The last thing you want to have to deal with as a small business is customer complaints, but customers can and will complain. Your job is to minimize the number of grievances raised. In order to do this effectively, you need to know the most common causes of customer complaints and what you can do to avoid them, So, without further ado…
The Common Causes of Customer Complaints
All companies get complaints. You just have to look at peninsula business services complaints or complaints about apple to see that. By doing so, it is possible to determine some of the biggest reasons why customers complain,and they include:
Not Getting What They Were Promised
This is a big one.If you tell a customer they’re buying a 24 carat gold product and you only deliver a 9 carat gold product, or if you tell them their work will be delivered in 3 days and it takes 6, they’re going to be, at the very least,pretty annoyed with you
In this case, the solution is pretty simple – don’t promise your customers anything you can’t deliver. Always be straight with them, even if that means your pitch isn’t impressive, and they won’t have reason to complain.
Bad Customer Service
Even if your product is fine and you deliver everything you said you would on time, you could end up being hit with complaints if your customer seel like they were dismissed,spoken to rudely or ignored completely by customer service.
To ensure that this isn’t an issue for you, ensure that your customer service reps are trained extensively, monitored regularly and have all of the tools they need to make their work easier,more efficient and simply better for all involved.
Small Print and Hidden Costs
Customers like to know what they’re getting and how much they’ll be expected to pay upfront.
So, if you don’t want to get on their bad side, make sure that your pricing policy is transparent and small print is not only kept to a minimum, but is made as easily visible as possible.
Leaving Issues Unresolved
If your customers have an issue, even if you think it is no big deal or you consider them to be unreasonable, they don’t,and they will complain if you leave their issue unresolved.
To prevent complaints due to this issue, what you need to do is listen to what your customers are telling you and do your best to come to a solution, even if it feels like too much of a compromise. It is, after all, better to do that than end up with a barrage of complaints that could make you look bad and put off new customers from purchasing your goods and services.
Difficulty in Making Contact
Quite often, customers will resort to complaining about a company or product if they cannot find an easy way of contacting staff with their issues.
Luckily, this is very easily solved by prominently displaying your contact information on your website.
Now you know the most common causes of customer complaints and what you can do to (hopefully) prevent them, things should run a lot more smoothly.