Nobody likes to deal with an unhappy, disgruntled, complaining customer. However, statistics suggest that when a customer complains, we ought to be happy about it!

Consider this: For every customer who lodges a complaint, there are 24 MORE customers who have had similar experiences, but didn’t complain!

How many of you have had a bad experience at a business? And yet, you didn’t tell anyone who could do anything about it, did you? But you did tell someone! You told your friends, your co-workers, and your neighbors. You told everyone except the business owner or manager!

Your unhappy customers (don’t kid yourself, everyone has unhappy customers) will complain to SOMEONE, but probably not to YOU. Consequently, when a customer DOES complain to you, be happy about it. And handle the complaint professionally and promptly.

How do you know when a customer is dissatisfied? Only when he or she complains! And since most unhappy customers won’t complain (to you), you need to ask them. Invite your customers to give you feedback. Ask them to grade you on your performance. Give them the opportunity to provide comments in writing, or via voice mail.

Welcome the complaining customer! And you can reduce the overall number of complaints and the negative impact that occurs when dissatisfied customers complain to everyone but you.
For more suggestions about how to improve your customer service, call Ziglar Training Systems today at 800-527-0306

For more on the subject of how to be successful, read Zig’s popular book, “Success for Dummies,” published by IDG Books. It’s at your bookstore, and it’s also available from http://www.zigziglar.com.