Why Responding To Customer Complaints Is Critical

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. That is what author Mark Thompson and Brian Tracy proclaim, and I agree with them.

They also say in their book, Now...Build A Great Business!, that:

a slow response to a customer complaint triggers fear and anger

And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.

So, lead your team to:

Respond quickly to customer complaints
Refuse to defend or make excuses
Offer to make the customer happy immediately
Be open and honest
Tell the truth and tell it as soon as you know it

Bottom-line...assume that anything you do or say will become public knowledge quickly. So, resolve to build and maintain trust in everything you do.

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