Comments on: 5 Good Things About Customer Complaints

By: Houston Web Design / Houston SEO

Houston Web Design / Houston SEO — Mon, 07 Aug 2017 01:19:58 +0000

Great article. We all need to strive for better customer service and listen more to our clients. With social media and reviews its so easy for these complaints to ruin your business and not to mention social media and reviews.

By: SEOS Houston

SEOS Houston — Thu, 20 Jul 2017 05:33:38 +0000

These 5 good things about customer complaints was spot on. I agree that you should always strive to resolve customer complaints.

By: Midtown Houston SEO

Midtown Houston SEO — Fri, 14 Jul 2017 04:38:52 +0000

In reply to Charlie. I tend to find that the clients with a technical background, give more headache.

By: Houston SEO - Hub Wired Media

Houston SEO - Hub Wired Media — Sat, 01 Jul 2017 20:07:39 +0000

In reply to Johnny Chen. Great post, Mike. With today's technology, a customer may not complain to you but rather go and vet out on the social media platforms that will hurt your business since it's like 75% of clients that read your reviews before conducting with your. It's great when you remind us how we should conduct our businesses.

By: Dor

Dor — Sat, 21 Jan 2017 07:21:09 +0000

Great stuff Mike.
I have two different businesses, one for selling physical products and the other is a service I provide, in both cases the customers’ complaints help me grow and get better.

By: Charlie

Charlie — Wed, 11 Jan 2017 21:24:50 +0000

It’s always the 80/20 rule. 20% of the customers will get you 80% of your headakes as they will allways complain for anything they can think of. I started recently to fire those 20% clients and I’m seeing a huge difference in the business. Thanks for your share.

By: Johnny Chen

Johnny Chen — Tue, 15 Nov 2016 04:31:42 +0000

Mike, great article. One thing I’ve learned is that when a customer complain, sometimes they are really not saying what they want to say. Most customers don’t complain, they just tell all their friends that your business has that certain “flaw.”
you know what they say, damages are more easily dealt and it takes 10 good things to make up for one bad complain.

By: Mike Blumenthal

Mike Blumenthal — Fri, 03 Jun 2016 20:23:00 +0000

In reply to Paul Sherland.

@Paul

Thanks for the feedback and the article. I have linked to it in your comments and will link to it elsewhere. I agree that if you can put yourself in the right frame of mind, you can really use the intelligence to improve your business.

I love your distinction as to the type of complaints and their sources. That makes all kinds of sense and puts complaints into a “psychological model” that would generally work and help the business owner understand why some complaints are more useful than other. But I am sure you know its never easy to receive a complaint and sometimes like the customer, the owner needs a headspace adjustment.

There is the question for me though of when in the client relationship you should consider them a client. For example with GetFiveStars we originally offered a 15 free trial and then asked for a credit card. We would send out the survey on day 16. Clearly that is useful and the information gained valuable but many of the folks that signed up never used the product and didn’t even enter one email address and were in fact prospects not customers. It gave us intel about the on boarding process but not about how customers who were really using the product were feeling.

By: Paul Sherland

Paul Sherland — Thu, 02 Jun 2016 21:20:10 +0000

@Jack, I suggest that you want feedback from all clients who could either leave you reviews online or contribute, for better or for worse, to your business reputation in the community. The more feedback you get, the more you’ll learn about how your business is perceived, and the more data you’ll have to reinforce what’s working and fix what’s not working. I also suggest that we don’t want to mess with the Net Promoter form of the feedback question. It’s the data metric that was found to have the highest correlation with business success in the Harvard Business Review study, “The One Number You Need to Grow“. If you change the feedback survey, you throw out all of the research that validated Net Promoter.

@Mike, I generally see two kinds of complaints — constructive and “intent to injure”. The constructive complaints certainly do give you, the business owner, valuable information about what’s not working in your business. If you act on this information, your business will grow and likely bring that constructive complainer back. The “intent to injure” people are in a different class and Get Five Stars offers an opportunity to mitigate any damage they might do. Often, it’s not your business that’s the cause of the anger — it could be something else the person’s dealing with that causes reactive ranting. Since Get Five Stars encourages the ranters to rant to the business owner first, it’s often possible to calm the person and move out of the line of fire.

Great article!

By: Mike Blumenthal

Mike Blumenthal — Thu, 02 Jun 2016 20:48:40 +0000

In reply to Jack Bobeck.

Jack
I emailed you offline for more details.

As for custom fields we some changes in the works that will hopefully fill the bill.

Mike