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Customer complaints are better than silence
The ones you don’t hear from are the biggest concern
It’s not always bad when you get a complaint from a customer.
At least they’re vocalizing the things they’re disappointed about and you can address it — sometimes they even end up a big fan after you fix something.
The customers I worry about more are the ones you never hear from who just leave. They run into some sort of issues with your product and just decide to take their business elsewhere, without saying a word to you.
You never get the chance to correct things for these customers and you don’t learn something you could have used to rescue them or future buyers.
Take the feedback and grow, even if it’s negative
Feedback is fantastic. As a marketer, I’ve come to appreciate every interaction I can have with a customer.
There’s so much you can learn, even in just a few minutes, about what someone thinks about your product, how they use it, how they’d improve, and how they found out about you. It’s like a focus group on one.
Embrace these moments. Let the customer know how much you appreciate them sharing their concerns, and do everything you can to correct the situation.
