Customer Complaints
I have to make a lot of keys for our building here at
BizWorks. I have been using a local
hardware company not a big box company.
I was hoping that by using a small shop I would get better service and
the keys might actually work most of the time.
What I’ve found is the service was good, not great but good and the keys
for the most part had to be taken back (one set three times). So I took the
last set back today and the manager had to ring in the refund to help the
cashier. She neither acknowledged me as
a customer nor apologized to me for having to come back in to make the return
for a faulty set of keys.
This was disturbing on many levels. First, I go in there regularly to have keys
made. Second, as a manager she should
have been concerned about the fact that I brought in keys that would not
work. And third, she should have at
least acknowledged me.
So when you have a complaint or a return, are you and your
staff handling customers correctly? Are
they leaving you knowing that whatever the issue, things were handled with care
and you and your staff were concerned about their experience? Do customers come back to you time and time
again? If not, have you tried to figure out why?
We all know it’s a lot easier and cheaper to
keep a customer than to try to gain a new one. So, why don’t business owners
try harder to make sure their current customers are happy?
The next time you have a customer with a complaint or a
return, listen to how your employee treats them and be aware of how you
respond. It could be the difference between coming back to you or moving on to
another business.
Image Source
Suzanne Cormier
Executive Director
BizWorks (Small Business Incubator)
Follow Suzanne Cormier on Facebook and
Twitter @BizWorksCenter
