Replying to [macs2005]:
complaints are actually a good thing
complaints are one of the most valuable feedbacks to find the defects in our products or service and perfect it .

Thank you, Howin.  You've put it quite accurately.


macs2005

Replying to [macs2005]:Nice article, I'm as a salsman in a factory, we also get complaints evryday, mainly caused by the delivery time, the quality etc. It's not a bad thing, it can help us to know what aspects we should improve.

Regards
Cooleyes

Replying to [macs2005]:

Hi macs, if we receive complaint , we have to thanks the complainant because we know our fault or lapses and we can change or reform whats we done wrong .
Its better than they keep silent and gone without knowing the reason
There is a saying.." Its better late than never."

Hi Ogie!  Thanks for your comments.

Yes, better to receive a complaint than none, especially when after the silence the orders just stop . 

At least with the complaint, you get a chance to say thank you, apologise and maybe offer to replace the product perceived as defective by your buyer, if feasible, or to try and make amends some other way. 


In one instance I did just that, replace the product.  And that made my buyer quite happy that he even placed a repeat order.  Of course in that next order, he was fully satisfied.




 

Replying to [macs2005]:
I want to ask if the customer is silent about the service, then should I ask him for any feedback or suggestion directly? Maybe I should tell him why the service is defective?
It's my first customer!
I really don't know to do,

Hi YiYi!  No harm asking for feedback from your buyer if he has been silent about it.  Just now I sent an e-mail to my buyer who has not come back to me about how she found the goods I just delivered.  Silence is hard to interpret, so if we ask we would likely get some response.


macs2005

yes,i quite agree with  u.we can't just accept nice words,we have to accept some harsh words .those words can make us stronger .

Yes, Yanru, good insight from you! ~ macs2005

Quoting from [macs2005]:

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.”

No serious business has just a modem.  Starting companies have ADSL normally as soon as they open, as it's an essential tool, and most webpages have heavy graphics that require a fast connection...


now, the client in question would have been right "IF" they were on a business trip, using their laptop form a hotel, and paying extremely high fees for it.  But most executives with choose either a hotel with WiFi, or leave their emailing account to their secretaries, and they will forward a short email if necessary...


feedback and advice from clients is always good.  if a client's feedback "destroys your day" then you dont have a strong enough selling mentality.  if your client is "getting to you", imagine that he/she had a big argument with their wife that morning, and it has nothing to do with you.  move on, call someone else, get some positive feedback, and smile...


"More people would learn from their mistakes if they were not so busy denying they made them."

~Ronald Reagan