How Solving Complaints Creates Loyalty

LoriAnne Hancock By LoriAnne Hancock, 22nd May 2013 | Follow this author | RSS Feed
Posted in Wikinut>Business>Sales & Marketing

Solving problems and addressing areas of concern, creates loyal customers who refer your business to their friends and family. So, get excited about detecting and solving them!

Creating Loyal Customers

Don't we all just want to find businesses and services that enhance our lives and let them take great care of us? Isn't it great to know that we can recommend 'our' attorney, mechanic, lawn maintenance company, electronics store, babysitter, whatever - and because they are so good at what they do they will never disappoint or let us or our referrals down?

If you have a business, did you know that solving a problem or an area of concern for your customer has the potential to be the first giant step toward building loyalty? Further, without having solved that problem or addressed that area of concern, your customer might not feel safe to refer you to his personal contacts. Customers generally build loyalty in small steps unless there is an 'event' of sorts.

One of the best ways to find out what your customer is thinking is to make a follow-up satisfaction call. Let's say you hired a third party to do this and your report quoting and paraphrasing your customer says:

"We have been coming to your car-wash for years. Always like you guys. I did have an expensive pair of sunglasses missing, then a pack of smokes, so, that bothers me. I'll probably be back."

At first glance, this report seems like a pass. However, the customer is under the impression that he has 'lost' two items at your business. "Probably", likely means they are or have been checking out other car washes around the area.

It is your opportunity as the Manager or Owner to step forward and deal with this issue and incorporate your detective skills as well. If you have a thief working for you, you've got to rid yourself of them before they steal your whole business in 10 minute intervals, office supplies, soap, long-distance calls, snacks, naps, bags of rags, etc. Most importantly, you CANNOT have a thief around 'first customers', your valued employees. When did the 'thieving' trends begin? Who got hired around then?

After you detect your thief and send them packing, handwrite a 'thank you note' to that customer or those customers who gave you honest feedback that helped you nip a problem in the bud. Include some coupons/gift certificate, etc. Apologize for the issue and invite them back to do business with you. Now you have created a loyalty that will never be broken. This customer will always tell you what is going on AND tell his friends and family to do business with you.


Loyal, Loyal Customer, Loyalty, Problem, Problem Solving, Problem Solving Tips, Problems

Meet the author

author avatar LoriAnne Hancock
Avid student of the human condition who believes we will triumph in the end by caring for ourselves, all life and our planet as if all were precious.

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