a complaint is just a gift in disguise

Sure, that statement might sound like something grandpa marketing would say.

But consider this Church of the Customer story that serves as a reminder that every single communication you have with a client is an opportunity to turn them into a roaring fan.

Did you know that customers who complain and are then ultimately satisfied are up to 8% more loyal than if they had no problem at all?? Complaint = opportunity. Run with it.

1 comment:

Kara Parlin said...

Bad customer service is a huge pet peeve of mine. It doesn't usually take much to do the right thing.

This winter we bought a snow tube from a mom and pop sporting store. Three runs down the hill, the seam ripped completely apart. We were shocked that they wouldn't take it back or even exchange it. Even Wal-Mart would have given a refund!

The outcome: We vowed never to shop that store again even though generations of our families had shopped there.

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