Wednesday, 25 August 2010

Why complaining customers can be good

Ok, that might be a bit of an overstatement, and reading this post from Mashable might make you wonder why I'm talking about this at all. The Mashable post isn't really aimed at one man band developers and small scale companies, but even so there will never be a time when you have 100% of your customers satisfied, no matter what.

I've worked in a variety of organisations from public to private sector all of whom had terrible ways of dealing with people who wanted to complain. The common theme with all of these organisations is that no one was prepared to listen, and on the occasion that someone did the complainer would often he more than happy just to have someone hear them out.

Often complaints can take up a huge amount of time, but dealing with them effectively can give you an opportunity to turn the situation into a testimonial that you can use on you site or blog.

Obviously, some people just like to complain and there's nothing you can do about it, but trying to turn around some complaints could mean that you get some return on the time it takes to deal with them.

I hope that you find this useful. If you have suggestions for future articles or if there's anything in the article you want to discuss further then please email me at If you like this article then please consider sharing it using the buttons below.

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