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ladybug21 | Will a few client complaints hurt my business or is this normal ? |
I'm running a web design business and once in a while I get client complaints e.g. this link is not working, I'm not professional, or they don't like the design. I will try to fix it right away but somehow my motivation goes down after getting customer complaints and I used to cry about it. I get the impression that I'm working hard and trying my best and yet they are not happy. So far I'm earning enough and I get a few happy clients that give good feedback.
So, are client complaints normal in any business or should I improve my service to make sure everything is perfect ? |
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anonymous
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Often it depends upon how you respond to the complaints. If you address complaints in a manner which exceeds the customer's expectations you may have a more loyal customer in the long run. Problem resolution is really the ultimate test for most consumers. Some of the most enthusiastic and loyal customers are those who were impressed by how a problem was resolved.
To answer your second question: YES. You should absolutely improve your service as much as is reasonably possible. Complaints are normal, but you want to minimize them as much as possible, and respond promptly & effectively when they do occur. |
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Eric c
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Unfortunately Negative word of mouth spreads faster than positive, so make sure you do your best to please every customer. for example you have a customer who had a "poor" experience with your company, they will tell 2 people who will tell 2 more etc. etc. Whereas positive word of mouth isn't so readily shared. People reccomend services when someone else requests a need for that service which of course happens alot less than the normal info sharing conversations that negativity travels through. So in answer to your question, yes and yes!
Some people you just can't please...EVER so don't stress out about those people. Most of the people these insufferable jerks share word of mouth with KNOW that they are jerks and take what they say with a grain of salt. As for the second question, to have the best business possible there should be no room for improvement in customer service. that is the bread and butter of a company, so if you are asking that question and you see room for improvement then do it! It can only help! |
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Olga C
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Take it as a way to improve your design or whatsoever, i mean think positively of it. Write down all the problem that those complainants are reporting to you and ask yourself "How do I do better next time". Honestly, That can bring improvement to your business and obviously more money in your accounts.
Of course, some people can never be satisfy, let them go. However; make sure you put extra work on the issue. Hey, it is normal; don't fret. |
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Charlie D
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The best way to deal with a complaint is to deal with it- quickly and efficiently. Crying about it only makes it worse.
All businesses get complaints, and you should view them as learning opportunities, especially if you hear the same complaints frequently. |
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butterfliesRfree
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Let's face it -- and this is true no matter what we do, not everyone is going to like you and not everyone is going to be happy about something you do. Not just in web designs. You should, of course, always try to impove you service but "perfect?" I don't know anyone who is "perfect" and if you do, please introduce them to me. |
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rachel_nyc84
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in any and i say ANY business there is ALWAYS unhappy clients... don't worry about it:) |
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Butternut27
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u answered your own question at the end... |
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David M
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From my experience, client complaints are to be expected.
No one can read minds, and therefore you can only exceed or underachieve a client's expectations.
The key is to establish a client's expectations from the get go, and to also be sure that they understand the process you go through with your clients. As long as you meet if not exceed your what the client asks, and deliver the service you have committed to providing, you have done your job.
Unfortunately we live in a culture where people expect to get things for free. You will find that if these "trouble making" clients ask for more, and you deliver, that they will soon come back to the well for more free services.
I have found, like many before me, that I make 80% of my income from 20% of my clients. I am in the process of restructuring my business model to weed out the "headache" clients and concentrating on marketing to clients similar to my "Top 20".
In terms of your problem clients, I would recommend that you appease them for now, as your reputation is key to your success, but begin weeding them out and dropping them...you will find nothing more empowering than when YOU get to fire a client, however make sure to document why.
Hope this helps. |
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i_am_the_anon
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I agree with the people above, but as a business owner, you always wanna 'stay ahead of the game'. in other words, always try to improve yourself... You'll always get complaints, no matter what. How many complaints do you get? and how many clients do you have? If a link is not working, then simply fix it free of charge. It shouldnt be too difficult... |
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