Customer complaints are like medicine. Nobody likes them, but they make us better. Identifying customer concerns and proactively responding to them with the aim of customer retention, can only improve your business's bottom line. Learning to love your customers' complaints is crucial, and here is why:
1. If your customers complain, it shows they care. Think about it: your customers could have easily went to any other establishment, but they chose yours. When they came, they expected certain level of service, food quality, or experience. When your restaurant failed to deliver, your customers could have easily not said anything, but instead provided you with a valuable information for which most people have to pay. Use the data, and remember there was a reason they visit at a first place.
2. Complaints provide you with an opportunity to improve your restaurant performance. Without the complaints you may have never found out your establishment's weaknesses, and that's your hard earned money poured down the drain. Knowing exactly what you need to work on, can only put you ahead of your competition and increase your bottom line.
3. Complaints give you a second chance to impress your customers. Unhappy customers will always cost you more than a refunded meal for example because they will tell not only their friends but everyone else they meet about their experience. Always think about the big picture when dealing with unsatisfied customers. Make a point to please them, and 8 out of 10 times you'll be able to get that customers to come back.
Do you love your customers' complaints? Share your opinion, and connect with us on Facebook and Twitter.
1. If your customers complain, it shows they care. Think about it: your customers could have easily went to any other establishment, but they chose yours. When they came, they expected certain level of service, food quality, or experience. When your restaurant failed to deliver, your customers could have easily not said anything, but instead provided you with a valuable information for which most people have to pay. Use the data, and remember there was a reason they visit at a first place.
2. Complaints provide you with an opportunity to improve your restaurant performance. Without the complaints you may have never found out your establishment's weaknesses, and that's your hard earned money poured down the drain. Knowing exactly what you need to work on, can only put you ahead of your competition and increase your bottom line.
3. Complaints give you a second chance to impress your customers. Unhappy customers will always cost you more than a refunded meal for example because they will tell not only their friends but everyone else they meet about their experience. Always think about the big picture when dealing with unsatisfied customers. Make a point to please them, and 8 out of 10 times you'll be able to get that customers to come back.
Do you love your customers' complaints? Share your opinion, and connect with us on Facebook and Twitter.
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