When your small business receives a complaint, the natural reaction is for you, as business owner, to feel defensive. Managing most complaints will be genuine issues from upset or disappointed customers. They aren’t trying to make trouble for you – they’re letting you know that your business has made a mistake.
Guy Letts, Managing Director of CustomerSure, says it’s important you don’t take offence when you receive a complaint. Instead, try to see the issue from the customer’s point of view. It’s not always easy, but if you can manage this then you’ll learn about the areas of your business that can be improved or changed. And that in turn will win you more customers.