On August 10, 2021, Logos Advisor Maida K. Zheng, was quoted in Carol Roth’s Business Unplugged how small business can effectively deal with customer complains.
Zheng’s advice to small businesses: Remember that trust is key.
“One way you can think about customer complaints and negative feedback is through the lens of trust. Trust is the natural consequence of promises fulfilled, expectations met, and values lived,” she explained. “With that, CEOs/leaders should view any feedback they receive through that lens and if the complaint has to do with a broken promise, expectations not being met, or an experience that is contrary to the company’s values – the only solution is to do what is necessary to regain trust.”