Mayur Gudka

I help small businesses become more profitable.

Category: Entrepreneurship

Customer complaints are gifts. Treasure them.

If you have a business, chances are you will have some customer complaints. No business can escape that. The difference between a great business and okay business is what do you once a customer complains?

Survey shows only a very small percentage of unhappy customers complaint.

The rest make a silent vow of never to spend their money on your business.

Isn’t that terrible? Don’t you wish more of your customers complained? It obviously gives you an opportunity to improve and win back their trust.

The worst is a silent unhappy customers. The one who won’t complain, just go about their way. In their mind, they’re not being rude to you by complaining. But, if they don’t complain, how can you win them back?

But, there just might be a way to get your customers to complain.

How to Get More Customer Complaints?

Follow-up after the transaction asking for feedback.

One way to get feedback is to ask them to score you on different areas of transaction.

Some ideas for businesses with physical locations.

  • Wait time before a salesperson approached them
  • Knowledgeability and usefulness of the salesperson
  • Product Selection
  • Checkout line
  • Checkout process

Some ideas for online businesses

  • Product selection
  • Ease of finding the product
  • Online Assistance Tool
  • Checkout process

Avoid asking questions such as “How did you find our website?” You can find this out for yourself by installing an analytic software on your website.

Focus on questions a software cannot answer on behalf of a customer.

Simply the scoring system too. When companies ask to score them on scale of one to 10, no one will ever give you a 6.75. It aggravates me when companies do that. Instead make the scoring system simple – just 1, 2 or 3.

  • One stands for “Just plain bad. Can’t go anymore downhill”
  • Two stands for “Could’ve been better”
  • Three stands for “Oh, dear god. I love it”

Some final things to consider and remember when asking for feedback.

  • Ask no more than one open ended question. Preferably, “what is one biggest change you would like to see implemented before your next visit?”
  • The customer is a busy person and be considerate of it. Keep the number of questions under 5. A lengthy survey automatically triggers a “No, thank you.” response in me.
  • Keep your scoring system simple.

Next time a customer complaints, be happy. Thank them. Ask them how you can improve. Make the change and notify them. Invite them again.

You will almost always turn a unhappy customer into a raving fan.

Now, don’t you just wish ALL of your unhappy customers complained?

I do.

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Is your website mobile-friendly?

In April of 2015, Google released a new update where they would give preference to mobile-friendly websites in their search engine results.

So, if your website is not mobile-friendly, you must have noticed a drop in traffic and customers in the last two years.

Not sure whether your website is mobile-friendly? Take Google’s Mobile-Friendly Test. All you do is enter your website URL and it tells you whether your website is mobile-friendly or not.

In addition to Google favoring them, there are many other benefits to a mobile-friendly websites.

Majority of your website traffic comes from mobile devices. Hence, if your website is not optimized to be properly displayed on mobile devices, you will lose traffic quickly.

Mobile friendly websites load very fast. This is clearly important in our growing impatient world. If a website does not load within 3 seconds (which most non-mobile-friendly website do not), people move on to something else.

Social media shares are huge on mobile. Since people are already logged into their social media accounts on their mobile devices, sharing becomes much more easier.

Lastly, having a good mobile website makes you memorable. In today’s world, where many websites are still old-school, a mobile-friendly website will help you stand among your competition.

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Sales: The only thing new entrepreneurs should focus on

Starting your first business? It’s so exciting.

You probably have a large to-d0 list.

May I make a suggestion? Rip that list and throw it down the drain.

There are only two things you need right now.

  1. A starter website that provides information about what your company does
  2. A sales process

You take care of the website. I’ve drafted a basic sales process for you here:

It’s a simple four step process.

  1. Identify and build a list of potential prospects
  2. Call or e mail and setup meetings with them
  3. Present your product or service
  4. Follow up for a yes or no decision

So, what is the best approach to execute each of these steps? I don’t know the answer for you.

There are myriad of ways you can accomplish each of these steps. Use the “trial and error” method to figure out what works best for you. There are books available on each of these steps with countless methods within.

The bottom line is – As a new entrepreneur, you should be focusing all your energies on selling your products or services. Nothing else.

This does one simple thing. It generates cash.

A very important thing to have when you are starting a new business.

One final tip.

Make your list of prospects as large as possible. It breeds confidence and it will show through in your sales presentations.

Good luck!

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