An Unexpected Way to Handle Complaints About Your Business

Let’s talk about what most business owners never want to hear–complaints. But I don’t mind them. In fact, I appreciate them. In that way, maybe I’m not most business owners. Don’t get me wrong, there’s nothing

But I don’t mind them. In fact, I appreciate them. In that way, maybe I’m not most business owners.

Don’t get me wrong, there’s nothing I enjoy about hearing that something didn’t meet expectations. Sometimes snow storms hit and deliveries are delayed and yes, there are bound to be people who are disappointed but I’ll take someone who tells me and allows me and the TQ team to make things right any day over someone who just complains to anyone in hearing range but me.

You’ve no doubt seen disgruntled customers of businesses take to social media to air their grievances. If you can help it, you never want to be that business. But if someone tells you what’s going wrong and gives you the opportunity to make it right, well, doing so publicly can help you improve your reputation.

First, before telling you about this super simple way to handle business complaints, I want to be clear that I’m referring to complaints about things that are legitimate and non-trolling. Some people will troll your site or social media and say things that are negative about your company for no reason. A friend of mine received a one-star review from someone who wasn’t even a client. But just try to get that fixed on Google.

I’m not talking about those people.

I’m referring to customers who have taken time out of their day to tell you something that could help your business.

When they do, there’s a simple and effective way of “dealing” with them. Send them a handwritten thank you card and an offer to try you again.

What?

Yes, I just advised you to thank them. You should appreciate that they reached out to you. Yes, the complaint might have been because of a slowed delivery thanks to Mother Nature but they still valued you enough to let you know they were dissatisfied. They could’ve just sworn to themselves and all of their friends that they would never use you again. Instead, they told you and gave you an opportunity to win back their business. You should never underestimate that power. They’re allowing you to wow them again.

Use it.