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Atricle Dump - A Complaint? It's a Compliment! - 7 Tips for Dealing with Complaints at Trade Shows
The right business logo is arguably the most important element available to represent a business, especially in today's online world, where first impressions are everything. Designing the right business logo is often the first step in properly branding a company and its products.The company logo becomes an integral, indelible aspect of a company's identity within its markets. A company's logo creates the first impression people will have of the business. It's the most important graphic image a company owns, one that summarizes and represents the business - to employees, partners and mos
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct informati
When marketing a franchise business to find buyers on the Internet one has to be extremely careful not to break any rules. In fact as easy as that sounds it is not as easy as you might think.For instance in some states you cannot use the words; Successful, wealth, make money, etc., as some states like California do not want the residents in their states to get the wrong idea about whatever it is you are offering in the way of franchising.The Department of Corporations in California registers Franchise Companies who wish to sell in their state and often asks for copies of their websi
What made you mad last week?
In the past week, how many times were you upset by something? What action did you take? Complain to the neighbors, make a snide remark to a co-worker, post it on a list or email a group? Did you just gossip or did you try to make it into a positive experience? They say we complain to ten people for every one compliment about a product or service.
Did you call the manager of the company, write the company president, email a suggestion for improvement? Probably not. You were upset but not enough to take action. Or you thought you’d be perceived as a whiner. Or that nobody would do anything because you’re nobody special.
Complaints are Compliments
People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.
It’s one thing to have complaints come into your office and have them solved. It’s quite anther when the complainant shows up at your exhibit. So, when you’re on the trade show floor, and folks show up with complaints, welcome them. This is an opportunity to gather market intelligence, find out what’s really happening with your product and service and keep a client.
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales
staff, you should expect some negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticipated a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct informatio
Recently I was engaged by a client because he was unable to take action. He had so much going on in his personal life and in his company that he was paralyzed with fear.In the past, he made some bad decisions and he was afraid that history would repeat itself. We talked about this for several hours and I got a good understanding of his challenges. This person was successful by all standards and he had a successful company. No one could have guessed at his mental turmoil.He lacked direction and focus and he was emotionally over extended. He lost his reason for starting his own compan
Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.
It’s one thing to have complaints come into your office and have them solved. It’s quite anther when the complainant shows up at your exhibit. So, when you’re on the trade show floor, and folks show up with complaints, welcome them. This is an opportunity to gather market intelligence, find out what’s really happening with your product and service and keep a client.
Here are 7 Tips to turn complaints into positive action.
1. Be Prepared
If you know about problems with product, shipping or sales
staff, you should expect some negative comments or direct
complaints. Don’t pretend to be surprised. Decide before
the show how these complaints will be acknowledged. You
can’t hide from problems - surely you’ve made a recall,
rebate, replacement or other adjustment.
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticipated a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct informati
A Fortune 100 director willingly passes confidential board room chatter to the press; a CEO slips into using any means available to plug the leak; private eyes are seduced from keyhole peeking into alleged criminal impersonations hoping to impress a big client, and a phone company clerk is flustered or pressured into releasing confidential call records.What were they thinking?The actors in the unfortunate events at Hewlett-Packard most likely weren't thinking at all, and in fact may have been acting under the direction of their hard-wired personality preferences - traits which, in t
2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or
division level. But your booth staff is composed of people
from all levels and areas. Everyone needs to know of
potential problems that might come up. There should be no
secrets. Secrets leak out and become gossip. Gossip can
be deadly.
3. Control the Conversation
The meeting will generally start pleasantly and then get to
the complaint. Sometimes you’ll have a rowdy visitor. In
either case, move to the side, or out of the booth, or best yet,
set an appointment to resolve it off the floor. This is a
problem between your firm and one customer - don’t make
it part of trade show folklore.
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticipated a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct informati
Relationships... Money... Health..The Past...Failure..Mental and Spiritual Battles..Time Constraints...Professional pressures..At any given moment you, your clients, and employees are dealing with one or the other of these challenges in life. No one has escaped from this life untouched by problems, both big and small. No matter how people may appear on the outside, they battle with some problem that is unmanageable on the inside. The clearer this is to us the easier it is to be extrodinarily kind to others.But if we are also suffering how is it possible to do this? It is not easy, i
4. Listen Carefully
Make sure you understand what the problem really is. Is it a
specific complaint about one shipping disaster, or a general
blast about your shipping carrier? Resolve the first with the
customer. Report the second, find out if it’s widespread and
fix it. You can’t afford to lose business because of
middlemen you can’t control.
5. Write It Down
Ask the complaintant if you may make written notes as you
speak Say you want to make sure you have all the details.
Review them after the encounter. If the person is upset that
you are taking notes - stop, and put the notes aside until he
leaves. NEVER make people fill out forms. That shows you
anticipated a problem but didn't try to reach out to clients.
They took the initiative and found you on their own at the
show.
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct informati
This story is about a plumber, and while that might not sound relevant to you, if you've ever advertised your business, if you're currently advertising your business or if you plan to advertise your business - you need to read this. Jim and Rebekah Ypma own Sonoran Desert Plumbing (SDP), about a year ago they asked me to design an advertisement that would help to separate them from the competition. SDP did not have a brand image or any way to separate them from the rest of the field, consequently, prospects didn't pay them much attention and they had to compete on price mo
6. Appoint an Arbitrator.
There has to be one final authority from your firm in the
booth at all times. This is the person who has the authority
to resolve the problem on the spot, to pass it to the right
level and to calm the complainers. Don’t make them fill out
forms. Trade shows are fast paced - they want a decision
now. More critically, they want to know that their input is
valuable to you. Acknowledge and thank them for their
valuable assistance in making your business a success.
7. Out of the Blue.
Sometimes, there will be a problem that’s a complete
surprise. Often it’s a staffing problem - a rude sales person,
a question of misappropriated funds, an unknown side
deal, an executive with an addition. This is not gossip. It’s
unconfirmed information in tricky territory which must be
treated with utmost confidentiality. It’s critical to get the
correct information and pass it along discretely to the proper
persons within your firm.
Remember, a complaint really is a compliment.
Enjoy your next show!
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