Customer complaints are an inevitable part of a business, but it may be discouraging to deal with them. A good leader knows how to examine customer complaints and see what variables will need to change. And a truly proficient and skilled leader will take these complaints and turn them into the positive power required to motivate and direct business growth.
But no matter what stage your business is in, what is important in growing any business is knowing how to receive and learn from criticism and use it to create future positive customer experiences. Below, seven professionals from the Young Entrepreneur Council talk about how leaders can grow and enhance their businesses by constructively using client complaints.
Young Entrepreneur Council members offer guidance on how to make positive changes based on negative feedback.
- Share And Track The Feedback
Among the finest ways to turn a customer complaint to some productive, actionable activity is by monitoring the opinions and understanding of the request is something other customers additionally feel. We track all client feedback and requests within an internal monitoring tool which categorizes their petition to a particular feature or improvement. Similar customer requests will be grouped so we can see if it’s a highly requested feature. As soon as we improve, we’re able to see all the clients that asked the feature and discuss together that we listened to their feedback and required action. – Nanxi Liu, Enplug
- Ensure You HearAnd Resolve Every Complaint
Customer complaints are inevitable for any business enterprise. But at the end of the day, organizations should make sure that every customer’s complaints have been discovered and resolved. Most of us were there when a customer was ticked off due to a delayed response, there were misunderstandings and doubts and it got worse from there. The very last thing you should do is attempt to offer you an immediate solution. It may probably backfire and produce the customer even angrier. The better strategy is to listen to them very carefully and get into a frame of mind of more agreeableness and understanding. A client is often unhappy due to unsatisfied psychological needs. You need to make them feel that you understand them and admit their problems by simply hearing them out completely. – Kelly Richardson, Infotrendz
- Take The Opportunity To Determine Bad Outcomes
Client complaints must be approached as an opportunity. The feedback is vital to identify issues that may have become bad habits or poor procedures. Possessing a regular feedback process, such as annual polls or follow-up surveys after a buy, is a must-have for any business. Surveys ought to be a mixture of ratings and open-ended inquiries. Share the comments and feedback with the whole team and set a strategy and leadership on how the company will improve. Share this with clients via a response to any negative or low-rated comments, and share great feedback too. – Jennifer A Barnes, Optima Office, Inc
- Boost Your Marketing Strategy And Operations
As opposed to looking at customer complaints as a poor thing, see them as an opportunity to produce improved changes to your marketing strategy and business operations. If something is not working for your customers, it’s better that you know about it so that you may proceed with the way they need it. Without assistance from your customers, you can’t make sales or drive conversions. Utilize the negative comments to see how it is possible to do better so you can increase your business to new heights. – Stephanie Wells, Formidable Forms
- Use Them ToOptimize Your Offerings
Client comments and feedback, especially negative comments, will help you and your staff improve your products or services. Negative feedback is a fundamental part of a business. Without criticism or feedback, there is no method to improve and move forward. Any time we get any sort of negative or negative customer feedback or complaints, we use it to optimize our offerings so we can deliver the best possible product or service to our customers in the long run. Customer surveys and surveys are so beneficial to any business, thus we imply that all entrepreneurs use them. – Kristin Kimberly Marquet, Marquet Media, LLC
- Show You Care By Enhancing Your Client Experience
The fact that someone cares enough to tell you that there is a place for improvement in your business is a gift. At this point, you know where there is room for improvement, not just for that one customer, but for all others, as well. If one client is complaining, there is a great chance that many others are having a similar pain stage with your small business. Numerous positives can come from the situation. To begin with, it provides you an opportunity to make things right with the client who complained by demonstrating that you care and want to make it right. Second, you can now work to enhance the systems and operations of your company to ensure that all of your clients and future customers have a better experience with your company, which can lead to brand evangelists as time passes. – Diana Goodwin, MarketBox
- Improve Your Decision-Making Process
Learning from negative feedback helps you make better decisions moving forward. At the end of the day, all customers want is to feel heard, validated, and empathized with. Responding to a negative public client review in a means that shows you care will humanize your company and endear other potential clients who’ll see that you did the ideal thing when there was an issue. No business is ideal and most of us make mistakes. It’s how we handle those mistakes with credibility and a genuine desire to fix them that creates the difference. – Rachel Beider, PRESS Modern Massage