A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them.
They also say in their book, Now…Build A Great Business!, that:
- a slow response to a customer complaint triggers fear and anger.
And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.
So, lead your team to:
- Respond quickly to customer complaints
- Refuse to defend or make excuses
- Offer to make the customer happy immediately
- Be open and honest
- Tell the truth and tell it as soon as you know it
Bottom-line…assume that anything you do or say will become public knowledge quickly. So, resolve to build and maintain trust in everything you do.
