While I was working as a salesman in the bank, one thing we usually had to deal with almost every day was an angry customer. Expecting and handling them was part of the things we were trained for though. Angry customers are everywhere; from the bank customer to the housewife that went for grocery shopping. We have all been angry customers in the past too, so let’s not make it look like being an angry customer makes one the bad guy.
Generally, we all need each other’s service. From the disc jockey to the dentist and even the lawyer or the mailman, we all are each other’s customers. Our environment is a large open market, and we are all each other’s interwoven customers.
This means there is a never-ending demand to receive better services from everyone we see. Offering poor services is no longer a viable option in today’s world. And any business that offers poor services goes out of business with time.
Why? The competition is getting fiercer every day. And most businesses that understand this usually do their best to make treat their customers right, and make their experience a wonderful and unforgettable one.
Every business that wishes to thrive in spite of the stifling competition must acknowledge that the customer, including the angry ones deserves the best possible treatment. They understand that the job of the angry customer is to give them feedback on loopholes that need to be fixed and issues that need to be addressed to maximize business growth.
If you are still wondering, below are four ways an angry customer helps your business grow:
- An angry customer reminds you that though you are boss, you still have someone to answer to: Him
The probability of getting a backlash from an angry customer makes you remember who the real boss is. It is easy to get carried away with the title of manager or CEO that you forget who is really paying the bills.
There are times when as a business owner, you could take certain decisions that you think are in your business’ interest. Everything would normally seem to be okay, until the real boss comes: an angry customer. His coming is to remind you that though you are free to take profit-making- focused decisions, you still need to pass your ideas through him.
For instance, the angry customer serves as a reality check to help call you back to the right direction when you hike your prices without any counterbalancing service.
This doesn’t mean that you don’t get to take your own decisions as boss. However he helps you make decisions that will not just bring in profit but will ensure long-term growth.
- Their feedback shows you the loopholes you need to fix
An angry customer is an informant. Even though he may not go about it peacefully initially, but he is the only one that really gets to tell you to your face that what you did is wrong. That’s a brave step that your staff or friends cannot take.
His method is not the best, I agree. But the fact that he did not walk away to other businesses offering the same service as yours means that you still have a chance to prove yourself. All you need to do is to see him as what he is: an informant; feedback source.
There’s really no point in trying to fight him or argue with him if you understand that he is just your informant. In fact, when you listen carefully to an angry customer, you could pick up some competitive advantages your competitors have over you. This information can then be used to improve and grow your business.
- If you get him on your side, he will recommend you to others
People may not remember you, but they will never forget how you made them feel. If you understand the role an irate customer plays in your business, you will do your best to convert him to a satisfied customer. If you do this successfully, they will feel good about you and your business. And guess who will start recommending your business to other people?
An angry customer is the best advertiser your business can have. Normally, if you listen to them, make them feel better, and proffer solutions to their issues, they would want to refer your services to as many people as possible.
- He provides an unsolicited and free review for your business
Growing a business involves taking regular evaluation of the high and low points of your daily operations. Among other things, this involves ensuring that the serving staff and the receiving customers do not over step their legal and humane boundaries.
An angry customer literally serves as a suggestion box. The number of angry customers encountered on a particular issue could help you ascertain the competence of your staff on that issue or the viability of your product. He helps you discover workers that no longer serve your objective, or products that are not working in your favor.
An angry customer is not the worst thing that ever happened to your business. He is not out to make all your hard work come to futility either. See him rather as an instrument of amendment, a catalyst of change and a spur to action that will lead to your business’ growth.