Always resolve your complaints

 

 

If your customers have complaints that are appropriately resolved, they can become better customers than those who haven’t complained.

Authorise your staff to fix problems without any “run around”, just as they do at Ritz Carlton Hotels. Give your staff the authority to send a customer a bottle of wine, flowers or whatever is appropriate – this becomes part of your company’s “WOW” factor.

Some people look forward to a complaint as they see it not as a negative, but a way to improve. When you receive a complaint, try to look at it as a customers view of how and where you can improve. Resolve your customers complaint appropriately and quickly, taking on board all they have shared with you and turn this into a positive and look at where you can change, so this issue doesn’t happen again.

Agree? Disagree? Do let Sharon Rose-Bloy know what you think by commenting below.

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