{"id":19410,"date":"2016-06-30T08:45:30","date_gmt":"2016-06-30T12:45:30","guid":{"rendered":"http:\/\/blumenthals.com\/blog\/?p=19410"},"modified":"2016-06-30T08:50:33","modified_gmt":"2016-06-30T12:50:33","slug":"making-a-business-more-complaint-receptive","status":"publish","type":"post","link":"https:\/\/blumenthals.com\/blog\/2016\/06\/30\/making-a-business-more-complaint-receptive\/","title":{"rendered":"Making a Business More Complaint Receptive"},"content":{"rendered":"

I have just published the last (at least for now) article on complaints:\u00a0 13 Ideas to Make Your Business More Complaint Friendly<\/a>. In the article I came up with a number of ways to set your business up for success from both an operational point of view as well as a process one.<\/p>\n

But I still have a ton of questions and thoughts that are half formed and I would love your ideas*.<\/p>\n

\"ScreenIn this post I categorized ideas that would help a business think differently about about complaints at a baked in level, at the core of the business. My sense is that if isn’t systematized in a meaningful way resolution won’t happen consistently or in the business’s favor. Here’s how I broke it down:<\/p>\n

Be ready to handle complaints<\/strong><\/h5>\n
Make it easy to complain<\/strong><\/h5>\n
Welcome complaints when they do come<\/strong><\/h5>\n
Resolve complaints\u00a0quickly<\/strong><\/h5>\n

Some of the questions that I have:
\nHow do you calculate the “ROI” of complaint resolution?
\nWhy do more businesses not have better systems in place?
\nCan process define success or is attitude the main issue?
\nWhat are some more ideas to make complaining easy?
\nWhy don’t more customers complain?
\nWhen do you just have to tell the customer to take a hike?
\nHow do you tell a customer to take a hike?
\nAre there common scenarios that need a different type of process?<\/p>\n

And stories. Bring me your stories:
\nDo you have anecdotes of complaint resolution going really well?
\nReally poorly?
\nOf businesses that get it?
\nOf those that don’t?
\nOf complaints that turned into reviews and worse?<\/p>\n

*As always I don’t have much to offer in return… just links. I realized in writing this that I am what you might consider the opposite of a link junkie. I want to give them out as liberally as I can in return for conversation and learning. I don’t really care if I ever get one, although I have gotten a few over the years and I would like to share the “wealth”. I am a learning junky. Help me learn, get a link or three, lets talk.<\/p>\n","protected":false},"excerpt":{"rendered":"

I have just published the last (at least for now) article on complaints:\u00a0 13 Ideas to Make Your Business More Complaint Friendly. In the article I came up with a number of ways to set your business up for success from both an operational point of view as well as a process one. But I …<\/p>\n","protected":false},"author":262,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16],"tags":[],"class_list":["post-19410","post","type-post","status-publish","format-standard","hentry","category-reviews"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19410","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/users\/262"}],"replies":[{"embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/comments?post=19410"}],"version-history":[{"count":4,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19410\/revisions"}],"predecessor-version":[{"id":19415,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/posts\/19410\/revisions\/19415"}],"wp:attachment":[{"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/media?parent=19410"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/categories?post=19410"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blumenthals.com\/blog\/wp-json\/wp\/v2\/tags?post=19410"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}