Generally when a business gets a complaint, only one, they can look the other way unless it is a very large client. Yet when they get two about the same perceived problem, then the businessperson ought to stop and consider the source of both complaints. Why is that you say; two complaints is not a lot really? True enough indeed, let me tell you why two complaints might actually be 40-60 complaints instead of the two that you actually heard about. You see regarding the "only 2nd person to ever complain theory that is somewhat irrelevant as I am sure you as a businessperson have thought of this issue yourself at one time. After all it is your business and you probably know most everything going on in it, right? Well you see then that makes three. I am sure you have heard from business books and have listen to on Cassette Tapes of Motivational Business Speakers and Leaders that if one person complains then 20 people are upset but only one person said something. So if you think that when two people complain it means nothing then you are telling me that 40 people are worried about this, but you do not care about 40 people or customers in your business. Indeed if you observed this issue too, whatever it is that drew these complaints from otherwise happy customers then you had thought of it too yourself, so this makes another 20. So in reality there are 60 people who are concerned, worried or thinking about it. You see my point? Now how long have you been in business; oh, it doesnt matter anyway, you see; If you fail to adequately address such issues then you will soon not have to worry about your business, for you will have none to worry about. Think on that. |
