My OperaComplaint As A Gift
Saturday, July 2, 2011 12:11:26 PM
According to the Oxford Dictionary the word “complaint” has two meanings: 1). a reason for not being satisfied; a statement that somebody makes saying that they are not satisfied and 2). the act of complaining. Since the very childhood parents and teachers have been trying to convince us complaint is something we should avoid. When someone complains about your job – it’s bad, when somebody complains about the way you look – it’s awful. Unfortunately, in our consciousness the word “complaint” has nothing else but negative meaning. But in reality, complaints should motivate, no vice versa. Now I’m going to explain what I mean.
Recently I have come across a book called “Complaint Is A Gift”. The book is written by Klaus Mueller and Janelle Barlow. Klaus Mueller is a Dutch businessman and economist, author of several books about management, founder of training and consulting company TMI that has offices in 38 countries all over the world. Janelle Barlow is a Doctor of Philosophy and Psychology, author of numerous books about management and the president of TMI office in the USA.
Authors of “Complaint Is A Gift” suggest readers to have another look on complaints – they consider complaints to be gifts, cheap and effective way to improve the quality of products and services and optimize business. The book provides a lot of examples from real life that illustrate successful return of disappointed customers’ trust and cases of bankruptcy because of company’s negative attitude to complaints.
Unsatisfied clients are people who give you an opportunity to learn more about their problems and help them. As a result they will have grounds to apply for your services or buy our products at least one more time. Authors of the book are sure that listening to customers’ complaints is the way to save business.
In most cases companies fear complaints like death. Almost all managers are sure that complaints shouldn’t be listened to, they have to be suppressed. That’s why unsatisfied customers get discounts and the status of VIP clients. “Certainly, we are sorry and we promise this will never happen again. Here, this is your discount card, enjoy shopping in our store!” – that’s how usually customers who have complaints are treated (definitely, if a company is afraid of spoiling its reputation and losing clients). Companies that do not value their clients prefer ignoring complaints and promising that everything will be fixed.
We do not like complaints because they mean we are not competent. But, Mr. Mueller says that complaint is not a negative message as we think. If companies stop take complaints superficially, they will see that on the deeper level consumers give them to understand one thing: they give the company a chance to improve its services or products. If customer complains, it means that he wants to continue dealing with you.
Besides, effective solving any complaint can become a powerful source of positive reviews. Think of dealing with complaints as of correcting errors. Customer’s complaint doesn’t mean you provide bad services or products, it means that you have made a mistake.
Thank customers for their complaints – they help you to improve your business!
Recently I have come across a book called “Complaint Is A Gift”. The book is written by Klaus Mueller and Janelle Barlow. Klaus Mueller is a Dutch businessman and economist, author of several books about management, founder of training and consulting company TMI that has offices in 38 countries all over the world. Janelle Barlow is a Doctor of Philosophy and Psychology, author of numerous books about management and the president of TMI office in the USA.
Authors of “Complaint Is A Gift” suggest readers to have another look on complaints – they consider complaints to be gifts, cheap and effective way to improve the quality of products and services and optimize business. The book provides a lot of examples from real life that illustrate successful return of disappointed customers’ trust and cases of bankruptcy because of company’s negative attitude to complaints.Unsatisfied clients are people who give you an opportunity to learn more about their problems and help them. As a result they will have grounds to apply for your services or buy our products at least one more time. Authors of the book are sure that listening to customers’ complaints is the way to save business.
In most cases companies fear complaints like death. Almost all managers are sure that complaints shouldn’t be listened to, they have to be suppressed. That’s why unsatisfied customers get discounts and the status of VIP clients. “Certainly, we are sorry and we promise this will never happen again. Here, this is your discount card, enjoy shopping in our store!” – that’s how usually customers who have complaints are treated (definitely, if a company is afraid of spoiling its reputation and losing clients). Companies that do not value their clients prefer ignoring complaints and promising that everything will be fixed.
We do not like complaints because they mean we are not competent. But, Mr. Mueller says that complaint is not a negative message as we think. If companies stop take complaints superficially, they will see that on the deeper level consumers give them to understand one thing: they give the company a chance to improve its services or products. If customer complains, it means that he wants to continue dealing with you.
Besides, effective solving any complaint can become a powerful source of positive reviews. Think of dealing with complaints as of correcting errors. Customer’s complaint doesn’t mean you provide bad services or products, it means that you have made a mistake.
Thank customers for their complaints – they help you to improve your business!
