How to transform client complaints into a gold mine

Statistics have shown that one client out of four is not pleased with the services / product he receives from a company, at one point. The client that is unhappy usually complaints, in average, to another 12 people, that he didn’t like the service / product.


Also statistics has shown that only 5 % of the unhappy clients report to the company what they did not like. The other 95 % believe that if the notify the company about their problem nobody would care. In conclusion they chose to go to another company that would satisfy their problems. That is why you should always listen to the problems that your clients have. To earn a new client you will have to spend 8 times more than you would have spent to keep one client with the company.


You should ask yourself a couple of questions to anticipate your customers demands
1. How many steps should a customer take in order to get what he wants?

2. The front desk employees do whatever they can to resolve the customers needs?

3. Are they willing do go around the company system in order to resolve client problems without creating an obligation from the company?

4. The business procedures are made for the company or for the clients? In order to get answers to these questions you need to discuss with your front desk staff, they are the best people to ask about the customer’s problems.

Also you should try to make your customers complete surveys about your company. With all of that said, I wish you good luck!

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