Home Business Start Up|Customer Complaints

Handling Customers Complaints is an Important Skill to be Learned by Home Business Start Up Operators

Handling Customer Complaints|Home Business Start Up

A new home business start up does not expect to get too many complaints; but it is better to hear about a complaint than to have ones you don’t hear about. Your job in handling customer complaints is to make the customer feel as though they are right (whether you think they are or not).

When handling customers complaints, don’t make the mistake of thinking that the problem is a trivial one or that the customer is at fault. As a home business start up, your job is to assess just how annoyed the customer is and then set out to make them feel better. Admit to being at fault (even if you don’t think you are); rectify the problem speedily; and follow up to make sure the customer is really satisfied.

As a home business start up, if you do receive a complaint, it is important to keep a log so that you can see if there is one area causing the complaints and why this is happening. Handling customer complaints may require you to investigate further.

When you get busy it is sometimes pretty difficult to remember everything that you have done (or not done) when handling customers' complaints. It is very important for a home business start up operator to know just what the complaints are - otherwise you cannot ‘fix’ them to ensure they do not occur again in the future. If you do not get any complaints - then well done! But it is still important to have procedures in place to handle any that might occur in the future.

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1. This template will provide a log where you can list ‘what’ and ‘how’ you handled customer complaints
You can access your FREE Template here

2. There is also a bonus e-book which will give you information on how to look after your customers. You will learn how to target and reward customers; how to get customer loyalty, how to setup new markets; and how to use the Internet to reach your customers.

Case Study

Hillia had a phone call from a customer who was complaining bitterly about poor service she had received. Hillia knew about the incident because her staff member had already told her how unreasonable the woman had been and that nothing she seemed to do was ‘good enough’.

Hillia immediately said “I am so sorry. What a terrible thing to happen. I would have been upset too, had I been you. It is entirely our fault. Let me tell you what I am going to do to show you just how sorry we are about the incident. I am sending you a double ticket to the movies. I do hope you can enjoy a couple of hours without the pressure and stress of your business. I would love to hear back from you as to what movie you go to and how you enjoyed it. Would that be satisfactory?”

All of a sudden the situation was diffused. How could the irate customer be anything else but subdued? She had nothing else to complain about as the ‘boss’ had admitted to being wrong and had offered an ‘olive branch’ to boot. The complaints of a dissatisfied customer travel faster and do you more harm than any good comments they may make.

TIP

Always try to put yourself in your customer’s shoes. How would you behave - what would you feel, if something similar happened to you? Then ask yourself what would you like to happen to make you feel better? Then do it!

Low Cost

How To Run A Business from Your Kitchen Table will provide valuable information for the home business start up, including hundreds of marketing tips that you can utilise in your business.

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