Why complaining customers can be a good thing for your business
July 21, 2010 | 2 comments
We’ve mentioned before that no one is perfect. As a business you will never have 100% customer satisfaction, which you just have to accept. But how can getting negative feedback be good for business?
Susan Payton discusses over on Mashable why it’s a good thing your business gets negative feedback, and how to deal with it effectively.
No matter how you interact with unhappy customers, the point is not to brush them off, and make sure you learn from it. Don’t just pretend to listen and then go on doing business as usual. Take the feedback as constructive criticism that can help you determine your company’s future. How you handle your failures could make you or break you.
Being a user review site, we handle a range of customer feedback, roughly 20% of which is negative (1 or 2 star reviews). The negative feedback is far more important than the positive. Don’t ignore it, take it on board and make the necessary changes to improve.
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[...] week we mentioned why it can be a good thing to get complaining customers. We came across another useful article, this time by Niall Harbison on Simple Zesty, who talks [...]
totally agree, without people telling you where you go wrong its difficult to improve. Negative feedback can be seen as a positive