Customers tend to appreciate your effort if you take the time to apologize. Simply say that you’re sorry things weren’t to their satisfaction and you appreciate them taking the time to tell you so that you can improve your product or service. You want them to walk away feeling good about your business.

Having people know that you respond well to complaints is some of the best marketing you can get. Knowing that you treat customers well is a great way to insure they come back, tell their friends and do business with you again.

Remember good customer service is the life blood of your business so make sure you handle it with care and consideration.