Some businesses may not like the number of complaints they receive no matter how few there are. This is not because they intentionally did bad business. Conversely, there are also businesses who take action with customer complaints in order to strike change (and innovation, of course). Such business is usually a business that focuses on customers and considers complaints as an opportunity for their businesses.
A benefit of customer complaints is that it offers insights on the things you might miss. When you think everything goes well, customers will not hesitate to tell you when something is not right. All the people would not like it when they became the subject of complaints. However, if you take advantage of these complaints and use it as an opportunity to employ Six Sigma project to improve the situation, you will find they will be far more profitable than you ever imagined.
It’s hard to make process improvement based solely on the information and opinions from employees or staff of your own company. This is because they feel bias about what is happening in the company. All brands may also have an opinion and the same view. Customers, however, is not biased in any way, and will provide frank explanations about what is really wrong, how can be improved, and what they expect from your service. So, accept complaints be happy because they will provide all the information you need for Six Sigma process.
Insight you get from customer complaints really valuable to your success. It was always seen as a negative thing for most companies, but there is no time like the present to accept the complaint and challenge your company to use the Six Sigma process to see what you can do better to make more satisfied customers and remain a client loyalty.
