Small Business Customer Complaints
A Home Business Article Contributed by G. Uma Bennett
Handling Small Business Customer Complaints
Regardless of how diligent you are in running your small business, it is impossible to please every customer. Protecting your company with written warranty or terms of use can prevent some problems but when all else fails, you must handle a customers complaint with professional courtesy. First, talk to your customer and review the purchase date in reference to any warranty provisions. Next, address the basis of the complaint.
If your small business product or service did not deliver as promised due to a defect, it is best to either replace it or refund the purchase price. Above all, assume an understanding attitude when a customer has a valid complaint. It is also very useful to ask for suggestions from them in order to improve the product or service in the future.
In addition, create a method of feedback from your customers at the time of purchase to determine if your advertising is delivering an accurate picture of your product or service as well as providing a means for customers to comment regarding their satisfaction or make suggestions on products they would like to see in the future.
Creating Small Business Goodwill to Promote Your Sales
Take a look around the community where you operate your small business for organizations that provide services for special interest groups, such as youth or the elderly. These organizations are usually always in need of activity sponsors and provide a prime opportunity for company exposure while at the same time giving support to a worthy cause.
Highlight your contribution in your advertising, spotlight your involvement with the purpose of the organization in press releases in local newspapers to create interest in both. Simply by aligning yourself with events that need financial support you can gain invaluable publicity for your product or service that could exceed the amount of paid advertising your company could afford.
Creating goodwill toward your small business pays long term dividends in building the reputation of your company and your commitment to your customers.
Using Insight to Consumer Trends in Small Business
Tying your small business marketing to the demands of consumers is a challenging, but rewarding process. Gaining an accurate picture of who wants your product, where they are located and how much they are willing to pay for it, helps you to pinpoint the best methods to produce, advertise and deliver to your market. The more defined your market, the more cost-effectively you can operate your small business.
Consumer trends can develop from many avenues, the more you know about who is the best prospect for product, the more you can focus on the trends that affect their buying decision. Age, gender, location, culture and education all play a role when a customer chooses one product over another. Research on consumer trends show that packaging, color, presentation and the psychological message perceived from your small business advertising are just considered as well as price.
In many cases, price sometimes was the last point considered if the motivation from factors was strong enough to create desire for the product.