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Tim Millett
Published by Tim Millett
08 October 2013

As much as we’d like to, pleasing everyone all the time is virtually impossible. No matter how hard you try, when you run a business complaints will come.

How you choose to look at those complaints determines the level of customer service you are providing. Looking at them negatively will have a negative effect on the overall success of your business.

What you need to realise is that by taking the time to make a complaint, the customer cares about how you run your business. By informing you of their disgruntlement, they are hinting they would like to return to your business for further custom. It’s much easier to just walk away and find another store.

As Nine News Finance suggested, when customers complain directly to you instead of just whingeing to a friend you have the opportunity to fix the problem and take note of where you went wrong. Don’t take it personally and instead choose to turn it into a positive, a way to strengthen your business and customer care.

Give the customer your full attention, and let them know that you appreciate their feedback. Even if you feel the complaint is unwarranted, it’s essential you try to address their frustration.


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