With any business you’re bound to get at least a few complaints from customers. Complaints are just part of the nature of running a business. How you deal with those complaint; however, will help define how your business operates, and whether you’re able to retain those customers going forward.
White Shark Media has dealt win a ton os small complaints over the years, typically trivial issues that can be solved fairly quickly thanks to the company’s outstanding well-trained staff.
The company’s way of dealing with those complaints has always been professional and courteous, even for some of the smallest issue, and through solving those problems the company has come up with ways to prevent similar issues from happening in the future.
Here are a few of the issues White Shark has had to deal with:
A customer not understanding the status of their Adwords campaigns: When White Shark Media heard this issue, it realized that its reporting procedures for AdWords weren’t quite as good as they could be. Now, the company sits down with each client and ensures that they understand everything there is to know about a campaign before it’s implemented.
Now that customers always have a clear understanding of the goals of a particular campaign, they have a greater understanding of what to expect from it as it progresses, and have better evaluate progress and success.
A customer needing more communication: Early on, White Shark Media Complaints team had a communication system in place where clients could reach out to their SEM Strategist whenever they wanted to talk.
While that open door policy sounded great on paper, when implemented it meant that clients would often need to speak to a receptionist before they were able to connect directly with an SEM Strategist, and in some cases that strategist was busy assisting another customer,so the client had to call back later.
To combat the issue, White Shark created a phone system with direct extension, eliminating the receptionist middleman. It also started scheduling monthly calls with clients to ensure they were always up to date.
A customer wants SEO services: White Shark Media found that a number of clients wanted them to offer SEO services, something that is complementary to the offerings of White Shark, but not something that the company currently provides.
While the actual service hasn’t be added to the roster of services just yet, now White Shark will help a company select a good SEO service, and work along with that SEO vendor to ensure the client is getting what they need.
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