![]() It’s about setting reasonable expectations, maintaining good communication throughout the process, and handling customer service with integrity. If you take someone’s money and the service you provide doesn’t solve their problem, emotion becomes involved and they’ll either understand why or won’t. A lot of the content in contracts is considered standard or generic, such as: “is not responsible for”, or “does not guarantee.” If you are providing a service, you are basically being paid to solve a problem. Having sound contracts is very helpful in avoiding bad reviews, but it’s more about how you express what is written in the contract verbally when interacting with customers. You can’t make everyone happy, but realistically you should have very few, if any, complaints with the BBB. Otherwise, the complaint will go on record as unanswered, showing the businesses didn’t successfully address the issue, resulting in a ratings drop. If a BBB accredited business is unable to respond within 10 business days for any reason, reach out to the BBB local branch to explain the reason. When a customer complains to the BBB, a business has 10 days to respond. What happens when a customer complains to the BBB? These steps eliminate quite a few potential complaints. Make sure customer service is a top priority. Gamby says business owners and representatives must show up on time. This makes them less likely to cause problems later. The BBB will review contracts for members. Inflated expectations will cause them to complain later. Have clear contracts with clients and customers. Taking action before a complaint helps businesses avoid a BBB complaint. ![]() Other times, a refund or other resolution. Sometimes customers are just seeking acknowledgement and an apology. Oftentimes, Gamby said, customers reach out to the businesses themselves before filing a complaint with the BBB. This might be impossible, but it adds credibility to businesses since the BBB’s complaints and resolutions are publicly available. ![]() If the customer’s story about your company doesn’t match with the real experience they had, provide documentation for your side of the story. Gamby also said that the business should stay fair and reasonable, acknowledge the experience that the customer had, and stick to the facts. In your response, the BBB recommends addressing each issue that the customer has brought up. But it looks bad if the volume of complaints is large compared to the size of your business, if there’s a pattern where the same type of complaint is lodged multiple times, or if the complaint is deemed to be serious like if a customer paid for something and didn’t receive anything in return.” 2. Most businesses get complaints at some point. “It’s not necessarily just a complaint that can harm a business’s reputation. Sandy Gamby, director of operations for Better Business Bureau Akron branch, explains why it’s important to respond to complaints immediately: ![]()
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