The Business You SHOULD Be In…

Do you welcome complaints for avoid them at all costs?  Do you listen to them, or do you try to defend your policies and actions? You have choices when people complain to you. It all goes to how you view their comments and your own attitude toward what they are saying.

Start viewing your complaining customers as your greatest source of feedback. They are the lifeline of your business.

If your customers want something from you that is reasonable and will make more money for you, why wouldn’t you want to satisfy them? I talk to leaders every week who refuse to offer services to their customers that they COULD offer, but they choose not to. It’s against their “policy.”

What your customers want is to be heard, not educated. If you feel they need to be educated, then they aren’t the ones who need the education.

You do.

Get into the listening business and quit giving solutions to problems that don’t exist. You will find you will become much better at solving problems in a language everyone understands… everyone who wants to be heard, that is.

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