Listening to unhappy customers can make you realize that you should be doing something different.
If so, fix it and you've learned from the experience.
However, some people are unhappy no matter what you do.
This particular brand of unhappy customers are a waste of your time and bring everyone around them down.
That's not healthy for your business. Some complaints are not meant to be constructive and thus do you no good.
A complaint, or unhappy customer breaks down into some different categories
A complaint that addresses structure, such as a contact form not working on the site, or
a call attempt automatically going to a voicemail is very good.
Any reasonable complaint is fine. Reasonable meaning very clearly reasonable
or very clearly unreasonable. For anything remotely reasonable, a strong effort
should be made to discuss with the customer, maybe from a different pespective.
A customer says your product is very expensive. But using your product may increase
their revenues. Take the customer's focus off the raw cost and make them consider
the benfit vs cost, not just cost. Benefit vs cost may be a slam dunk in your favor.
A focus on just cost may not be appropriate.
Irate or profane customers that are clearly not wanting to really work with you should
be diffused and told sorry we could not help you.
If you haven't read the latest SBOC article: "Your Online Reputation:Who's Watching Out for You?", I would suggest it is a good read and contains some valuable information for all of us.
We enjoy the compliments we get in our businesses and always welcome happy customers. But every now and then we find an unhappy person who chooses to share their comments about your and/or your business with everyone who will listen or read.
What I would like to encourage is a discussion from anyone who would like to share about how you react to unhappy (and often unkind) customers. How do you move forward? How do you approach them and if you do, what is your plan to attempt to appease them?
Let us hear from you - I'm sure we would all benefit from your encounter(s).