Now, no honest businessman can convince me that he has had no complaints from his customers about something they didn’t like. And if you come across such an entrepreneur you just need to run – because you are face to face with fiction – and fiction is not good for your enterprise. Reality is. Customer complaints are part of business. In the words of Bill Gates, ‘Your most unhappy customers are your greatest source of learning.’ Unhappy customers complain, and when they complain you should gain. Now I know you are wondering how this can be, aren’t you?
Please kindly note that this is not a license to intentionally do shoddy work. Do the best – but when it turns out not to be the best – accept the complaints in good faith and make haste to correct. Well managed customer complaints can yield positive outcomes. It might involve paying a price, and if this is the case you should proceed and pay the price. Indeed your most unhappy customers are your greatest source of learning, aren’t they?
I guess it’s time to go.
The Wise Entrepreneur