How to turn a complaint into a positive…
How do you deal with complaints from your customers?
It's human nature to react to a complaint by gritting your teeth and reluctantly admitting that perhaps you were wrong.
However if you handle them correctly, complaints are an opportunity not a threat.
Well, whilst customers don't forget a badly handled complaint they are even more likely to remember a complaint that you dealt with effectively.
So a complaint can become an opportunity to overwhelm a dissatisfied customer with your response so that they become your best customer and source of referrals.
Just as an example, last year we used Green Flag for our car breakdown cover when we went on holiday to France.
Our travel documents didn't arrive before we left and so we only looked at them when we were back home.
And imagine our shock when we read that Green Flag had included cover from the date we returned not the date we left!
We immediately contacted Green Flag to complain that we'd had no breakdown cover for our holiday.
They took great pains to reassure us that we would have been covered as it was their mistake.
And they gave us a full refund, no questions asked.
However they didn't stop there.
A few days later a cheque for £25 arrived in the post! Together with an apology for all the inconvenience.
Because of this we will continue to use them for our holiday breakdown cover and mention their excellent customer service to all our friends, clients and contacts.
So Green Flag understood precisely how to turn a complaint into customer loyalty...
And this is precisely the reason why we offer our clients a 90 day risk free trial and a 100% absolute delight first year guarantee - more about that here.