I was out in the wilds of the Adirondacks, when I happened upon a food truck. Feeling hungry, I approached the vendor and immediately noticed what appeared to be a tip jar. Upon closer investigation, I read the corresponding sign: “Please write all complaints on 20-dollar bills.”
Initially, I thought it was a clever gimmick, but upon further consideration, I saw the underlying wisdom in it. No one wants to receive complaints, but the truth is, they actually do have value. Customers who complain bring us opportunities with their grievances. By letting us know what’s wrong, they give us the chance to make things right, thus creating a more loyal customer.
Customers who walk away without voicing their complaints often take their business with them. Not only that, they’re also likely to pass along tales of their unfortunate experiences, generously sharing them in conversation and/or (God forbid) online.
Of course, no one enjoys fielding complaints, but we can reframe them as perfect opportunities to be of service and make a difference—both in the customer’s experience and the success of our companies. The moral of the story: Complaints don’t have to be written on 20-dollar bills to be worth their weight in gold!
I completely agree with you. In fact it really could be the other way around. Will pay $20 for every valid complaint. Like you said, “By letting us know what’s wrong, they give us the chance to make things right, thus creating a more loyal customer.” and that would surely be worth $20. Am I going to make that offer? hummmmmmmmmmm have to think on that. It’s hard to open yourself up to criticism since it requires acceptance and requires action.