Have You Fallen into the Hatrix?

Receiving customer complaints is guaranteed as long as your doors (or website) are open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you complaints come with the territory. And although you may have a legendary product bound to better the world ...

Speed and Efficiency Matter When Solving Problems

Every customer that has a problem has one common goal- resolution. If your support staff isn't adequately prepared to solve problems, especially the hard ones, it really doesn't matter how friendly your support staff is. At the end of the day customers want to be helped, and they don't want to work harder on that resolution than you.   According to ...

The Power of Hate: Why Embracing Complaints Will Transform Your Business

  Receiving customer complaints is guaranteed if your doors (or website) is open for business. It’s not a matter of ‘if’ you will receive them, but rather ‘when’. Any seasoned leader or entrepreneur will tell you that they come with the territory. And although you may have a legendary product that is bound to turn the ...