Complaints in the commercial cleaning business are commonplace. Ideally, it’s not polite to just simply snap back at them all time. This is something you don’t just teach your employees. It’s something you’d expect out of customer support (such as the agents in charge of inbound telemarketing). Like most businesses, a call center is still a staple component of that service.
However, perhaps there could be a line that needs to be drawn when it comes to taking in complaints. Maybe your telemarketing agents are right to grow tired of the same, nitpicking caller. Some even say that complaints can ultimately have a negative effect on both your business and even on your brain! At least, that’s what Trevor Blake says in this Inc.com article:
“‘The brain works more like a muscle than we thought,’ Blake says. ‘So if you’re pinned in a corner for too long listening to someone being negative, you’re more likely to behave that way as well.’
Even worse, being exposed to too much complaining can actually make you dumb. Research shows that exposure to 30 minutes or more of negativity–including viewing such material on TV–actually peels away neurons in the brain’s hippocampus. ‘That’s the part of your brain you need for problem solving,’ he says. ‘Basically, it turns your brain to mush.’”
Further along the article, it describes three countermeasures against complainers. This might surprise you though but these might not work to your best interest if your complainers are at the same time your customers! Now as much the article has a point, you should consider reforming these countermeasures into more customer-friendly approaches like:
1. Gaining exposure
Blake compares complaints to second-hand smoke. On the other hand, exposure to complaints can be considered as feedback and that feedback can be used to improve services. For example, suppose your current customer runs an airport. There might still some things you might need to know about keeping things clean in an airport (like their security lines for example). Even if this one frequently complains, within those complaints lies informative feedback to show you what else needs to be cleaned.
2. Fixing the problem
You don’t just tell off the complainers to fix the problem themselves but neither should you just apologize and try to fix it on your own. Your business needs to collaborate with them through your telemarketers and focus on the problem itself. If you learned a few things already from the feedback, get to work on offering a solution. Who knows? This solution could even be used in future marketing campaigns and attract more commercial cleaning leads. Unlike complainers at work, complaining customers are still customers. Furthermore, these customers have problems that you have every obligation to help fix.
3. Step back and think
Again, complaints from customers shouldn’t be outright ignored. On the other hand, there’s still a point when it comes to retreating. Instead of retreating to ignore complaints however, you should retreat so that you and your people can take a deep breath and analyze the feedback found within complaints. Gain the peace of mind in order to objectively determine their causes and find more solutions. As stated before, properly analyzing this feedback can give you more solutions to promote in outbound telemarketing campaigns.
While it can be proven that complaints within an organization are more good than bad, the same might not be said of complaints coming from outside. In this case, think twice before dismissing complaints from customers. You could be missing out on critical feedback that could help strengthen your commercial cleaning business!