Yesterday I asked “who hates you?“, and suggested that if there’s a group of people that hates you, there’s probably an equally passionate group of people that like you because of it. That post was inspired by Seth Godin, who today writes:
Obviously, not everyone complains all the time. Perhaps it’s just a few a day. But the people who complain, care. And it’s the customers that care that actually have a huge impact on your business.
If no one cares, you’ve got trouble.
Which expands nicely on what I was saying. If there’s a group that hates you, then there’s a group that will care about you. Look after this group and they’ll become evangelists for you. If you read Guy Kawasaki’s blog or books you’ll know just how powerful those customers can be.
In an ideal world however you’ll not only deal with the complaints of those customers that do complain, but also those that haven’t complained, I suggest how in my post “how to deal with complaints that you haven’t recieved“.Email This Post