"Don't tell your complaint to one who has no pity."
Irish proverb
If your business results in customer complaints, is your goal to deal with them because you must, or do you wish to resolve issues to the satisfaction of those who complain?
Your answer defines what could be called your "pity", which at the same time could also be called your own "self-interest".
If the former, don't be surprised if you have fewer and fewer complaints, the result of having fewer and fewer customers.
Too many managers look at customer service as a cost. What they should compute is the cost of a lack of customer service.
ReplyDeleteI couldn't agree more. Just as there is potentially more savings than cost in preventative medicine, preventative maintenance, etc., so too is there potentially more savings than cost in addressing customer issues before they become more serious.
ReplyDeleteHowever the "potentially" part means you must do it right as opposed to simply doing it, which a lot of companies do not do.
we have determined the cost of not addressing customer complaints. we estimate for every $1 we spend in customer relations activities, we prevent $7 in lost sales
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