Getting feedback from your customers is expected when you start a business. Unfortunately, whether you like it or not the truth remains that you cannot please 100% of your customers cannot be satisfied 100% of the time.
From time to time, you will come across those customers who will demand something that is simply unreasonable. Regardless of the issue at the heart of the complaint, remembering these rules is important when solving your customer service problems.
Monitor and respond to feedback
One of the main things customer service professionals emphasize is that you’re never going to satisfy 100% of the customers. However, what you can do is ensure that you are listening and responding to customer feedback – both the positive and the negative.
This way, you are more likely to retain that potential future business and even encourage others to give you an opportunity.
So, be sure to monitor and review all feedback even though all may not necessarily all be 100% positive.
Address the Problem Immediately
On that same note, while it is important that you are responding to your customers, it is also important that you are responding to them promptly. What triggers frustration in disgruntled costumers – sometimes more than the complaint itself – is when businesses take weeks to follow up with their complaints as this makes the business seem like they simply don’t care.
So, make sure you are not only responding to feedback but that you are responding to it promptly.
Have the right insurance
Understanding the risks which your business faces are important. Are your clients, your employees or your property at risk? Are your customers going to be affected or at risk?
If something goes wrong, insurance will stop your business from being hit too badly with claims. There are several forms of insurance available, so understanding what kind applies to your small company is important because several are a legal necessity.
For example, professional indemnity insurance will cover you if you are found o give bad advice to a client while public liability insurance will cover you if any customers or clients are injured on your proper or due to your businesses.
These are just a couple of examples of the type of insurance you could get for your business, so be sure to do your research and figure out which type best suits your needs.
Learn from the complaints
Over everything, use feedback from consumers to improve your services. It is a way to know about possible vulnerabilities in your processes. Maintain a means of monitoring and addressing consumer concerns, such that, over time, patterns or particular problems can be detected to the degree that, they can be resolved before they result in future complaints.
Protecting our business and having good customer is key in making sure that your business can handle itself properly when faced with customers complaints. If you use the advice outline in this article, you will find that your business will be more equipped to handle customer complaints.