Please give me more complaining customers!

Especially premium customers work hard for their money. Therefore they expect a lot if not perfection from the products and services they pay for. Already small mistakes can lead to a mayor disappointment. A complaining customer often only questions a product or service detail and not his willingness to stay a loyal customer. Briefly said: good customers complain - bad customers just leave. Unfortunately, many sales people take complaints ‚personally' and/ or dispose of the complaints in a standard way. And at that point in the process, this behavioural mistake from the sales person is taken even worse by the client.

This is how you can make it better:
Develop the right attitude:
Sell your products, services, yourself and your management of complaints thus your improvements. Oblige yourself to always go the 'extra-mile'.
Take complaints seriously: Commit yourself to take every complaint and customer's opinion seriously. Listen attentively to your clients, make sure to understand exactly the root of the problem and ask what he expects (instead).
Follow-up on your promises: Ask actively for the customers' expectations of how they think the complaint should be handled and offer even more than they ask for.

Talk to your customers actively:
Don't just wait for complaints, rather approach your customers actively especially if you expect unease or unexpressed dissatisfaction. This might be the case if for example regular customers haven't been in contact with you for quite a while or if you feel that the atmosphere has cooled down distinctly.

Manage quality:
Enter your customers' complaints and the reasons for them systematically and check if these have been improved. Also, sometimes put on the 'hat' of a customer and see if you can see any problems or complaints yourself.

Nobody is perfect and your products can always feature a small bug or mistake. But if you manage the resulting complaints professionally, you can benefit from your customers that complain and you can turn them into even more loyal customers! More information: info@vc-me.com sales news