The Average Customer!
The member or customer, who has a complaint tells 9 or 10 people about it and 13% of those people recount the incident to 20 or more people, isn’t that interesting! what reputation do you want to represent, at your club? or in the tennis industry. What message are you sending?
Customers who have had complaints satisfactorily resolved tell an average of five others many of them prospective customers/members about the great treatment they receive, this is the image as a professional you need to project
How can I get positive results from complaints?try and think of a time when you were really upset and frustrated, you called to complain, the first response You got was an argument, you’re upset your temperature probably went right through the roof. Please try to calm down and remember you’re dealing with your customer or the member at the club. What ever the challenge it never helps to win the argument, because you will lose the member.