While reading the Pink Heels blog I came across a post about Jennifer’s disappointment with the Wii Fit Yoga. Reading this made me think… what do you do when someone expresses their disappointment in a product of service you provide?
Some businesses will offer a refund, others will apologise that the buyer was unhappy (note – not necessarily apologise for the product). Then, when the customer has left, they may dismiss the matter entirely.
If someone expresses their disappointment in one of your products or services, by all means do what you can to rectify the situation and build your customer relationship. But after that, don’t take it to heart nor dismiss the dissatisfaction. Seize this opportunity to learn and improve.
First, is the customer’s dissatisfaction warranted? Have other people made the same statement? Have others asked for a refund?
Then it’s important to look at how you can use this feedback to make sure the mistake doesn’t occur again (if in fact there was a mistake made) or to improve your product or service.
In the case of Jennifer’s feedback, if the maker’s of Wii Fit Yoga were to read that post, how would they react? It would definitely be worth their while to take that feedback on board and look at how they can improve their product, thanking Jennifer for her valuable feedback.
By doing this, you are not only showing your customers that you are listening to them, but you’re also ensuring that you provide a high quality product.
Here’s to your success in business…
Donna-Marie
