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Managing Customer Complaints to your Best Advantage

Friday, January 27, 2012   By Mike Reddy


Customer complaints are a fact of business. A customer who takes the time to complain rather than to take their business elsewhere may well be speaking on behalf of the silent majority. If the complaint warrants a systemic change or if you have taken action as a result of the complaint thank the customer for bringing the matter to your attention and advise them on the corrective steps that you have taken.

Implementing a system to deal effectively with customer complaints and to turn them into raving fans is a strategy that we have used to good effect in our business coaching assignments, so go on, give it a try!

Mike Reddy is a Chartered Accountant, business coach and advisor helping businesses in Sydney, Melbourne, Brisbane and Gold Coast to easily increase their profits and cash flow. He is currently President of the North Sydney Chamber of Commerce, a Regional Councillor for Sydney North East and a member of the Institute of Chartered Accountants Sydney leadership team. As well as advising businesses, Mike presents business development seminars and webinars and is regularly contacted by the media to comment on small business matters. You can connect with him on Facebook, Twitter and Google+.