No matter how hard you try to avoid it, you will hear complaints from customers about your small business.
That idea is right there with death and taxes, really. But according to GetFiveStars.com, an overwhelming majority of these complaints can be avoided. New data from the company that created a customer feedback platform that encourages you to seek reviews shows that about 67% of all customer complaints should never really happen.
Get Five Stars asked consumers what a big deal would cause them to complain about a local trader. More than a third (34%) said that one lack or bad customer service a negative examination of a company would be unlawful.
But there is more to this. Another 23% said rudeness and bad attitude towards customers also attracts their anger, so much so that all they have to do is yell.
Even more, eight percent said long queues at stores or too slow service would cause them to moan. And another two percent publicly restrain themselves when they meet employees who lack knowledge about a product.
In total, 67% of customers say poor customer service – in one form or another – to them will lead to complaints about your business.
Half of the remaining respondents had random responses to the survey, at least nothing so frequent that it could be identified. Meanwhile, another eight percent say shoddy products will be the subject of a complaint. Other big drivers of complaints include high prices (five percent), a lack of product selection (three percent) and the general filth of your business location (two percent), according to GetFiveStars results. .
Going back, it seems that most customers are willing to make a complaint about your business when they are directly treated poorly. Lack of or poor customer service and rude employees account for almost 60% of all complaints.
GetFiveStars co-founder Mike Blumenthal recently told Small Business Trends in an interview that both of these issues could be systemic within your small business.
Poor customer service, he said, is usually a complaint against a company, but rude employees are usually a personal complaint (a customer versus an employee). However, a rude employee or generally unreachable staff could be a corporate culture issue, Blumenthal added.
“There are companies that just don’t care,” he said.
Fewer customer complaints is the return on investment of better customer service
But even though customers will complain as long as the sky is blue, that doesn’t mean your business should ignore them. In fact, dealing with all complaints is very beneficial to your business… and quickly too.
“I see complaint resolution as a huge ROI (return on investment) opportunity,” said Blumenthal. “You have a 93% chance of getting them back (as a customer). “
How do you deal with customer complaints? Blumenthal says that creating a complaints handling system is paramount. Identify the actions your business should take when a customer has a problem.
Create a system that identifies and even tries to regulate how complaints are filed (online forms, in-store boxes, etc.) Decide who in your business should handle complaints and even put a system in place to resolve the issue.
Image: Small Business Trends via GetFiveStars.com