Navigating Customer Complaints: The High Road

Navigating Customer Complaints: The High Road

Customer feedback is important. We all want it. We need it to understand how best to serve the customer and their evolving needs. But what happens when the feedback is negative and the facts are being distorted? And, what happens when it's a consumer who has left a review on social media for the 'world' of future customers to see?

When working with consumers, customer complaints are inevitable. Sometimes, however, complaints can be based on distorted facts or attempts to get something for nothing. These situations can distract us from what's important.

So, what do you do when you get a consumer review that is just plain false? We work with clients to ensure that their online reputations reflect their real business reputations. And sometimes, you would not believe what we see. At KMA, we havelearned to take the personal out of the professional and address these issues with a direct, yet respectful approach.

Here’s our strategy:

Acknowledge Without Apology: We thank the reviewer for their feedback but avoid apologizing when it's unwarranted.

Stand By Our Team: We express our confidence in our employees, who are always doing their best.

Invite Alternatives: We politely suggest that the dissatisfied customer might be happier taking their business elsewhere.

Never get into the details. Taking the high road speaks volumes. People aren’t stupid – they will understand and respect your integrity.