{"id":100345,"date":"2015-10-08T14:58:48","date_gmt":"2015-10-08T19:58:48","guid":{"rendered":"https:\/\/www.bluehost.com\/blog\/how-customer-complaints-could-actually-benefit-your-small-business\/"},"modified":"2015-10-08T14:58:48","modified_gmt":"2015-10-08T19:58:48","slug":"how-customer-complaints-could-actually-benefit-your-small-business","status":"publish","type":"post","link":"https:\/\/www.bluehost.com\/blog\/en-in\/how-customer-complaints-could-actually-benefit-your-small-business\/","title":{"rendered":"How Customer Complaints Could Actually Benefit Your Small Business"},"content":{"rendered":"\n<p><span style=\"font-weight: 400\">Most business owners fear customer complaints because all they see is the negative. But complaints can actually be a great opportunity to see your business from the customer&#8217;s point of view, alert you to problem areas or weaknesses, and fix them\u2014which results in a positive reputation, excellent word-of-mouth marketing, and growth for your business.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400\">Keep in mind that today\u2019s social media has changed the way businesses gain exposure. According to the <\/span><a href=\"http:\/\/resources.moxiesoft.com\/rs\/moxiesoft\/images\/Business_Impact_Of_CX_2014.pdf\"><span style=\"font-weight: 400\">Forrester\u2019s Business Impact of Customer Experience<\/span><\/a><span style=\"font-weight: 400\">, not only are customers far more inclined to rate and review companies publically, but social proof encourages or discourages potential customers from making the same purchase.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400\">Combine this with one of the study&#8217;s other important findings\u2014that customer satisfaction strongly correlates to customer loyalty\u2014and you can see why creating a positive customer experience is so important. So rather than try to cover up or ignore negative reviews about your service or product, here\u2019s how to turn customer complaints around to benefit your small busines<\/span>s.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b>Perform a Complaint Analysis<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400\">When you get a complaint, the first thing you need to do is to figure out how it stacks up against other ones that your company has received. Although all customer statements must be treated with consideration, not all of them have equal value; appeasing an irrational customer is not the same as addressing a weak link in your supply chain or troubleshooting flaws in your customer service.<\/span> <span style=\"font-weight: 400\">Approaching a complaint from an analytic perspective means asking yourself a series of questions:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Is this the first time the company has received this particular complaint?<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">If it&#8217;s not the first time, what steps have been taken to resolve the complaint?<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Has the same customer complained more than once about the same issue?<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Is there a pattern to the way complaints have been handled?<\/span><\/li><\/ul>\n\n\n\n<p><span style=\"font-weight: 400\">In order to do an effective analysis, it helps to keep a clear organizational record of complaints, including the method by which you received each one and the time it took to resolve them. Launching <\/span><a href=\"http:\/\/www.capterra.com\/customer-service-software\/\"><span style=\"font-weight: 400\">customer service software<\/span><\/a><span style=\"font-weight: 400\"> for your small business can help to take the guesswork out of the process.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b>Be Open and Empathetic<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400\">It&#8217;s natural to feel defensive when someone criticizes your business. The customer might resort to infuriating personal attacks or even threats. The last thing you want to do is give into the urge to fight with your customer. Even if they are flat out wrong, and you can prove it, nothing positive will come of your calling them on it.<\/span> <span style=\"font-weight: 400\">Instead, channel your empathy. There&#8217;s a good chance that this person\u2019s experience with your company was the final straw in his lousy week and that his frustration is not entirely about you. Keep in mind that people are more inclined to become emotional while under stress and just want to be heard, so give them the benefit of the doubt and be an empathetic listener. <\/span> <span style=\"font-weight: 400\">Always try to separate the customer&#8217;s delivery of their complaint from the complaint itself. Do not engage at the level of their delivery. Instead, be calm and positive as you draw out the details of their experience with your company.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b>Listen to What They Are Saying<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400\">Because hearing a complaint can be an unpleasant event, you may find it hard to focus on what the customer is really saying, but it\u2019s important to listen strategically to complaints. Find out where the source of the problem lies and whether it is a known entity or something new and unanticipated. Make sure to note how other customer service personnel addressed any prior complaints. Ask how the customer would like to see the problem resolved.<\/span> <span style=\"font-weight: 400\">Keep in mind that the customer is not attacking you. Instead, they are giving you valuable and unsolicited (read: <\/span><i><span style=\"font-weight: 400\">honest<\/span><\/i><span style=\"font-weight: 400\">) feedback about how to make your company run better. This information may be worth its weight in online surveys, so give the complaint the respect it deserves.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b>Take Full Responsibility<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400\">Don&#8217;t be afraid to apologize when your company is in the wrong. The world is filled with people who pass the buck, refuse to admit accountability, and blame the other guy. Some companies will even give restitution without ever admitting to the customer that they screwed up!<\/span> <span style=\"font-weight: 400\">Sometimes all the customer wants to hear is your acknowledgment of responsibility. Customer service representatives who can apologize sincerely and are willing to follow up with a timely resolution are truly exceptional commodities.<\/span><\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><b>Resolve the Problem Whenever Possible<\/b><\/h4>\n\n\n\n<p><span style=\"font-weight: 400\">Once your communication with the client is over, the next step is to resolve their complaint. Resolution can take many forms:<\/span><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Replacing merchandise<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Refunding the purchase price<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Offering a discount coupon for the next purchase<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Making a personnel change in your customer service department<\/span><\/li><li style=\"font-weight: 400\"><span style=\"font-weight: 400\">Finding a new supplier or distributor<\/span><\/li><\/ul>\n\n\n\n<p><span style=\"font-weight: 400\">The best way to achieve full customer satisfaction is to follow up with your customer in writing. You can email them asking for feedback about how well you handled their complaint, but in order to show that you care about their business, you should let them know exactly how you were able to resolve the problem for them. Including a discount on their next purchase or offering a free service along with your message is yet another way for you to exceed their expectations.<\/span> <span style=\"font-weight: 400\">Keep in mind that customers never forget terrible service or excellent service, so ask yourself at which end of the spectrum you\u2019d rather be. Don&#8217;t worry if you&#8217;re not able to achieve resolution quickly\u2014it&#8217;s better to do the job right than to push through a quick but ineffective solution. Each complaint you resolve is a golden opportunity to enhance your reputation as the best in your business, grow a loyal customer base, and help your company thrive.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400\">Bluehost takes customer service very seriously and we make every point of contact an opportunity to learn exactly what our customers need, which is why we have a 98.9 percent satisfaction rate. Check out what we can do for you <\/span><a href=\"http:\/\/www.bluehost.com\/\"><span style=\"font-weight: 400\">here<\/span><\/a><span style=\"font-weight: 400\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most business owners fear customer complaints because all they see is the negative. But complaints can actually be a great opportunity to see your business from the customer&#8217;s point of view, alert you to problem areas or weaknesses, and fix them\u2014which results in a positive reputation, excellent word-of-mouth marketing, and growth for your business. Keep [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":100346,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_title":"How Customer Complaints Could Actually Benefit Your Small Business","_yoast_wpseo_metadesc":"","inline_featured_image":false,"footnotes":""},"categories":[963],"tags":[3439,3449,3454],"ppma_author":[592],"class_list":["post-100345","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","tag-customer-support","tag-small-business","tag-tips-tricks"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How Customer Complaints Could Actually Benefit Your Small Business - Bluehost Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bluehost.com\/blog\/en-in\/wp-json\/wp\/v2\/posts\/100345\/\" \/>\n<meta property=\"og:locale\" content=\"en_IN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Customer Complaints Could Actually Benefit Your Small Business\" \/>\n<meta property=\"og:description\" content=\"Most business owners fear customer complaints because all they see is the negative. 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