How to Handle Customer Complaints, Issues, etc.

Follow me here for a moment…

I want to talk about the three very obvious paths complaints lodged by your clients/patients/customers can take.

First, let’s assume a client has called you with a billing error.

What happens next determines what kind of organization you have now and will have in 2 or 3 years (or, in this economy, maybe less).

Read through these three choices. Then, realistically assess how you or your team responds.

Ready?

Path #1: You do nothing. This is probably 5% to 10% of the businesses out there. What ends up happening is the client calls back a second, third, or fourth time and finally, something is done. The client’s P.O.’d and will avoid your company like it’s

Path #2: You or someone that works for you fixes it. This is about 80% to 90% of the businesses operating. It might take a few hours, or even a few days. That’s it. Over with, it’s now a non-event from the perspective of your business. Everyone seems happy. Right?

Path #3: Fix it as fast as humanly possible, call the client back, apologize, ask for forgiveness. Deliver something of value. Add the client to your VIP list, etc. Make sure the next time you deal with them, you do it without error, with speed, efficiency and with the utmost happiness.

When I look at problems clients of mine have with my company, I see it as an opportunity to re-earn their business, ask for referrals, and THANK them for working with me.

Let me give you an example: I recently switched my merchant account over to another company. One of the big reasons was pricing. They were far more competitive on price and, one of their hallmarks, says the sales guy, is their customer service.

So, I switched. What happens next, is actually kinda funny.

You see, one of the cos. we switched over is the dental practice management co., SofTouch Family Dental.

It’s often screwed up when someone re-types it or hears it without seeing how it’s spelled. But this is the funniest one yet.

Today’s mail brought me a manilla 6×9 envelope from Discover Card Merchant Services. The delivery address: “Self Touch Family Dental.”

I must’ve laughed for 5 minutes straight. I know I came close to passing out from not breathing. After I settled down, I emailed Daniel, the Customer Service/Sales guy at BankCard USA. I explained what the problem was. Ten minutes later, I walk next door to the dental office, where Angie, the front office manager, is on the phone with…You guessed it, TECH SUPPORT from BankCard USA.

They were already on the problem, fixing it. And, they even had Angie run a test card charge through to make sure it worked.

I was mildly impressed. Five minutes later, I return to my desk and check my email. The first one that pops up is from Daniel letting me know he has Tech Support on it and they should have it resolved in fifteen minutes.

Wow.

I’ve dealt with a few merchant cos., and none have been that efficient. But wait, there’s more.

Five more minutes go by and I get another email from Daniel asking me if all was handled to my satisfaction and if there was anything else he could do, to please call him or email him.

Awesome service. FAST response. Apologized. Yes, I’m waiting for chocolates, but if I don’t get them, I’ll still be very pleased with how they handled the error.

These guys are true Business Anarchists. Check out Daniel Start by calling him: (800) 589-8200 ext 3403

Or, check out a Special Report I’ve written on the whole big scam merchant processors have going here.

The file you’ll get is a PDF file. You’ll need Adobe Reader to view and print it.