I have a friend who bartends at a local restaurant. Sometimes I like to go and have a glass of wine while he's working to catch up on life. Last week, while enjoying a nice Shiraz, I overheard the owner of the restaurant complaining to the manager about a customer. "I can't believe that woman! She came up and complained about how we use too much butter on the vegetables. It's a restaurant - of course there's butter. If she didn't want so much on there, she should have told her server."
This got me thinking. It's easy for us, no matter which industry we serve, to complain about our customers who complain. Instead, I think we should be thanking them.
A customer who complains has the guts and the brand loyalty to tell you exactly what you need to do to meet their expectations. Think of it this way....
That same woman could have easily walked out of the restaurant, not saying a word to the owner. Then, since her expectations were not met, she would have most likely spread negative word of mouth, bashing the restaurant and their butter-happy ways to 10 of her friends.
What if this restaurant adopted the mindset of "complaints are just a form of feedback." The decision to make a change still rests in the hands of the owner - only now he is equipped with the knowledge of what his customers really want.
Just food for thought.