Are Complainers Typical?

Every business gets customers who complain about a product, service, new look, price hike, change in policy, and dozens more.

Business owners and managers often become alarmed when someone complains. They figure that a single complaint represents the feelings of many people. If they get two people complaining about the same thing, many are sure the entire customer base is unhappy.

When you get complaints does it mean you made a mistake or it's time to change a product or policy? Not necessarily.

Think carefully about whether the complaint is representative of the feelings of an isolated individual or small group of customers. You can't please everyone. You may be pleasing a large group of customers (who you don't hear from) while the same policy brings complaints from a few.

It's important to make this distinction before making changes in response to a complaint.

Kevin Nunley provides marketing and copy writing. Read all his free tips at http://DrNunley.com Reach Kevin at kevin@drnunley.com or 603-249-9519.

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