Tag Archives: complaint management

Why It’s Better To Ask For Forgiveness Than For Permission

The value of acting promptly and making a mistake requiring forgiveness is greater than the value of delaying to get permission! Let me explain you why…

Most companies fail to deliver excellent customer service because their employees are not empowered to make the right decisions the moment it counts most to make the customer happy. They need to check with their managers first delaying any helpful response, and making it frustrating for the customer to do business with you. Empower your employees to make the customer happy the fast and uncomplicated way. Your customers have a choice to do business with you, or the competition across the street.

Screen shot 2013-12-08 at 6.31.07 PMIf it’s the right thing to do and in the best interest of the customer, your company and colleagues, go ahead and do it. You’re not going to be 100% right all the time, but we’re working in the service industry and are not performing heart surgery, so trust me most mistakes can be sorted out later. We need to go back to the roots and focus all of our energy and efforts on making the customer happy. This is the only way to differentiate ourselves from the competition and ensure that we stay relevant. Continue reading Why It’s Better To Ask For Forgiveness Than For Permission

5 Benefits of Effective Complaint Management

Things go wrong all the time and when they do, it’s important to recognize and fix the problem, to follow-up with everyone involved and learn from it so it doesn’t happen again and again. That’s easier said than done since most managers prefer to keep themselves busy by putting out fires and look like heroes, rather than to face the real challenges, the root causes of the fires, and to make the tough decisions that would really change things to the better. But one way or the other customer complaints are unavoidable and depending on how effectively your team manages them it will make or break your organization.

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Image courtesy of Stuart Miles at FreeDigitalPhotos.net

Besides the obvious benefit of having a problem temporarily go away and the pain that comes with it, and turning an upset customer into a happy one, the 5 main benefits of effective complaint management are:

  1. It creates a customer focused culture. Having your team understand the true value of every guest who is walking through your doors is fundamental for the success and long-term profitability of your business. Understanding that a guest is not an interruption of your work, but the reason that you have a job is crucial.
  2. It reduces the operational cost. Effectively managing a complaint and ensuring that the guest is satisfied with your service recovery, will reduce your expenses and cost in the long-rung, as you may otherwise end up having to reimburse more than necessary to keep the guest from talking bad about your business.
  3. It reduces the cost of winning new customers and increases customer loyalty. The return rate of a guest that was satisfied with his or her stay at your hotel is less than the one who experienced a problem at your hotel that was solved to his satisfaction. Why? … simply because your customers know that things can go wrong, but it’s important that when they do, that they can trust your organization to take ownership and get it right.
  4. It reduces any brand and market damage. Solving a guest complaint to the customers satisfaction not yours, hopefully stops your client from talking bad about your business or commenting negatively about the service experience on social media.
  5. It enhances the customer experience and increases sales and profitability. A happy guest as a result of effective complaint management will spend more at your hotel, stay longer and more often. Even more importantly a happy guest will tell his or her friends about it and act as a brand advocate.

Question: Can you think of any other examples of effective complaint management?

The 7 Deadly Sins Of Complaint Management

Getting a guest complaint is always an opportunity to turn an unsatisfied customer into a loyal advocate of your business. Understanding the value of focusing on training your employees on how to handle guest complaints and effectively manage guest expectations to prevent complaints from occurring in the first place does not only boost a customer focused environment, it also fosters a winning culture.

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Image courtesy of Stuart Miles at FreeDigitalPhotos.net

While we hopefully always have the best intentions in mind when dealing with an upset customer, the outcome may not always be positive. Better understanding the 7 deadly sins of complaint management will help us to be more conscious of the do’s and do not’s when facing an angry customer the next time. Continue reading The 7 Deadly Sins Of Complaint Management