When a customer complains about your product, ask yourself first whether they have a point.
Do not panic. Why? Because your sad customer can be a blessing in disguise. This is an opportunity for you to show the customer how professional you can be. Also, if you can handle the dynamics of the conflict well, you might create for yourself an advocate.
There are so many things that you can learn from an unhappy customer.
Lesson 1: You can now see your flaws
Nobody is perfect. No matter how great your product or business structure is, there are still bound to be some errors that may skip your eye. A customer’s criticism can help expose these flaws. It might be difficult for you as a business owner to see or admit your weaknesses.
Therefore, when a customer complains about your product, ask yourself first whether they have a point.
Think about what went wrong and how you can help fix it. For the most part, our ego and familiarity with the product can cause it to be challenging to see the flaws of our business. It may take a customer’s complaint to make you realise the business’ real weaknesses.
The truth is that as bad as a criticism might make you feel as a business owner, you would feel worse if your customers left. So, complaints are a better alternative.
You should count yourself lucky if your customers make complaints as stats show that only 1 in 26 unhappy customers complain.
Feedback, either positive or negative is necessary for the growth of a business. This is the reason successful companies love to get feedback from their customers in the form of surveys and reviews.
Lesson 3: Expectations are just as important as the product itself
In some cases, the problem may not be with the product, but the expectation you have built around the product with your advertisements.
Take a review, were you setting the bar too high for your product? Were you making everything clear enough?
The solution to a customer’s complaint might be better communication of what they should expect from the product.
Lesson 4: Every complaint is worth addressing, no matter how invalid it may sound.
In some cases, the problem may not be with the product. The complaint may be petty and silly.
I understand that it may be frustrating to deal with a situation when you are not in the wrong. Still, you have to approach the job in the best way possible. Respond to the harsh words with kindness and courtesy.
By doing this, you will gain the respect of the customer.