Comments on: Customer complaints are golden http://www.smallbusinessboomers.com/customer-complaints-are-golden/ business advice for boomers Tue, 26 Jan 2010 00:05:44 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Sean http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-347 Sean Tue, 09 Dec 2008 16:58:27 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-347 <i>If your franchise owner claims that there is a problem with a client of yours. Should, they give you a copy of an email received by them... </i> In most cases, yes. If it's your responsibility to solve the problem, you should get a copy of the complaint. However, without knowing the specifics, it's impossible to say. Did the client send the complaint in confidence to the franchisor? Does the franchisor fear your response/reprisal? There must be a reason they're withholding it. If they wanted to make it up, they would have said they got the complaint by phone. If your franchise owner claims that there is a problem with a client of yours. Should, they give you a copy of an email received by them…
In most cases, yes. If it’s your responsibility to solve the problem, you should get a copy of the complaint.
However, without knowing the specifics, it’s impossible to say. Did the client send the complaint in confidence to the franchisor? Does the franchisor fear your response/reprisal?
There must be a reason they’re withholding it. If they wanted to make it up, they would have said they got the complaint by phone.

]]> By: Axel Bello http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-582 Axel Bello Mon, 23 Jun 2008 18:40:24 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-582 If your franchise owner claims that there is a problem with a client of yours. Should, they give you a copy of an email received by them or a writing complain giving fundation to their say so. If your franchise owner claims that there is a problem with a client of yours. Should, they give you a copy of an email received by them or a writing complain giving fundation to their say so.

]]> By: Glenn (Customer Service Experience) Ross http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-18 Glenn (Customer Service Experience) Ross Sun, 14 Jan 2007 23:41:27 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-18 Excellent post. Earlier this week I wrote about an excellent book on the same topic. http://www.allbusiness.com/sales/customer-service/10783-1.html?postId=008300 Regards, Glenn   Thanks for reading.  Jim Excellent post. Earlier this week I wrote about an excellent book on the same topic.
http://www.allbusiness.com/sales/customer-service/10783-1.html?postId=008300

Regards,

Glenn

 

Thanks for reading.

 Jim

]]> By: startupspark.com - The Value of a Customer Complaint http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-10 startupspark.com - The Value of a Customer Complaint Fri, 22 Dec 2006 16:29:28 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-10 [...] Over at Small Business Boomers, Jim Norton’s tackling the issue of customer complaints. He flat out tells you that customer complaints are the best thing that could happen. Well, winning the lotto might be slightly more fun, but he’s got a point. [...] [...] Over at Small Business Boomers, Jim Norton’s tackling the issue of customer complaints. He flat out tells you that customer complaints are the best thing that could happen. Well, winning the lotto might be slightly more fun, but he’s got a point. [...]

]]> By: Franchisee Complaints are Golden, Too. at http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-5 Franchisee Complaints are Golden, Too. at Mon, 04 Dec 2006 15:17:22 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-5 [...] My fellow b5media blogger Jim Norton (Small Business Boomers) has some good thoughts in his recent “Customer Complaints are Golden” post. Says Norton: …There is a big difference between the people who complain and those who don’t. That difference is that those who say something about the short comings of your product or service want you to do better. The others want you to fail. [...] [...] My fellow b5media blogger Jim Norton (Small Business Boomers) has some good thoughts in his recent “Customer Complaints are Golden” post. Says Norton: …There is a big difference between the people who complain and those who don’t. That difference is that those who say something about the short comings of your product or service want you to do better. The others want you to fail. [...]

]]> By: Sean Kelly http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-4 Sean Kelly Mon, 04 Dec 2006 14:57:45 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-4 Jim: Great points, and an important reminder of the value of customer complaints. I'm going to post a link to this entry from my franchisormarketing.com site to remind those who run franchise companies (our readership) that the principles you preach are also applicable to "internal customers" such as franchisees, managers, and other team members. Complaints are often ways of identifying areas for improvement that would otherwise keep eating away at efficiency and morale. Jim:

Great points, and an important reminder of the value of customer complaints. I’m going to post a link to this entry from my franchisormarketing.com site to remind those who run franchise companies (our readership) that the principles you preach are also applicable to “internal customers” such as franchisees, managers, and other team members. Complaints are often ways of identifying areas for improvement that would otherwise keep eating away at efficiency and morale.

]]> By: Jim Lane http://www.smallbusinessboomers.com/customer-complaints-are-golden/comment-page-1/#comment-3 Jim Lane Sat, 02 Dec 2006 09:21:35 +0000 http://smallbusinessboomers.com/customer-complaints-are-golden/#comment-3 Major props on this. Bill Gates says something similar. I've followed on with my own rant at Marketing Canapes. Major props on this. Bill Gates says something similar. I’ve followed on with my own rant at Marketing Canapes.

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