Don’t Look a Complaining Customer in the Mouth

If a customer who complains is a gift for business why do customers ignore them? In my particular situation I wrote a detailed letter (yes very old school on paper with an envelope) to Qantas over really really bad service I received, I also emailed as well just to make sure and 6 weeks has gone by without hearing a peep from them. Business statistics say that only 3% of all customers complain which doesn’t mean that only 3% have reason to complain but only 3% take action. 97% choose to let it go or clearly go somewhere else.

It’s been proven that the customers that complain actually care about the product and in marketing speak are ‘advocates’ for the business i.e. usually do the company’s marketing for them through word of mouth. 76% of most business comes from word of mouth so how can businesses ignore this? Just to throw another statistic on the fire, each customer complaint usually represents 26 other customers who have had a similar problem. That’s 27 customers Qantas almost enough for a Qantaslink flight! I invested 2 hours of my time to alert Qantas to a major problem and they haven’t got the courtesy or business sense to contact me to discuss it. Somehow I don’t think it’s just Qantas who is looking this gift horse in the mouth. Hmmm I wonder how their share price is doing?

10 Things to do for a good business new year

You’ve still got plenty of time to make some good decisions for your business. Here are ten ideas for you to consider. Choose one or two and implement them for a bright business new year. read more

Have you seen my marketing mojo? Seven tips to get it back.

7 tips to give ourselves a much-needed boost to our marketing, ourselves and get our business back into top gear. read more

Five common reasons businesses don’t have a current marketing plan

Developing a marketing plan doesn’t have to be a difficult, and having an effective marketing plan will improve business outcomes. Here's how! read more

Guest articles – a series: Branding and Public Relations

Sometimes I write for other blogs on a range of small business-related topics which you may not have read. This fifth collection of articles is all about branding and PR. read more

Would 100 Bright Ideas help?

Run out of marketing ideas?

Before you go, download our 100 Bright Ideas on a Shoe String.

Please provide your name and email address so we can send you your free checklist!

Your freebie has been sent!