WHY ‘YOUR SERVICE IS TERRIBLE” IS A GIFT FROM YOUR CUSTOMER
A small business owner posed this question about customer’s complaints on Quora:
‘One of your customers has just told you, “The service here is terrible.” What should you say?”’
The answers were as canned as the recommendations: Take it in a positive way, apologize, empathize and tell the customer that we will mend up everything that went wrong asap!” and “Our deepest regret for your inconvenience caused. We are adamant about changing your opinion about us and please allow us another chance.”
There are a few things companies do that will make sure I don’t return but telling me you’re sorry when you and I know you’re not, is at the top of the list.
Customer comments, but especially the complaints are a gift from the customer. How else will you truly know what your customer is experiencing? Your customer has taken their precious time to complain in person, email you or call to tell you what was wrong, giving you the opportunity to learn firsthand what is working and what isn’t. Not all complaints are valid and not all are the same but as Bill Gates pointed out: “Your most unhappy customers are your greatest source of learning”.
So how should you answer the question?