the-gift-of-the-complaining-customer
18 Mar, 14
The Gift of the Complaining Customer
The words “complaining customer” and “gift” probably sounds like I’m laying on the sarcasm pretty thickly, but for business, there actually is truth to the idea that a complaining customer can help your business succeed in better ways.
Seriously. Look past the awkwardness and you’ll see a big opportunity. Here are two ways that a complaining customer is helping you out in the long run…
Making amends builds your reputation. Did you know that statistically, a complaining customer represents about twenty-six other people who had a similar experience with your organization but didn’t complain to you about it? That’s right. There is on average only one in twenty-six people who will tell a business that they are unhappy. According to Money Watch, the figures break down like this:
4% of unhappy people will actually complain to the company.
96% will discontinue purchasing from the company.
Those people – the ones who didn’t tell you they had a bad experience - will tell 9-10 people in a week about their experience.
The 4% of unhappy people who actually told you about it will also tell 6-7 people about their experience after they talked to your company about the problem and you’ve had a chance to respond.
A miffed customer prevents complacency. We liked this concept from one of our Facebook fans. Basically when our customers know we are listening to them, they want to come back. And if we address the problem that was the issue in the first place, we prevent complacency and therefore prevent unhappy customers. Our company’s reputation will reflect the values that we intend and our business becomes more successful.
Challenges always have a way of making us sharper – it just depends on how you look at them.
For telling someone thank you, showing appreciation, or simply saying, “I’m sorry,” our gourmet and decadent gift boxes are a great way to make an impression with a client and there will be no doubt that you are on top of your game.
Let us know how we can help you stand out!
A miffed customer prevents complacency. We liked this concept from one of our Facebook fans. Basically when our customers know we are listening to them, they want to come back. And if we address the problem that was the issue in the first place, we prevent complacency and therefore prevent unhappy customers. Our company’s reputation will reflect the values that we intend and our business becomes more successful.
Challenges always have a way of making us sharper – it just depends on how you look at them.
For telling someone thank you, showing appreciation, or simply saying, “I’m sorry,” our gourmet and decadent gift boxes are a great way to make an impression with a client and there will be no doubt that you are on top of your game.
Let us know how we can help you stand out!
March 18, 2014
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