In this article, I want to share some of the “best practices” that I’ve developed over my years of customer service experience. The rest of the articles in this series are practical and designed to help you structure a feedback and complaint process from start to finish, but this is where I share my opinions, so proceed at your own risk.
So much focus is on how to handle negative feedback, but there is often not much discussion of the importance of acknowledging and responding to positive feedback.
I’m going to keep this simple. I think if someone gives you some positive feedback, you should respond in some way. Now I don’t mean people who write “cool photo” on your Instagram post. What I mean is people who email you to thank you for your help, leave kind reviews on your Facebook page or recommend you on Google.
Building customer loyalty should be one of your primary business tasks, because without customers you have no business. It’s so important to retain existing customers because they pass on their positive experiences to others AND return to your company again and again.
Okay, it’s time to create your complaint process. Taking the time to set out your process has a couple of benefits:
It gives you a structure to follow. I’m sure you’ve heard about decision fatigue, and having a process means you don’t have to decide how to act every time you receive a complaint.
It ensures you aren’t missing something, like a method customers might get in touch, or a chance to improve your business.
Let’s start at the start. Although it can seem intimidating, asking for feedback can have tremendous value to your business; here are some of my favourite reasons you should ask for feedback:
It helps you to learn what your customers like and don’t like about your products or services.
It shows your customers that you care about their opinions. This can help to create customer loyalty, and therefore help retain customers.
It helps you to improve your customer service experience.
It can motivate you to do better in your business.