Tampa, Fla. - In business several years now, RedZee.com can boast a long list satisfied customers.
"Last year I read a warning about buying advertising from specialty search engine RedZee.com,"
Stewart says he doesn't know the specifics of the case because that person apparently never went to RedZee.com to complain. Instead they went on a blog and did it very publicly. Stewart says he doesn't even know if it happened.
"No one checks these blogs to make sure the writers are being truthful," says Stewart. "Had that person come to us I can't imagine it would've come to this. But we can't change what we don't know about."
Studies show that the vast majority of dissatisfied customers will never come right out and tell you they're unsatisfied. They just leave.
Stewart says in this case, if there was a dissatisfied client who complained he would've seen it as a great opportunity to change that person's mind and retain his business.
Experts say even the best products and services receive complaints.
The book Growing Your Business has these suggestions to dealing with customers that Stewart agrees with:
Let customers vent their feelings. Encourage them to get their frustrations out in the open.
Never argue with a customer.
Never tell a customer "You do not have a problem."
Share your point of view as politely as you can.
Take responsibility for the problem. Don't make excuses. If an employee was sick or a supplier let you down, that's not the customer's concern.
Immediately take action to remedy the situation. Promising a solution and then delaying it only makes matters worse.
Empower your front-line employees to be flexible in resolving complaints. Give employees some leeway in deciding when to bend the rules. If you don't feel comfortable doing this, make sure they have you or another manager handle the situation.
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