Have you ever been so frustrated or dissatisfied with a product or service that you’ve resorted to posting on social media to “air” your frustrations? Did you receive a response from the company?
You most likely did not, but you did share your story and someone out there read what you had to say. Many companies ignore customer complaints despite claiming to have “great customer service” because its a scary thing to do. In his article, “Why Embracing Complaints Can Help Your Business,” customer service expert, Jay Baer, suggests companies stop tuning out criticism — and start ‘hugging their haters’ — by embracing the invaluable feedback customers are giving. He explains his FEARS strategy as a resource in responding to customer complaints.
According to Jay, “It might be impossible to fix a customer’s experience after the fact, but we can acknowledge his or her feelings and guide what happens next.” The next time you receive a complaint or criticism, address it.