Some days I used to dread answering the phone. Why? Because some days it seemed like everyone had a complaint! Back in the early days of our cleaning company, I used to take those complaints personally. How could we make a mistake and how do I keep it from happening again?
Over the years I learned that most customers who call to let us know about a problem are giving us an opportunity to correct the issue so we can improve our process and employee performance. Had they not complained, chances are they’d be complaining to someone else. And we certainly didn’t want that someone to be a competitor!
Read today’s feature article to learn more about why it’s a good thing to get your customers to complain.
