Committed To Your Customer Prove It When They Complain!
Businesses like to brag in their advertising about quality of work, commitment to their customers, and excellent service. These statements are also proudly advanced in Mission, Vision, and Values Statements. They are foundational to success.
But, let’s face it we all occasionally make misteaks (misspelling intentional) and, even in the best of companies, anger a loyal customer. If we are lucky, we have built up enough “satisfaction-equity” with miffed customers that they will take the time and effort to complain, giving us the opportunity to correct the situation instead of them just silently defecting to the competition.
It makes no difference if the complaint is justified or not (customers make misteaks also!), but when a customer complains, realize they are offering the company a chance to continue the relationship and save a customer by backing up all those claims of commitment with an immediate, polite, and satisfactory response.
Let’s assume the complaint is
