Virtual Assistance International
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Integrity, Quality, Deadline Delivery

Why Complaints are Valuable

Competition has never been like this before. Anyone with the ability to use the internet can reach out to customers worldwide and offer services cheaper than you and in all probability even better than you. You may be very good but you certainly aren’t the only one who can offer the services that you do. Customers today have more options and are much more demanding.

There are two types of customers

Those that complain in the hope that you respond and will do better next time.
These are better as they give you an opportunity to correct yourself. Perhaps they remember the good services you offered in the past and do not want to move away from you if you are willing to change.

Those that don’t and quietly move on to another provider without saying anything unpleasant to you.

Most of your clients fall in the second category. You wonder why they haven’t come back. You presume they may not need such services any more or were just one or two project customers till you find them advertising for the same services you once rendered to them.

It is for this reason you must realize that the most important thing that you have to handle is a complaint. The moment you receive a complaint your whole organization should sit up and listen. Handling a complaint is more urgent than the most urgent job of the day. The reason is that there is a dissatisfied customer out there whose trust you haven’t been able to keep and every moment he may be seething with anger or anxiety waiting for your response. Every minute his trust in you must be reducing. And bad news travels fast. People talk more about what went wrong compared to what went right as the normal expectation is that all will be right.
 
What to do with a complaint

Acknowledge it
As soon as you receive a complaint, acknowledge it, aplogize and promise to revert in a stipulated time. Don’t wait to enquire into the details and then give a reply with facts.

Register it for analysis and record
Complaints must be recorded, dealt with, lessons drawn and analyzed from different angles.

Recognize it  
Accept it gacefully, don’t go into denial. Most people and organizations react negatively to a complaint. They go into a self defensive mode of denial and tend to find excuses or fault with the client. They have at hand many examples when they found that the customer had not read the instructions carefully and it was finally found that the fault lay with the customer.

Respond with immediate action
Drop everything, fix it in stipulated time, apologize and compensate.
Apart from solving the client’s problem, it is important to apologize for the trust you have not been able to live upto for whatever reason in or out of your control. You should also be willing to compensate financially for the hardship caused to your client as this shows your genuine concern and willingness to undergo pain for your mistakes.

Make a lot of noise, get everyone concerned together and make them realize that complaint is a serious thing.

Do a root cause analysis; learn from it
Every complaint is an opportunity to learn how you can improve your systems, control of your processes, and quality of service. Do a root cause analysis and examine what you need to do so that such an error never recurrs.

Know person responsible, the doer and the checker
Your documentation should make it possible for you to trace the doer and the checker. It would be a good idea to ascertain if the problem is repetitive and is specific to a person, process, machine or a client.

If repeat mistake take apropriate action
If a complaint is due to negligence, is from one person and is repetitive, you may need to take appropriate action.

An inqury about status of order is half a complaint
If a client has to ask you about the status of an order or project, consider it to be half a complaint. The customer should never be left in a state of anxiety or nervousness about what is happening to his project. It is your responsibility to communicate transparently with your client as often as you can, even with an end of day report.

If you report delays or problems ahead of time, your customer can take corrective action. Communication is the biggest confidence builder.

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Testimonials

" Ashok has been absolutely spectacular and completely professional. In areas that our company struggled to make progress, Ashok took the reigns and we immediately saw results. I enjoy working with people who are trustworthy, and Ashok fits the bill."

David Meyers
Chief Operating Officer and Director of Finance


"Ashok Gupta provided our company excellent services mainly with article’s content. Ashok is a very approachable person who delivers his work always on time, and I would thoroughly recommend him in the future." Yours sincerely,

"Tal Gur",Owner of Software Company and Web Businesses

"He is a consummate professional who, from the get-go, has exceeded my expectations. Extremely smart, articulate, and knowledgeable. He has proven to be very conscientious, and takes 100% responsibility for quality control. It is really a joy to find someone like Ashok who can be counted on to provide outstanding and reliable service like this. In a word, a gem. I recommend his services wholeheartedly."

Kathy Lim, Marketing Expert, Canada

"Ashok has gone above and beyond my expectations. His clear and effective communication and updates were helpful and his delivery of the project excellent, I now feel I have found a great work partner in Ashok and will be working with him again very soon. Thank you for all your help and I look forward to our next project together."

Natalie Armstrong Globalheart Partner/Textile Designer

"I have been using Ashok''s services for over a month now since his work was so good from the initial project listed here. He''s been fantastic and very communicative tailoring his work to my specifications. I''d highly recommend him and his staff. "

Dr. Paul Obrien, Owner of Acupuncture Clinic

"Ashok has been amazing and i will continue to use his services for a long time!!! "

Chris ,Owner Real Estate Business

"Ashok & his team are great. We have an ongoing relationship and nothing I ask for is turned down. They can work with tight deadlines and deliver excellent work. Very professional in communication and Ashok will ask for clarification to make sure they deliver what you are looking for. I recommend them. "

Camilla, Administration Manager, Physician and General Surgeon Clinic

"Ashok was able to complete any task I threw at him with ease and grace. The quality of his work was high. He was proactive about contacting me regarding next steps and was able to complete tasks with minimal instruction. I would highly recommend him."

Steve Kinney

"Excellent working with this team! Really have benefitted from their efficiency, accuracy and easy communication. Definitely recommend."

Natalie, Lifecoach & Business Coach, UK

"Great service, delivers on time with great quality"

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