MY business has been in operation for five years and is growing at a slow but profitable rate. An investor, who has a small share of the business is critical that we are not moving fast enough. Do you have an opinion? moving too slowly. That will help develop a clearer road map and bring clarity to expectations of both sides.
Both projections should look ahead five years so that there is a longer-term vision and everyone can see the prize at the end of the journey.
We also have to remember that people’s lives are far more stressed and busy than ever, and sometimes when this is disrupted with a problem, a customer reaction can be strongly articulated.
I have always believed that part of solving any complaint problem is about getting into the shoes of the consumer and imagining how they might be feeling.
While I acknowledge that sometimes this reaction can be at a higher level than one might normally expect, as a general rule of thumb, if you put yourself in the customer’s shoes, you will do very well at solving the issue.
With regard to how you solve the problem, I was listening to a café owner recently telling their staff that “a free cup of coffee is much cheaper than a complaint getting out on social media to another 4,000 perspective customers”.
I am sure you are going to say to me that a cup of coffee won’t solve it in many instances, which is probably correct, but my message is that any investment is cheaper than an irate customer leaving your premises dissatisfied.
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