Notice that I said SOME and not ALL complaints are good for business. Face it - not every business is perfect, especially in the beginning when you're trying to work out all the kinks. There's usually one aspect of the business that needs some improvement. It's always good to know what people are saying about your business. You can then know where to focus your efforts in order to improve customer satisfaction.
How do you find out what your customers are thinking? In most service establishments you'll often find customer comment forms, survey questionnaires, or a customer service phone number where you can call in your feedback. If you run an online business and have a database of customers' email addresses, you can send them a questionnaire via email asking for feedback on your services or you can provide a link to your questionnaire from the homepage of your website.
Criticism (when it's constructive), can give your company more publicity. Recently, Darren Rowse of Problogger.net offered some of his comments about KnowMoreMedia, which I'm sure has brought more traffic to the site.
It's so important to know what customers are saying about your company. If you don't think so, please refer back to my post, Word of Mouth x 10,000,000.
» Why You Take a FAQ Page and Turn It Into a Blog from CustomersAreAlways
When a customer calls, writes, or emails to make a complaint about your business, what do you do with that complaint? Do you blow it off claiming that the customer is psycho and you're perfect (I admit that I've done... [Read More]
Tracked on: November 14, 2007 12:49 PM | Permalink to Trackback