Dealing with complaints: how one retailer does it

In our chat with Salt Lake City realtor Utah Dave, Dave talked about dealing with complaints.
He told us: "I have a client that asked us on the phone, have you ever had someone complain about you. And we said yes. And they said that's the right answer. And so I believe in transparency and I believe in instead of trying to cover up all the bad things that people say, but having transparency and trying to-- if someone has something bad to say, then you go back to them and you try to build on relationships that yo u're going to succeed more than trying to cover and hide all the bad stuff people are saying. And I think it's inevitable that if you, you know, someone's going to post something online whether you're online doing media or not. Whenever I type something in on a search engine I see something pop up that says rip off report. Someone posted a complaint. So I mean I would rather be online posting as much good as I can and being transparent than hiding and just having some bad things online pop up and you aren't online doing anything good at all."
Dave believes it is better to play offense since there is no value in just playing defense. "And how you address the complaints is really what's important rather than trying to not have them out there."

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“we use newsletters to get information from our customers. have a poll or a survey. it can be short, and even fun: where are you going on vacation? what tv show are you enjoying this summer? then post results in a future newsletter. people love taking polls.of course, always best to use a poll topic that is of interest to your audience.our customers are into new bands, especially hip-hop. we like to poll about "who's hot" in order to let them chime in about their favorites, and it also let's us get a sense of trends.”anson l , natchez, miss clothing store

“i get a lot of newsletters from craft shops with information about new products and services. the newsletter provides an opportunity to give the dates the products will arrive and some information about price, color, etc that will be of interest to consumers. the manufacturers often will provide you this information to put into your newsletter.also, i like it when email newsletters have special offers and discounts that are available for a limited time only, and only for customers who receive email. you don’t need to have an offer in every email, once every two months could work to keep people interested.mary jane, salt lake city, ut homemaker

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