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5 Ways to Manage your Customer Complaints Procedure

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Complaints are a rural part of life that we can rarely ignore completely. People are not always going to be happy with your service and there are always going to be picky individuals who search desperately for something to pick fault with at every turn. It’s not whether you get complaints or not that defines how successful a business is; it’s how you deal with customer complaints.

So, we’ve put together a few top tips to help you organise all complaints with a level head. Because just one bad review can cause a chain reaction these days that will have a significant impact on your business if you’re not ready to do a little damage control.

Keep calm – You have every right to be defensive over your business and your brand but this defensiveness, if it’s allowed to reveal itself, can have negative consequences. With every complaint, ensure that you remain calm and listen to what they are saying in as detached a fashion as possible.  It helps to put yourself in their situation and see the problem from their perspective, even though we realise this might be difficult to do!

Acknowledge the problem – It’s likely that the customer problem might seem petty or simply wrong to you but it’s important that you make them feel you’re taking them seriously. By allowing them to vent their frustrations and get their problems off their chest you’ll not only allow them a certain amount of catharsis but you’ll let them feel like they’re being heard.  Never tell the customer they are wrong, even when they are!

Offer solutions – The only way you’re going to solve customer complaints is if you’re able to offer legitimate solutions. Having a list of common problems and common solutions to hand at all times will certainly help but you also have to learn to be flexible and be able to think outside the box. Not every complaint is going to conform to the same template, after all.

Have a procedure in place – An efficient customer complaints procedure is one of the first processes you should put in place and is a process that all employees should be made aware of. Information often gets lost in translation over the phone, so we’d recommend investing in a Response Tap call tracking solution which will allow you to determine customer intent  and direct them to the right department without missing a trick.

Keep it informal – If possible, try to keep things as informal as possible and avoid things escalating to a formal complaint. If you need to hand out refunds, vouchers and/or apologies then so be it as this is often far more cost-effective than going through the formal complaints process.

The idea of Bigtime Daily landed this engineer cum journalist from a multi-national company to the digital avenue. Matthew brought life to this idea and rendered all that was necessary to create an interactive and attractive platform for the readers. Apart from managing the platform, he also contributes his expertise in business niche.

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Business

Scaling Success: Why Smart Habits Beat Growth Hacks in Modern eCommerce

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There’s a romanticized image of the eCommerce founder: a daring risk-taker chasing the next big idea, fueled by late-night caffeine and last-minute inspiration. But the reality behind scaled, sustainable brands tells a different story. Success in digital commerce doesn’t come from chaos or clever hacks. It comes from habits. Repetitive, structured, often unglamorous habits.

Change, a digital platform created by eCommerce strategist Ryan, builds its entire philosophy around this truth. Through education, mentorship, and infrastructure, Change helps founders shift from scrambling for quick wins to building strong systems that grow with them. The company doesn’t just offer software. It provides the foundation for digital trade, particularly for those in the B2B space.

The Habits That Build Momentum

At the heart of Change’s philosophy are five core habits Ryan considers non-negotiable. These aren’t buzzwords; they’re the foundation of sustainable growth.

First, obsess over data. Successful founders replace guesswork with metrics. They don’t rely on gut feelings. They measure performance and iterate.

Second, know your customer deeply. Not just what they buy, but why they buy. The most resilient brands build emotional loyalty, not just transactional volume.

Third, test fast. Algorithms shift. Consumer behavior changes. High-performing teams don’t resist this; they test weekly, sometimes daily, and adapt.

Fourth, manage time like a CEO. Every decision has a cost. Prioritizing high-impact actions isn’t optional; it’s survival.

Fifth, stay connected to mentorship and learning. The digital market moves quickly. The remaining founders are the ones who keep learning, never assuming they know it all. 

Turning Habits into Infrastructure

What begins as personal discipline must eventually evolve into a team structure. Change teaches founders how to scale their systems, not just their sales.

Tools are essential for starting, think Notion for documentation, Asana for project management, Mixpanel or PostHog for analytics, and Loom for async communication. But tools alone don’t create momentum.

Teams need Monday metric check-ins, weekly test cycles, customer insight reviews, just to name a few. Founders set the tone by modeling behavior. It’s the rituals that matter, then, they turn it into company culture.

Ryan puts it simply: “We’re not just building tools; we’re building infrastructure for digital trade.”

Avoiding the Common Traps

Even with structure, the path isn’t always smooth. Some founders over-focus on short-term results, chasing vanity metrics or shiny tactics that feel productive but don’t move the needle.

Others fall into micromanagement, drowning in dashboards instead of building intuition. Discipline should sharpen clarity, not create rigidity. Flexibility is part of the process. Knowing when to pivot is just as important as knowing when to persist.

Scaling Through Self-Replication

In the end, eCommerce scale isn’t just about growing a business. It’s about repeating successful systems at every level. When founders internalize high-performance habits, they turn them into processes, then culture, then legacy.

Growth doesn’t require more motivation. It requires more precision. More consistency. Your calendar, not your to-do list, is your business plan.

In a space dominated by noise and novelty, Change and its founder are quietly reshaping the conversation. They aren’t chasing trends but building resilience, one habit at a time.

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