Thank customer for their complaints
And here are some additional thoughts on this topic…
When a customer complains, they’re usually telling you they want to remain a customer but you need to make some changes. Or they’re trying to help you improve the quality of your business. Most complaints are extremely useful information, if you use it as such.
Too often we focus only on the emotional aspects of complaints. We get defensive and try to justify the source of the complaint. Or we turn a deaf ear and ignore the feedback. It’s too bad because when we do either we are almost guaranteeing that customer will go elsewhere.
Next time you get a complaint be aware of these two natural reactions, so you can prevent them. Replace them with the attitude that the customer is giving you valuable feedback (and doing you a favor). Then act on that and see what your response is.