"To Err is Human, To Collect Feedbacks, Divine" Satish Kota

Narration: As a human or a business, it is inevitable that you make mistakes. It is normal and accepted to have 10-15% of your customers to be unhappy and it is bound to happen, whether you like it or not. It could be a fault in the product or service, or the packaging, or delivery or if the customer’s expectation is higher. Your unhappy customers will vent their anger on you whenever they find an opportunity. By collecting feedbacks and acknowledging it appropriately, you will actually reduce their anger levels and do not give them opportunity to go to the industry or media and create a negative reputation about your business. Business Psychologists say that 62% of your unhappy customers will be happy if they can speak to the customer service and sort out the problem. This leaves with only 38% of unhappy customers or 3.8% of your total customers who might still be unhappy.