Customer complaints are often seen as a hassle, but they provide valuable insight into aspects of your brand that could use some improvement. Many brands might mistake customers’ silence to mean that they’re doing everything perfectly, but this isn’t usually the case. In many situations, people won’t bother complaining about some aspect of their negative experience with your brand if they feel that you can’t do better or that your brand isn’t listening.
In this light, complaints show that customers have higher expectations; they want your brand to do well! They want to be pleased by your customer service, and they may be back in the future if you take steps to correct the issue they brought up. Learning how satisfied your customers are could provide you with the valuable details needed to make the necessary adjustments and get you on the right track. That’s why it is vital to acknowledge customer complaints and really listen to what they’re saying instead of simply dismissing or ignoring them.
How to Listen the HS Brands Way
Listening to the customer is essential, but there is more than one way for a customer to express their dissatisfaction. Your brand will need to listen to both the complaints and the silence. Don’t forget that silence speaks volumes about customer service. No one writes a review about a business that they didn’t have very high expectations for in the first place. You want your customers to have high expectations for your brand’s product or service and then meet or even exceed them.
Instead of only focusing on the compliments, it’s important to take a long, hard look at the complaints too. See what kinds of suggestions or recommendations people leave. Most people aren’t business owners, and their suggestions might just be concepts, but they will help you narrow down the reasons for their dissatisfaction and hone in on what your customers are looking for when interacting with your brand. By examining these potential problems or aspects of a problem, it becomes possible to create solutions that specifically target those issues.
We understand that it can be challenging to budget in the time to search for negative comments, especially while focusing on other aspects of running your business. That’s why HS Brands helps you monitor your brand’s social media, even if you have a large digital presence. Our technology can help find your brand’s customer reviews, comments, and queries, allowing you to address them speedily to ensure future customer satisfaction. If a customer cared enough about their experience to leave a review, answering it, and changing your policies to reflect a proactive solution might be exactly what a customer needs to see to reverse their opinion or clarify some confusion.
HS Brands believes that companies should listen to, embrace, and learn from customer complaints, instead of merely tolerating them or seeing them as a negative mark on their record. Remember, even the most outstanding brand will have plenty of complaints, and that’s a positive thing. It means your customers care and believe you have the ability to do better. When customers stop complaining, it means they’ve stopped caring, and that’s when your brand is truly in trouble.
