Why Do Your Customers Complain?
Let us find out about some of the operational issues within your business which could give your customers cause to complain. Take a look at these and examine each part of your business. How do you stand up?
“You didn’t do what you promised.”
When did you last review your advertising material or web site? Do they contain service promises which sounded great at the time but have since been forgotten? For example, do you promise to deliver within 24 hours but changes in processes have met that is no longer possible? No one may have complained yet but sooner or later someone will.
“Your product didn’t do what it’s supposed to do.”
When did you last undertake a quality check of your product? Random checks can help weed out poor quality workmanship before a customer spots it. When buying your stock or finished item do you test it?
‘You’re never open when I need you.”
9 to 5, 5 days a week may have been acceptable when you first started out, but is this still what the customer wants? Check with your customers – they may want to open later and close later.
“It’s a long time before someone answers the phone.”
Hanging on the phone while it rings and rings is very irritating. It conjures up images of staff sitting there drinking coffee and chatting; not the impression you want to portray and not the way to put customers in a buying mood! Do your staff understand the importance of the phone being answered promptly?
Source: http://www.smallbusinesssuccess.biz
“You didn’t do what you promised.”
When did you last review your advertising material or web site? Do they contain service promises which sounded great at the time but have since been forgotten? For example, do you promise to deliver within 24 hours but changes in processes have met that is no longer possible? No one may have complained yet but sooner or later someone will.
“Your product didn’t do what it’s supposed to do.”
When did you last undertake a quality check of your product? Random checks can help weed out poor quality workmanship before a customer spots it. When buying your stock or finished item do you test it?
‘You’re never open when I need you.”
9 to 5, 5 days a week may have been acceptable when you first started out, but is this still what the customer wants? Check with your customers – they may want to open later and close later.
“It’s a long time before someone answers the phone.”
Hanging on the phone while it rings and rings is very irritating. It conjures up images of staff sitting there drinking coffee and chatting; not the impression you want to portray and not the way to put customers in a buying mood! Do your staff understand the importance of the phone being answered promptly?
Source: http://www.smallbusinesssuccess.biz
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