1 Simple Way To Avoid Customer Complaints

Last week­end, I took three of my kids to Den­ny’s for break­fast. I have not been to Den­ny’s in over a year, but do remem­ber one thing about my expe­ri­ence: the Gen­er­al Man­ager’s involve­ment. The GM serves cof­fee to his patrons. I watched as he walked around fill­ing cups of cof­fee with a smile on his face. He was incred­i­bly nice to my chil­dren when he served my table. It was amaz­ing to see how oth­er peo­ple respond­ed to him. This is also not some­thing he does from time to time. He makes it a reg­u­lar point to spend time with his cus­tomers: at DEN­NY’S! So how do you avoid cus­tomer com­plaints once and for all in your ser­vice busi­ness? As the CEO, Pres­i­dent or Gen­er­al Man­ag­er of your busi­ness, make it a point to serve your cus­tomers. Spend time vis­it­ing your job sites, writ­ing per­son­al thank you notes, call­ing and thank­ing clients for work­ing with you, and __________ (fill in the blank of what you can do). When the own­er or senior man­age­ment is more active in the com­pa­ny, cus­tomers are less prone to com­plain and be a pain. One more thing, it isn’t just show­ing up and smil­ing either. It is mak­ing cus­tomers feel impor­tant. If they know you are there to serve, things almost always go well.* *almost always go well…sometimes, you’ll get a bad apple