Learn how to appreciate your customers’ complaints
As any marketing field, B2B marketing has also to deal with customer’s complaints. An impressive number of products and services providers are irritated by the complaints received from their customers, considering them offences or, worse, reasons to end relationships with those customers.
The idea is to be always prepared to receive some complaints from your customers, because you cannot eliminate them completely, no matter how careful you are. Even if you use only B2B marketing tools you should think of welcoming these complaints with a positive attitude, focusing first of all to maintain the relationship with that customer. He or she has to be assured that his or her complaint is being given first level priority and will be treated accordingly.
Here are three recommended things on how to deal with customer complaints that can change your perspective on the matter.
1. Clients usually want less than you think.
2. The customers that have never had a problem of any kind are not as loyal as those who have had a problem that you successfully took care of.
3. The customers that take their time to complain about something want to see things improve. Of course, this can also help you develop your business.
Which are the best ways to deal with the customers complaints? I shall elaborate the three ideas presented above, by giving you some tips:
1. The cheapest and simplest way to deal with a complaint is to ask the customer how you can mend the situation. If the company policy is to do anything you have to make things right, the simple fact that you are asking the customer what you can do for him or her will bring about surprising results. The client will ask less than he or she would have asked after a negotiation. For instance, a client will be willing to accept the sale coupons you are offering him or her and will not request damages for your product delivery delay if you manage to convince him or her that you truly want to fix the unpleasant situation.
2. The customers that have never had a problem of any kind are not as loyal as the clients who have had a problem that you successfully took care of. This principle is so important to keep in mind that it is just another way of saying that, sometimes, it is worth making mistakes as long as you have the chance to fix things up.
Seriously speaking, on many occasions employees believe it is their job to protect the company from the client. Moreover, they often think that complaints are a sign of weakness, not an opportunity to grow. None of these ideas will change unless the top management proves and acts accordingly. Otherwise, who would dare to solve a problem if they knew they could get into trouble for doing so? From my experience, the most productive and inventive employees are those who know how to take over the customer complaints, how to assume the guilt for their own mistakes and who are willing to find smart solving solutions. These employees should not be discouraged in taking over the complaints but, quite on the contrary, they should be stimulated to take them over as professionally as possible.
Remember: The cheapest way to deal with a complaint is to apologize and ask the customer how you can sort things out. There are four steps that will help you do this effectively:
- Establish a communication rapport. Tell your customer from the beginning that you are on his side. It is more than just a simple excuse; it is also a good start.
- Discover the problem. Ask your customer to describe his or her problem exactly and listen carefully.
- Offer a complete solution. Ask your customer what he or she thinks is fair. Agree with him or her and offer more to prove to him/her that you are serious.
- Consolidate the relationship. Apologize again and tell your customer what you will do to prevent a similar situation in the future.
In simpler terms, the rule is: do whatever you can to solve the problems when something is not right — anything.
Right after solving the problem, a follow-up will come after to make sure that everything is alright and the client is pleased. This will have a massive contribution to improving the relationship with that customer. After making sure you have a customer that is pleased you can make him or her a special offer, which is not available for everyone at that moment. For instance, I have noticed that a sale or a free transaction can encourage him/her to get back to you as the provider.
Make sure you identify very well the causes that have determined your client to file a complaint and eliminate them as effectively and as soon as possible. This way a complaint can become a way of discovering the weak points of your own business and of correcting them before the entire sales volume is affected.
3. A client that has a problem is actually asking you to help him or her remain your client. Those who complain are your most loyal clients. They want you two to continue doing business together. If they did not, they would simply go to a different goods or services provider. From my entrepreneurial experience I have learnt that the clients who make complaints give you the chance to improve your business. Don’t miss it!
The complaints are, actually, opportunities you still have not discovered. If you have and have not solved them, it means that you do not deserve customers as nice as those willing to help you.
The clients that make complaints are your friends. Still, try to keep this friends’ list as short as possible!
Latest Posts
Categories
- B2B Marketing (190)
- blog (147)
- Social media marketing (68)
- social media (52)
- Marketing (42)
- Digital Marketing (41)
- Lead Generation (39)
- Marketing Strategy (34)
- Lead Generation (33)
- Press releases (27)
- B2B (26)
- Behind the Scenes (26)
- marketing automation (26)
- Content Marketing (23)
- Marketing (21)
- Strategy (21)
- b2b tactics (19)
- b2b business objectives (17)
- online marketing (17)
- SEO (15)
- content marketing (15)
- Business continuity (14)
- google ads (14)
- AI (13)
- AI Marketing (13)
- B2B Campaigns (13)
- B2B business (13)
- PR Communication (13)
- Business Growth (12)
- PPC (12)
- b2b lead generation (12)
- b2b strategy (12)
- B2B Blogging (11)
- Marketing News (11)
- Marketing Planning (11)
- B2B PPC Campaign (10)
- Conversion Rate (10)
- Employer Branding (10)
- Marketing Automation Tool (10)
- marketing tips (10)
- Social Media Strategy (9)
- White papers (9)
- artificial intelligence marketing (9)
- inbound marketing (9)
- B2B companies (8)
- B2B email marketing (8)
- Fractional CMO (8)
- b2b social media (8)
- crisis management (8)
- marketing automation for B2B businesses (8)
- online PR (8)
- E-books (7)
- HubSpot (7)
- Pinterest (7)
- SEO trends (7)
- Twitter (7)
- b2b sales (7)
- content strategy (7)
- marketing plan (7)
- social networks (7)
- ABM Strategy (6)
- Business Development (6)
- Facebook (6)
- SEO Strategies for B2B Companies (6)
- Webinar Recording (6)
- artificial intelligence (6)
- marketing objectives in b2b (6)
- sales prospecting (6)
- technology marketing (6)
- CMO (5)
- Digital Transformation (5)
- Email Marketing (5)
- Events (5)
- Facebook page (5)
- Google AdWords (5)
- IT (5)
- KPI measurements (5)
- Landing Page (5)
- Marketing Management (5)
- Marketing Trends (5)
- automated marketing (5)
- b2b best practices (5)
- b2b prospecting (5)
- b2b strategies (5)
- digital communication strategy (5)
- internationalisation (5)
- marketing automation systems (5)
- social media marketing campaign (5)
- social media trends (5)
- trends (5)
- B2B marketing campaigns (4)
- Cost per Lead (4)
- Digital Influence (4)
- HubSpot Certified Agency (4)
- Instagram (4)
- Lead Generation Trends (4)
- LinkedIn (4)
- LinkedIn marketing strategy (4)
- NNC Services (4)
- Paid Advertising (4)
- Tech Startup (4)
- Tech Startup Marketing Strategy (4)
- Uncategorized (4)
- Video Marketing Strategy (4)
- b2b sales plan (4)
- best practices during crisis (4)
- leading marketing automation tools (4)
- market entry (4)
- marketing content (4)
- personal branding (4)
- proactive marketing (4)
- B2B Marketing Budget (3)
- B2B marketing inbound (3)
- B2B marketing strategy inbound (3)
- Business Strategy (3)
- Conversion Rate Optimization (3)
- Financial (3)
- Google Analytics (3)
- Google+ (3)
- Internal Marketing (3)
- Linkedin Groups (3)
- Marketing Automation Migration (3)
- Online Events (3)
- Pardot (3)
- Pardot to HubSpot Migration (3)
- SMB international Business Models (3)
- Tech (3)
- Video Content (3)
- Webinar (3)
- abm (3)
- b2b blogging (3)
- b2b customer aquisition (3)
- b2b growth (3)
- barriers to entry (3)
- blogging (3)
- brand engagement (3)
- business plan (3)
- buyer persona (3)
- customer research (3)
- demand generation (3)
- doing business abroad (3)
- employer brand (3)
- employer branding strategy (3)
- inbound leads (3)
- marketing audit (3)
- marketing automation strategy (3)
- marketing leadership (3)
- marketing portfolio audit (3)
- online communities (3)
- online demand (3)
- outsourcing (3)
- prospects (3)
- storytelling (3)
- tech business (3)
- visual content (3)
- 4P’s (2)
- ABM sales outreach (2)
- Agile Marketing (2)
- B2B Contacts (2)
- B2B Email Marketing Campaigns (2)
- B2B Marketing Collaterals (2)
- B2B digital agency (2)
- B2B presentations (2)
- Business Intelligence (2)
- Channel Integration (2)
- Customer-Centric (2)
- DIY business (2)
- Facebook content (2)
- Go-to-Market Strategies (2)
- Hubspot Inbound (2)
- Hubspot Portal audit (2)
- Hubspot marketing portal (2)
- IT recruitment (2)
- Innovation (2)
- Integrated Marketing (2)
- Internship (2)
- Lead Gen Automation Tools (2)
- Microsoft Dynamics (2)
- PPT (2)
- Pay-per-Click (2)
- Product Marketing (2)
- ROI (2)
- RevOps (2)
- SMART (2)
- SMB (2)
- SME (2)
- Sales Automation (2)
- Sales Automation Tools (2)
- Salesforce (2)
- Search Engine Optimization (2)
- Telemarketing (2)
- Tumblr (2)
- action plan (2)
- b2b planning (2)
- b2b tradeshow (2)
- b2b video marketing (2)
- banking (2)
- business communities (2)
- business management (2)
- buyer journey (2)
- buyer motivation (2)
- celebrities (2)
- client presentations (2)
- company marketing (2)
- company presentation rules (2)
- context marketing (2)
- conversion tracking (2)
- corporate presentations (2)
- data driven (2)
- eCommerce Marketing (2)
- employee value proposition (2)
- employer value proposition (2)
- entertainment industry (2)
- free marketing tools (2)
- fundraising (2)
- gdpr (2)
- how to present in front of customers (2)
- how to write a presentation (2)
- marketing investing (2)
- marketing outsourcing (2)
- marketing segmentation (2)
- marketing upskilling (2)
- networking communities (2)
- nonprofits (2)
- omnichannel marketing (2)
- online strategies (2)
- outbound marketing (2)
- outsourced marketing (2)
- ppc ads (2)
- ppc management (2)
- ppc strategy (2)
- presentation structure (2)
- product audit (2)
- product portfolio (2)
- promotion (2)
- sales enablement (2)
- sales funnel (2)
- segmentation (2)
- service marketing (2)
- slideshows (2)
- succes management (2)
- supporters (2)
- targeting (2)
- tourism industry (2)
- tradeshow attendance (2)
- tradeshow objectives (2)
- tradeshow results (2)
- tradeshow strategy (2)
- webinar tips (2)
- website optimization (2)
- 2014 (1)
- ActiveCampaign (1)
- Ad Rank (1)
- AdidasOriginal (1)
- Android (1)
- B2B Case Study (1)
- B2B Digital Training (1)
- B2B e-mail copy (1)
- B2B e-mail marketing (1)
- BWBB (1)
- Blockchain (1)
- Blockchain Technologies (1)
- CTA button (1)
- Design Thinking Model (1)
- Direct Marketing (1)
- Dreamforce 2017 (1)
- Drip Marketing Campaign (1)
- Dynamics 365 (1)
- Dynamics 365 marketing (1)
- Dynamics Marketing (1)
- E-Commerce (1)
- Eastern Central Europe (1)
- Eastern Europe (1)
- Emotional B2B Marketing (1)
- Employee Feedback (1)
- Event management (1)
- External Marketing (1)
- Facebook Apps (1)
- Facebook marketing (1)
- Freemium SaaS (1)
- Go-to-Market (1)
- Google Ad Grant (1)
- Google Ads statistics (1)
- GoogleAdGrant (1)
- HR planning (1)
- Hubspot Outbound (1)
- IT marketing (1)
- IT outsourcing (1)
- IT service price (1)
- Intel (1)
- LeadGeneration (1)
- Machine Learning (1)
- Market Entry Strategy (1)
- Market Research (1)
- Marketing Metrics (1)
- Marketing Results (1)
- Marketing frameworks (1)
- Marketing vs Sales (1)
- Marketo (1)
- Medium Companies (1)
- Microsoft Dynamics 365 (1)
- NGO (1)
- Networking (1)
- Organizational culture (1)
- PPC statistics (1)
- PPC stats (1)
- Personalized messages (1)
- Pictures (1)
- Podcast SEO (1)
- Price (1)
- Recruitment Marketing (1)
- Revenue operations (1)
- Romanian content marketers (1)
- SaaS (1)
- Salesforce Partners (1)
- SharpSpring (1)
- Small Business (1)
- Social Proof (1)
- StopWar (1)
- Tactics (1)
- Target (1)
- Tech events (1)
- Template (1)
- Till Hahndorf (1)
- Types of Google Ads (1)
- Ukraine (1)
- VirginAmerica (1)
- Voice Search SEO (1)
- Work alternative (1)
- Youtube Ads (1)
- ads setting (1)
- app (1)
- artists (1)
- b2b benchmark (1)
- b2b buyer (1)
- b2b buying process (1)
- b2b buying trends (1)
- b2b customers (1)
- b2b marketing vs sales (1)
- b2b modeling (1)
- b2b price (1)
- b2b viral campaign (1)
- benghmarking (1)
- brand advocates (1)
- business (1)
- business growth course (1)
- buyer behaviour in b2b (1)
- buyer persona template (1)
- buyers (1)
- call to action (1)
- clients (1)
- cold-calling (1)
- company (1)
- competition (1)
- copywriting (1)
- customer segmentation (1)
- cybersecuritystrategy (1)
- dan schawbel (1)
- detailed buyer persona (1)
- differentiators (1)
- downloadable resources (1)
- e-mail campaigns (1)
- e-mail message and copy (1)
- employer brand experience (1)
- employer of choice (1)
- entrepreneurs (1)
- environmental marketing (1)
- fans (1)
- gdpr benefits (1)
- gdpr benefits for marketing (1)
- go-to-market channels (1)
- green marketing (1)
- growth marketing (1)
- hotel (1)
- how to find leads (1)
- how to sell (1)
- human resources (1)
- iOS (1)
- inbound marketing services (1)
- inbound marketing vs outbound marketing (1)
- international business (1)
- investment in marketing (1)
- investors (1)
- jamie oliver (1)
- lead generation results (1)
- leads (1)
- letter writing (1)
- like (1)
- market price (1)
- marketing benchmarking (1)
- marketing flywheel (1)
- marketing goals (1)
- marketing investments (1)
- marketing letters (1)
- marketing message (1)
- marketing objectives (1)
- marketing strategy for 2022 (1)
- mobile (1)
- mobile marketing (1)
- music (1)
- new business opportunities (1)
- online reputation (1)
- personal branding tips (1)
- personell issues (1)
- photos (1)
- podcast (1)
- positive employer brand (1)
- ppc click fraud (1)
- price debate (1)
- price negociation (1)
- pricing (1)
- pricing stratey (1)
- product cost (1)
- product price (1)
- promote (1)
- recession tactics (1)
- roadmap (1)
- sales (1)
- script (1)
- seo practices (1)
- service price (1)
- services (1)
- setting objectives (1)
- setting the price (1)
- smart bidding (1)
- social channels (1)
- social networking (1)
- social platform (1)
- social recruitment (1)
- startup (1)
- subscribers (1)
- sustainability (1)
- tailored experience (1)
- talent pool (1)
- tech hub (1)
- tech professionals (1)
- tools (1)
- updates (1)
- viral campaignes (1)
- viral marketing (1)
- viral videos (1)
- visual (1)
- voice search optimization (1)