Avoiding complaints.
WHERE COMPLAINTS COME FROM
Expectations not met Poor communication Problems handled badly Being unreachable
THAT LAST ONE
The most common cause of a complaint becoming public.
A customer who cannot reach you writes a review instead.
WHAT PREVENTS COMPLAINTS
Realistic promises Proactive communication when something changes Being reachable Resolving problems quickly and generously
THE PROACTIVE MESSAGE
Telling a customer about a delay before they ask prevents most delay complaints.
WHAT TO FIX INTERNALLY
Whatever recurs.
Three customers mentioning the same thing is a process problem.
WHAT TO TRACK
Complaint reasons.
WHAT THIS ENABLES
Fixing causes rather than managing symptoms.
THE CHEAPEST REPUTATION MANAGEMENT
Not producing complaints.
WHAT TO AUDIT
Whether you deliver what you promise, consistently.
