Five Unconventional Methods Companies Have Used To Solve Complaints

Customers and businesses are essentially relationships between individuals; and, like any relationship between two or more individuals, misunderstandings or mismatched expectations can easily occur. How businesses respond to complaints has a direct effect on how customers view that business, as well as how they will relay the experience to future/prospective customers. Statistics show that when a customer has a negative experience, he will share it with up to 20 other people (compared to sharing with 2 to 5 if positive.)

5. The Over-Compensation

When trying to heal a relationship with an injured customer, several companies have used the “over-compensation” method. This involves allowing the customer to voice his opinion while offering an apology, and after a day or two, mailing him a gift card with a personalized letter from the company’s president.

4. The Return Invitation

Other companies, attempting to recover from lost business after offending a customer, have learned the advantages of inviting him back with the promise of a discount. Many hotels, after surveying former guests, discovered their repeat business was in decline due to a negative experience. After writing apology letters to their customers, the hotels mailed discount coupons, in a sense, guaranteeing their repeat business.

3. The Use of Social Media

Sites such as Twiiter and Facebook are now important parts of our lives; and the same way that customers have left feedback after their experiences on Ebay, some companies have invited customers to text/describe their experience.

Companies allocated resources for dedicated employees to follow up on these sites; if the tale was negative, they contacted the customer, apologized, compensated him, and asked him to revise/upgrade the recounting of his experience.

2. The Make Up Lunch

A few companies have adopted the policy of inviting the customer to lunch, allowing him to vent, and making him feel important. This reassures the customer that he is important enough for his opinion to be heard on a personal level.

1. Prevent Complaints by Understanding the Customer

Many companies have invested in efforts to recognize/understand problems, identifying if a specific issue is an ongoing event or an isolated anomaly and how it will impact operations.

Madyson Grant writes on behalf of Mindshare Technologies, a company that helps clients understand customer issues and accomplishes this by measuring, collecting, and analyzing the data, by a process called Mindshare text analytics.

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