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A message from Caroline Lovett
No matter how well-run your business is, customers won't always be happy and mistakes will be made. But complaints aren't something to dread or avoid. As I always say "mistakes happen, it's how you fix them that counts". A well-managed complaint can turn an unhappy customer into your best promotor.
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That said, prevention is better than cure. One way of preventing complaints is to engage a mystery shopper - a service offered by Credible Source Solutions - to get a customer's perspective on your business. I've had the opportunity to do some mystery shopping recently and these are the common issues I've found...
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- Customers not being acknowledged or welcomed by staff when they enter the store or business premises.
- Staff making assumptions about the customers' preferences e.g. assuming a customer can't afford something.
- Staff missing customer cues and opportunities to suggest products or services, or to create awareness about everything the business has to offer.
- Forgetting there are customers around. Staff should always assume there's a customer nearby e.g. don't loudly discuss other customers, colleagues, the business next door, personal health issues etc.
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If you think your business could benefit from a mystery shopper visit, contact me for a consultation at caroline@crediblesource.com.au
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Five common mistakes businesses make in handling complaints
- The biggest mistake is not having a policy or process in the first place. No, you can't just wing it!
- Having a complaint-handling policy but not telling your employees about it. Staff training is a must.
- Making it difficult for customers to contact you. It doesn't make the issue go away.
- Not following up. Updating customers on how their complaints are being addressed is essential.
- A band-aid approach. A complaint can tell you there's a problem and it's time for some root cause analysis.
If you've read this and realised your complaint-handling procedures need some work, here are some options that can help:
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SOCAP Australia is a professional body for customer service professionals, with many membership benefits.
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If you think you need some root cause analysis for complaints, contact the expert, Nicole Cullen, from Cullaborate.
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Another reason to make it easy for customers to contact you
The flip side to complaint handling is that sometimes customers want to pay compliments, too! Providing clear communication channels for complaints also makes it easy for customers if they want to let you know when you or your staff have impressed them.
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If feedback singles out an employee for outstanding work, pass it on to them ASAP. Everyone wants to know their work has made a positive difference to someone. If you're considering an employee recognition program to thank your employees for looking after your customers, have a look at The WOW! Awards.
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Credible Source Connections
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DOWN SYNDROME QUEENSLAND (DSQ) GALA DINNER
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Don't forget that Down Syndrome Queensland is holding a Gala dinner on 25 October 2024 to celebrate Down Syndrome Awareness Month. The venue is Victoria Park Golf Course and there'll be a 3-course meal, live music, lucky door prizes, raffles and live auctions. All funds raised go to DSQ programs and initiatives that help people with Down Syndrome live their best lives. You can book tickets through the Down Syndrome Queensland website.
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In conjunction with the NOW Business Network, The Carers' Foundation Ambassador, Joan Wilson-Jones is having a fundraising lunch on 9 August 2024, at The Marquee, Victoria Park. The 2-course lunch will help Joan secure her spot to perform at the Unsung Heroes Gala in October. There'll be laughter and inspiration, with Triple M's Big Breakfast co-host Margaux Parker MC-ing and Dr Dinesh Palipana as guest speaker. Bookings can be made via Humantix
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THE NOW BUSINESS NETWORK GROUP
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The NOW Business Network Group is a business network that puts community first and business networking second. If this sounds like a business network you'd like to be a part of, visitors are welcome at the early morning meetings on the first Thursday of the month at Everton Park State High School. If mornings aren't your thing, there's a Business Connect event at the Brook Hotel (near Brookside shopping centre) every third Thursday evening of the month. You can discover more about NOW events at its website.
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ALL ABILITIES AUSTRALIA GALA DINNER
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All Abilities Australia is a dance school that promotes access and inclusion for children and adults with disabilities by designing dance classes to suit everyone's abilities.
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They are currently fundraising to buy an accessible vehicle to help them provide their wonderful programs. The fundraising activities include a Gala dinner at Victoria Park on 16 August 2024. It's a black-tie event, so it's an excuse to dress up to the nines. You can buy a ticket, a table or provide sponsorship at Try Booking.
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