What do we do?

What do we do?
We DO custom caps!!!

Thursday, April 28, 2011

Complaints are good business.....

Complaints against a competitor have always been viewed as an opportunity to get new or more business when, in reality, the best opportunities for new and improved business originate from complaints against ourselves.

Not too long ago, one of my customers had cause to complain about a product we sent them. I wish I could say it was our first complaint, however, it was the first complaint that we viewed as an opportunity for professional growth.

If things are always going smoothly then there is little opportunity to learn about our customers and our own strengths and weaknesses. It is a test of character to be able to meet a challenge head on and turn it into a golden opportunity instead of a disaster. A complaint turned into a compliment is the best word of mouth advertising you will ever have.

The original result of the complaint was fingerpointing, discouragement and a growing hostility between the customer and each of the companies who, at one time or another, touched the product on its way to the consumer. Of course, all this bickering did was magnify the failure rather than focus on the problem.

We stepped into the fray to take responsibility for identifying the root cause of the problem. There was an almost audible sigh of relief from everyone else touching this situation. As we worked backwards from the unacceptable results to identify the root cause, our credibility with the ultimate customer and with each of the parties involved in creating the final product grew.

Our research brought us into immediate contact with individuals who previously were unreachable. We not only worked our way through the issues, we began developing relationships with the people who are in a position to direct request for quotes just as easily as they could aim their guns of displeasure.

Upon determining the cause of the complaint, we immediately took steps to modify our procedures and provide replacement parts. Internally this helped us to improve our procedures and externally took what could have been a disaster and turned it into a customer satisfaction experience.

As our customer told us - we are none of us 100% perfect (although that is what we strive for). What separates the men from this boys is how a company responds to challenges put in their path.

I hope, by sharing this little bit of professional angst, I have given you some ideas that you can put in place to help your company through a potentially turbulent time.