THE PENDING DRAFT

Supporting people who complain about your product can be hard. In my (short) time in retail I had quite a bit of experiences with clients who where unhappy for various reasons. One thing I learned is that a complaint is not just “not a bad thing”, it’s actually the best thing that can happen to you. People who complain to you directly are actively giving you a chance to help them, instead of walking away in anger and telling everyone else how miserable their experience with you was.

Of course, complaints can come in different flavors, sometimes they can be intimidating and it can be easy to fall into the trap and take them personally. Jessica Malnik has some very good tipps on what to do with unhappy clients and why it is important to have a crisis scenario in place.

While reading her post I remembered this little story I read some days ago. Check out this tweet and don’t miss to read the linked support thread, it’s a perfect real life example of how to “turn em around”!

@tomwillmot turn em around: https://t.co/9sKR2Ruu0W :D

— Paul Mucho Sangria (@paul_wp) June 5, 2015

Note to myself: Someone should make nice “turn em around”-shirts for support staff.

How To Turn Your Most Unhappy Customers Into Brand Promoters