by Leo Enoch

Created on: September 29, 2008

In my years of business, there is one indicative certainty of a customer when they gave you a negative feedback, they are your loyal customers. However negative feedback can be a double edged sword that can turn your loyal customers into your everlasting negative advertisers.

I always told my customers that it is ok for them to give me an honest negative feedback about our company or our products if they are not satisfied. My customers never fail to give me a smile when I told them that once they are our customers, they are actually my company's wife. I would rather they complain and give us negative feedback than keeping quiet and then they become "adulterous" by going to my competitors.

Negative feedback is definitely a tremendous opportunity, well it is not only an opportunity, I guess it creates opportunities. Here are some of them:

1. The opportunity to make our customer die hard loyalist to us. I have customers that will never take any other brand except our brands even if it is at higher cost because we handled their negative feedback very well the last time round. He knew that he can depend on us.

2. The opportunity to improve ourselves, our company grows because we care about these negative feedback, we have been improving each and every process of our business every time there is a negative feedback. What it does to our bottom line is that we became much more efficient and our profitability skyrocket to the roof.

3. The opportunity to discover new market. There are times through the negative feedback, we sees the different need arises in the market place and by adjusting to it, we discover new territory for businesses that we did not see before.

4. The opportunity to learn and develop better products and services and thus put us much more advance in front of our competition because from these negative feedback, they provide us the ground for products and service development that we will never look into before.

5. The opportunity to establish a higher ground of networking with customers. There are a few occasion due to the negative feedback that we handled well, our customer became our partners and we have venture into business together successfully as there are greater trust in place now.

There is much opportunity in negative feedback and if you are not afraid to handle them well, than I guess, there are huge potential you can get from these negative feedbacks.

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