A Complaint is A GIFT…Really!!

Renee RouwhorstRyke’s Bakery . Catering . Café

231-726-2253www.rykes.com

A Complaint is a A Complaint is a Gift…. REALLY!!Gift…. REALLY!!

Understand why complaints are gifts

Understand the steps in handling complaints

Realize the importance of preventing complaints

Why talk about how to handle complaints?

Attracting new customers will cost your company 5 times more than keeping an existing customer.

Lee Resource Inc.

Customer Retention Stats

• A 5% increase in customer retention can increase a company’s profitability by 75%. 

Bain & Companywww.Bain.com

• 80% of your company’s future revenue will come from just 20% of your existing customers. 

Gartner Group Statisticswww.gartner.com

     

How does it feel to get a complaint?

.

How does it feel to get a gift?

.

Steps in Handling a ComplaintSay Thank you

(Acknowledge the Complaint)Ask For information (open ended ???)

Ask What can I do…?Tell What I will do for you is…

(give options)

*****DOCUMENT******

Fix the Person

Solve the

Problem

DOCUMENTWhy Document????

1. Problem Solve – get to the root to reduce the number of complaints – ID systemic issues

2. Teaching Tool – Empower your front line staff to effective handle complaints

3. Use the data in case you need to problem solve with a customer

Complaints come in different packages

Complaints come in different packages

•On the Spot •After the Fact

• On the Phone• In Person• On-Line

Package #1: On the spot!

• (Thank you)– Recognize – Acknowledge

• Ask for info• Ask what can I do

– Brainstorm Options

• Execute & Thank

Package #2: After the factPhone . In Person . On Line

Internet…• Set up alerts so you know when you are

mentioned in cyberspace• Respond!!! • Educate future

customers• Remove only

if malicious

EXAMPLE: On Line Complaint

At first I was upset with the lack of flexibility of the vendor, instead of trying to make my out of town delivery work, they told me to find another bakery or ask the wedding venue for advise. I knew I wanted rykes and was not completely thrilled with them telling me to look else where. After a few kinks were worked out, I was completely satisfied with my wedding cupcakes and small cutting cake.

My Response….Thank you so much for your feedback. Our delivery radius is 60 miles North, East and South of Muskegon...we make decisions about how far we can deliver with our clients best interest at heart. If we spread ourselves too thin, we run the risk of not delivering what has been promised. Deliveries are impacted by the number of events already on the books and the availability of staff and our fleet. We were completely booked on the weekend of your wedding and sincerely apologize that we were unable to accommodate your 90 mile delivery.

PreventionSet clear expectationsDescribe the processMake a written contract, clarify & confirmLearn from past experiences to prevent future problems