“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business”
This is very true!
Whilst no one wants unhappy customers, these occasional challenges do represent a genuine opportunity to turn the disgruntled client into an advocate. I’ve lost count of how many times I have turned around a dissatisfied customer into an advocate and a long term, happy, repeat client. Clients accept that sometimes things go wrong and can be forgiving – depending on what you do next!
It’s all down to how you approach the situation:
Remember, word of mouth is the most powerful form of marketing. People are likely to tell twice as many people about a bad experience, so what a great opportunity this represents if they also had a happy ending to the story!
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