Customer Feedback – Dealing With Negatives
July 19, 2015
When @#$ hits the fan in business it’s so very tempting to pop your head in the sand for a bit and come out when it’s blown over. Problem is, it doesn’t.
Judging by the number of requests I receive for my customer complaint log template, shit hits the fan a LOT!
How do we deal with it? Well we put on our big boy pants and tackle the problem head on.
- Find out all the facts.
- Talk to the customer.
- Talk to your staff.
- How did the problem happen … identify causes.
- How can we resolve the problem.
- Implement preventative and corrective action.
- Convey solution (with sincere apology) to the client and show how this particular shit has triggered improvements to our process/systems.
- Move on.
That’s fairly dumbed down and an exaggeration of some feedback we received in a recent customer survey. While gutted to receive some negative feedback which related to a particular job, we appreciate that receiving this created an opportunity to make some changes.
First instinct … crap, so very gutted a client was unhappy with our service (commence head in sand pose).
Second instinct … let’s clean this !@#$ up and make sure it never happens again.
Conclusion … happy client received a credit and knows their feedback helped us identify a problem (since solved).
So, when @#$!TT hits the fan … roll your sleeves up and get cleaning. Attitude is everything.
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