Every business receives customer complaints from time to time. When bad reviews and upset clients disrupt your company’s image it is important to look past the troubles to see the opportunities that these moments of adversity can present. You will then discover how easily this problem can be converted into a branding win.
Convert any customer complaint into a win for your brand by employing these 3 tips for success:
1. Use the complaint as a learning opportunity for both management and the employees. Employ educational tools to further this initiative while sharing these steps with the general public.
2. If the complaint is surrounding a certain moral value or ethical view point, take a moment to share with your audience where your company stands on certain topics.
3. Consumers love honesty. Admit to the mistake, offer a clear action in response and then move on.
Keep in mind that before you can turn a negative into a positive, you must first rectify the issue. Making that one customer with the complaint happy should be your first priority. Only when that is addressed can you then tackle the bad publicity.
Grand Marketing Solutions is a full-service marketing firm located in Lake Bluff, IL. Catering to businesses both large and small, we provide a wide range of services from online social media management to graphic design and direct mail printing. We are dedicated to helping our clients further their brand using proven strategies effective for today’s market.