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3 Ways to Turn Customer Complaints into an Opportunity

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3 Ways to Turn Customer Complaints into an Opportunity

Between social platforms and online review sites, complaining about a company is easier than ever. Not only is the message heard by thousands, if not millions of people—the review can remain online for many years, hurting your business in the long-run. One of the best ways to address customer complaints before they hit the web is to simply ask them “What can we do better?” This seems simple, but you would not believe the feedback you will receive! From here, you can see where your business excels and where it needs improvement.

Pay Attention to Habitual ComplainersCarpenter

While these customers may seem like a burden, listen to what they have to say. They are most certainly passionate about what they expect from someone in your industry. If you can make the changes they’re looking to see, you’ll most likely turn their complaints into positive reviews—having them as a customer for life and one of your top referrers.

Don’t Leave Your Negative Reviews Hanging

One of the best ways to squash these negative reviews is to address them as soon as possible. Responding to a negative review in a timely fashion is necessary for both social platforms and online review sites. Simply addressing the negative review (professionally) can help you avoid an even bigger headache later on. Also, don’t forget to thank those customers who leave you positive reviews as well!

Build a Solid Foundation of Solutions

Take what your customers have to say to heart and work on improving your business from there. Whether it’s the way a job was completed or the time it took—there is always a way to improve upon your current process. Has another customer complained about the same issue previously? If so, you will most likely hear the same complaint from additional customers in the future. While everyone makes mistakes, it is important to take into consideration what your customers are saying—bettering not only your business, but yourself as well.

For more information on turning your complaints into opportunities, click here.

 

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  • Guest
    Scott Wright Friday, 07 November 2014

    You are so right about addressing negative complaints right away. Putting it off can only make the situation worse. Frankly, my first instinct was to stall until it went away but once I contacted the customer I learned that it was really a huge misunderstanding. Once I contacted the customer we were able to come to an understanding. If I would have waited it would have appeared as I was trying to avoid the problem. With a little luck and acting fast I was able to resolve the issue. It really is tough to make everyone happy.

  • Guest
    Guest Friday, 07 November 2014

    Hi Scott,

    That’s great to hear you were able to address the situation at the beginning stages. Letting those negative comments sit isn't good for your brand or image, so you did the right thing! A lot of the time, these negative comments are the result of a misunderstanding, which can easily be resolved. The hardest part is staying on top of what people are saying about your company and addressing it in a timely fashion. And while it’s hard to keep everyone happy, you seem to be doing a great job!

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Guest Friday, 24 March 2017


 

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