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Answer Upon - A Complaint? It's a Compliment! - 7 Tips for Dealing with Complaints at Trade Shows
To listen to some Christian people talk, anyone would think that business is something of a lower calling compared to other pursuits.In reality, the Bible has heaps to say about business – much of it positive.I will never forget sitting down to lunch with a famous evangelist a few years ago and asking him how he managed to afford to hold such huge crusades in poor, third world nations...I’ll always remember his reply...“When you preach the gospel to the poor – someone has to foot the bill”Remember that the next time you are tempted to feel guilty
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out f
If you own a lawn or landscape company, you will eventually lose some customers. Most customers will not even tell you why they are letting you go. At many times this will come as a surprise to you.This can create a bad image of you and your company in the customer's eyes.And believe me, they have the potential to let many people know.In my opinion, it can be most damaging when you are maintaining many properties on one street or area. Some of these neighbors have a much stronger bond with each other than with the lawn business owner. If one customer drops you, the others may jump s
What made you mad last week?
In the past week, how many times were you upset by something? What action did you take? Complain to the neighbors, make a snide remark to a co-worker, post it on a list or email a group? Did you just gossip or did you try to make it into a positive experience? They say we complain to ten people for every one compliment about a product or service.
Did you call the manager of the company, write the company president, email a suggestion for improvement? Probably not. You were upset but not enough to take action. Or you thought you’d be perceived as a whiner. Or that nobody would do anything because you’re nobody special.
Complaints are Compliments
People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.
It’s one thing to have complaints come into your office and have them solved. It’s quite anther when the complainant shows up at your exhibit. So, when you’re on the trade show floor, and folks show up with complaints, welcome them. This is an opportunity to gather market intelligence, find out what’s really happening with your product and service and keep a client.
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales
staff, you should expect some negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out fo
No matter how well you have prepared for your interview, chances are you would be confronted with questions you don't know how to answer. In this case, don't get nervous. You have to accept that you are not invincible. And sometimes it might just be a trick your interviewers use to test how you respond to difficult and tough questions on the spot. They want to observe your behaviour under embarrassing and difficult situations.Use the Seek-And-Reply technique. It allows you to Understand more clearly the interviewers' question. Gain rapport with your interviewers and en
Complaints are Compliments
People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.
It’s one thing to have complaints come into your office and have them solved. It’s quite anther when the complainant shows up at your exhibit. So, when you’re on the trade show floor, and folks show up with complaints, welcome them. This is an opportunity to gather market intelligence, find out what’s really happening with your product and service and keep a client.
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales
staff, you should expect some negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out f
If you are looking for a condominium, New Condos Online has some amazing deals that will connect you to the right real estate decisions. This will ensure that you can have a condo to live in or one to rent out. Client education is a large part of my customer service philosophy and the best way to understand what it is like in a particular condominium is to hear it straight from the residents living there. If you decide to buy condominiums now, you will be facing a very good financial decision. You might be curious as to why condos are selling. There are there a record number of units for resal
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales
staff, you should expect some negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out f
Part I of this article covered what to avoid when giving a business gift. If you missed it, I suggest you go back and take the time to read it.Now onto Part II: Giving corporate or business gifts can help you stay in touch with prospects and clients. It can also help you show appreciation for someone's business, establish new relationships, mend relationships, obtain referrals and build customer loyalty. Follow the guidelines below to ensure that your business gifts are effective:Good Choices for Corporate Gifts: replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out f
As you will soon find in the following paragraphs, I believe it is possible as a therapist to help people and make a good living while enjoying an enviable lifestyle. Today a mental health practitioner in private practice faces this choice: Either work under contract for a profit-driven managed-care company and accept whatever fees and conditions they decree, or find clients who are willing to pay out of pocket for high-quality services.Yes, you can decide to operate primarily outside of managed care.I have, and so have hundreds, maybe thousands, of therapists. To do this, you need
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticipated a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct information and pass it along discretely to the proper
persons within your firm.
Remember, a complaint really is a compliment.
Enjoy your next show!
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