Turn The Complaint Around

Posted by Ian Donaldson from My Business Advice Ltd on 23 July 2008

If you are in business the chances are you will get complaints from time to time. Sometimes you honestly have to hold your hands up and accept that the complaint is justified. Other times, you scratch your head and wonder what the problem actually is, especially if it seems to you that the customer is being unreasonable.

At times like this it is useful to try and stand back and apply the following formula

Expectation minus Experience = Complaint

It's easy to dismiss “complainers” as being a nuisance, but actually they can be a useful course of information for your business. Over many years I have earned that some of the biggest so-called "complainers" are

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