You’ve been running a small business for a number of years now, and it’s continuing to grow. You pride yourself on guaranteeing customer satisfaction. In fact, your brand depends on it.
As your company expands, your methods may need to adapt. One thing you want to continue is keeping customer complaints to a minimum. In practical terms, how can you go about doing this?
Be open to feedback
As the boss, you can implement policies, procedures, staff training and much more. However, one of the best ways to get to know your customers is by inviting feedback. Technology can be utilized to help you with this. Customers don’t have to take up much of their time having in-depth conversations with your staff. Instead, you may consider offering an online feedback questionnaire with each purchase or interaction. These can even be done anonymously so that the customer feels secure.
Managing expectations
You have a reputation for delivering on your promises, and as you expand, this is something you want to keep. Many companies fall into the trap of making unrealistic guarantees in an attempt to fend off the competition. If you promise to deliver something for a client and don’t fulfill this guarantee, this is likely to reflect badly on your company and you’ll probably see an increase in complaints. Generally, it’s much better to be open and honest and stick to your end of agreements.
Keeping customer complaints to a minimum can not only assist your profitability but may also reduce the risk of potential litigation. If you are involved in any kind of business dispute, it will benefit you greatly to seek some legal guidance.
