I just got a few complaints from my buyer about goods I delivered.  It's not pleasant in the moment you get them but reading this article made me see the positive side of it.  What about you?

"Nobody likes to get complaints. They make you question your judgment, they can ruin your day, and they almost always leave you in a bad mood. But what if I told you that complaints are actually a good thing?

Really! I’m not kidding. Complaints are one of the best forms of research you can perform. Complaints are also one of the best sources for new product/service ideas. How so? Most people who complain are upset. When people get upset, they are more likely to speak their minds. Most people who complain also like to tell you exactly what you’ve done wrong AND tell you how they would do it better. While your customers’ attitudes may not be something to look forward to, their hidden suggestions are!

Let’s look at this complaint:

“I can’t believe you are sending these huge files through email! How ridiculous can a person be!? That clogs up the emails of those of us who are on dial-up for at least 20 minutes. I don’t have time for this. You know, if you had a brain in your head, you’d know about XYZ.com. They burn CDs for about $0.30 each and will ship them to your customers for about $1.00 each. Anybody can afford that price. I’ve deleted your email. When you decide to operate like a real business and send me a CD, I’ll look at it.”

Yes … it’s a harsh email. But most people who complain don’t have very good manners, now do they? But take away the emotion. Take away the temper. Take away the insults, and what do you have left? A VERY good resource for CDs!

This person has just given you a resource that can:

• (a) solve your problem with huge downloads
• (b) be a new product to sell (CDs instead of downloadable files)
• (c) offer you a solution that can benefit you and your customers

All for free!

How about the complaints that say, “You know, you really ought to…” Well? Maybe you really ought to. Have you thought about the customer’s suggestion? Yes, it was probably hidden beneath a pile of profane words and threats… but look deeper. In all honesty, is this unruly customer doing you a favor?

It happens more often than you might think. People, in general, have a bad habit of trying to show those they are upset with how big and bad they are. More times than not, you’ll get great ideas buried inside a wrapper of rudeness.

The next time you get a complaint, unwrap the package, and you just might find that the complaint is a blessing in disguise. If you remove the ugliness from the message, you could very well have some terrific ideas for improving or expanding your business!

Copyright 2004 Diane Hughes

http://www.ego4u.com/en/business-english/infos/complaints

Replying to [macs2005]:Gr8 Armila, Infact in Hindi we have a say
"Nindak neare rakhiye, Aangan kuti chabay, Bin Pani Binu Sabna, Nirmal Kare suhay"

I will translate this for you in English.

We should keep our critisizer close to us and should treat him royally, because without water and soap, he cleanses your heart.

Replying to [macs2005]:I think that Complaints are actually a good thing if you know how to complain. I mean that people just like to criticize other people's mistake but they dont like to listen to others's criticizm. So we should chose the good way to talk to other people to make them correct their mistakes but not to quarrel with them.

Replying to [macs2005]:
i thing you are a intelligent ma ,thanks for sharing your experience ! i got much new ideas to treat something .you should know how to treat the complains exactly when you receive it , i agree with you !

Quoting from [dduong]:


Replying to [macs2005]:I think that Complaints are actually a good thing if you know how to complain. I mean that people just like to criticize other people's mistake but they dont like to listen to others's criticizm. So we should chose the good way to talk to other people to make them correct their mistakes but not to quarrel with them.

Yes, that's true.  But sometimes we need to look at the need behind the complaint rather than just the negative emotions that come with the complaint.  If you value your customer you will try to be more understanding and make efforts to make her/him cool down. 

Good luck to your business!

macs2005

Replying to [Anshu]:


Thank you for sharing the Hindi saying and its English translation: "Nindak neare rakhiye, Aangan kuti chabay, Bin Pani Binu Sabna, Nirmal Kare suhay"


If we value our customers, then complaints are a blessing that we have to take positive action on.

macs2005

 

Replying to [nhshirley]:

If we want to keep our customers, their satisfaction should be of high priority to us.  Wish you the best in your business!

macs2005

Replying to [macs2005];
Hello ,you can come across the complains in the Job ,But the job I do I won't recive it .I have no directly manager,without the submenber.How I can improve my self. Without the Complain ,I may stay still in this job ,in this situation .

Quoting from [Gloria Lee]:


Replying to [macs2005];

Hello ,you can come across the complains in the Job ,But the job I do I won't recive it .I have no directly manager,without the submenber.How I can improve my self. Without the Complain ,I may stay still in this job ,in this situation .

I don't know exactly what job you are doing but I gather from what your wrote that you have no direct manager.  So if your job is customer service oriented you can improve by asking comments from whomever you serve.  Hope that is helpful.

macs2005

Replying to [Gloria Lee]:You can analyse yourself. Do you satisfied with your working? Be your own critic but this does not mean that you should become a fault finder. The main thing is the continual improvement. You can analyse your interaction with other member of the team, As macs suggested your customers.

All the Best to you. & Wish you a ver happy and prosperous New year.

Replying to [macs2005]:
You should use positive attitude toward negative feedback
no matter comments is benefit to you or not.at least you could got decent improvement thru this failures consistently focus on developing your judgement effectively avoid the same scenarios next time this is the very rewarding job to face many uncertainty and challenges if you could gain from those you will became more mature and more sophisticated to handle more problems...thanks to your complaints from your customer but you should learn from it. cheers up