YOUR SERVICE SUCKS – BUT WILL THEY COMPLAIN? – 3 OBSERVATIONS It is essential to have an efficient complaints management system. Every business slips up, and the manner in which a business addresses a slip up can be the difference between a good outcome and a bad one. Indeed, an effective response to a complaint […]

YOUR SERVICE SUCKS – BUT WILL THEY COMPLAIN? – 3 OBSERVATIONS It is essential to have an efficient complaints management system. Every business slips up, and the manner in which a business addresses a slip up can be the difference between a good outcome and a bad one. Indeed, an effective response to a complaint can turn a bad situation into an opportunity. One of my businesses once complained about some software purchased. The response was swift and thorough, and the outcome exceeded our expectations. As a consequence, our manager placed highly complementary comments on social media. We all accept that businesses make mistakes. It is how they respond to those mistakes that is the true measure of service. But, how many people who receive bad service actually complain? Research in the United States suggests that only 4% of people who have a bad experience go to the trouble of…