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Advertisement Advertisement. Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads. Others Others. Back when I was running my first company, Wilmar Industries, I wanted to see what the day-to-day was like for our clients--property owners and maintenance managers. For two weeks, I took a night job working in a high-rise apartment building that one of my customers owned.
After my day job as CEO was through, I became an "undercover boss," except I wasn't infiltrating my own company. I was inhabiting the world of our customers.
I'd get the work order, go down to the shop and look for the parts. Then I'd knock on a tenant's door and say, "Hi, I'm Bill from maintenance. It was a great experience, because it helped me understand what a maintenance man had to go through. The big lesson here--and this goes for CEOs, all the way down to entry-level employees looking to provide a better experience for their clients--is to put yourself in your customer's shoes.
From there, everything looks different, and you almost always can see the issues more clearly, which makes them much easier to solve for. Remember: The customer is always right. And if you can't see things from the customer's perspective, then I suggest you find creative ways to walk a day in their shoes.
Top Stories. Top Videos. Customers may not bother to complain for many reasons. They may believe that it will be too difficult , too frustrating, or simply not worth their time to complain. They may not trust the company to handle their complaint seriously or feel like it will make a difference in the long run.
They may fear a disappointing outcome to their complaint, or even retribution from the staff in food service, for example, customers may not complain out of fear that servers or kitchen staff will tamper with their food.
The good news is that your friend, the complaining customer, has cast aside or overcome all of these fears. They have beaten the odds by deciding that they care enough to speak out — to let your company know about any failures rather than sweeping them under the rug. No Sugar-Coating Allowed Complaining customers tell it like it is. They tend to be straightforward and honest with companies about what they feel, and about the quality of the service or products that they have received.
Some complaining customers know exactly how they want their future experiences with the company to improve and will let you know directly. Source: Amazon. These sorts of complaints often couple honesty with compassion, and can result in an assertive conversation that is open-minded and digestible for everyone.
Around 13 percent of dissatisfied customers will tell more than 20 people. The beauty of a complaining customer is that instead of grumbling about your company to their family and friends, the customer is expressing their grievances directly to you. These customers silently defect to a competitor and often leave companies wondering why. By listening empathetically to your complaining customer and coming up with a quality solution to their problem or grievance, you will be able to tilt the playing field back in your favor and stop them from walking straight into the arms of the competition.
If you play your cards right, complaining customers can become your most loyal patrons — and your most vocal advocates. A customer who complains about a particular process or product — and sees actionable changes in response to their complaint — will feel like they have a higher stake in your business than a passive customer.
A customer who receives compensation for an inconvenience or a negative experience will begin to trust that your company values them and cares about their satisfaction. In the end, you can develop a stronger relationship with your complaining customer than you had with them before any problems ever took place.
Source: Xbox. Unfortunately, not all customers make genuine complaints. Consider this — Have you ever had any misunderstanding with your significant other, over something small, but then none you is willing to compromise and take the blame. Then that very small misunderstanding degenerates to both of you feeling so emotionally hurt by the other, that it almost jeopardizes the relationship?
This is also what happens when a customer complains to an organization about a perceived lapse no matter how small and they fail to resolve it effectively. Businesses need to understand that the complaining customer values their relationship with the company and wants to help improve it. They are the ones who care and give you a chance to fix things.
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