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Denbighshire Trading Standards is urging businesses to consider how they handle any complaints.
However well run a business is, it will probably receive a complaint from someone at some time. How well, or not, that complaint is handled may impact on any repeat business from that client and may lead to ongoing negative comments about you.
In marketing terms, it is suggested that it costs five times more to attract ‘new’ business than to retain an existing one. Therefore handling any complaint fairly, quickly and efficiently is not only good customer care, but is potentially cost effective.
Sometimes a complaint may be relatively minor but escalates, because the person dealing with it does not have the authority to effectively deal with the issue, there and then. Businesses may wish to consider, within parameters, delegating the ability to make decisions, and take positive actions, to some of their frontline staff to address some low level complaints.
If you a member of a trade association, business support organisation or Visit Wales, you can get advice on complaint handling.
It is easy to lose a reputation, but harder to preserve or improve one.
Good complaint handling can save money and retain business. Research indicates that even if a client has a complaint, if it is handled properly and quickly, there is a good chance you will retain their business
Denbighshire Trading Standards team can be contacted on 01824 706057