Tag complaints


Stress, Complaining and Lost Business

Stress, Complaining and Lost Business

I came across this article “15 Statistics That Should Change The Business World – But Haven’t” which identified 15 pieces of research that show how important customer service is in retaining and developing business – much more so than the quality and price of the product or service being sold. This led me to think…

Positive Social Media Interaction

Positive Social Media Interaction

Some businesses have trouble dealing with criticism online. If you have an irate customer bad mouthing your business on social media, how would you respond? This article on The Guardian Small Business Network has some sensible advice for anyone unsure about how to handle negative feedback on social media, including the importance of listening carefully…

Waiting for complaints to respond to is normal. Going looking for them is better

I was talking with a bunch of business owners the other day and was explaining a phenomena called The Complaint Iceberg. I’ve written about it a bit more here. To bring the concept to life I asked if anyone had gone to a restaurant, as an example, and Had a bad enough experience that they…

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