Monthly Archives: March 2010

Do your customers send you gifts?

From time to time, all businesses receive complaints from their customers.  Sometimes the complaints are justified; others are merely customers letting off steam.  But try to see a complaint as a gift.  In other words a complaint should encourage us to look at its causes and seek to make improvements to our business.

The consequences of complaints are three fold:  firstly, the complainant is likely to tell 10 people of their alleged problem; secondly, they may take their business elsewhere, and thirdly, there is the need to respond to the customer and correct the error.  The beauty of a complaint is that it may identify a weakness in your business and that rather than spending time trying to identify these areas the customer does it for you.  The trick is to see the possibilities of using the complaint to drive improvement through the business.