How and Why to Encourage Customer Complaints
How to Encourage Customer Complaints
(i) Open Details
The best way to encourage complaints and comments is to have open contact details. Include a contact address, phone number, and email address on all correspondence, allowing customers to contact you immediately and easily in the event of a problem. The quicker they can contact you, the quicker you can solve their problems.
(ii) Friendly Staff
Having friendly and helpful staff will encourage customers to talk about problems they are having with your business, helping to solve problems before they happen. Friendly staff will also help you to deal with complaints, listening to customers rather than trying to argue with them.
(iii) Comment Slips
Give customers the opportunity to tell you how they feel about your business. Provide them with comment slips or invite large customers to speak with you personally about how they feel about your business.
On correspondence, state that you are open to contact on problems, e.g. “If you have any problems, do not hesitate to contact us.” Etc…
If you invite comment, then people are more likely to respond, giving you a better look at the both the positive and negative areas of your business, and allowing you to deal with them as necessary.
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