by Devon Weaver, Keeping Tabs Accounting
August 2011
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Turn Customer Complaints into Opportunities
solution to a customer’s complaint: fair. One of the
key phrases, which not a lot of people use, is: what
do you think would be fair? That word fair does
seem to bring out in people a sense of, OK, this is
reasonable. Otherwise customers may jump at the
opportunity to demand inappropriate freebies, like
a fully compensated meal when a free dessert would
be enough. If you ask the customer to propose a “fair
and reasonable” solution, acting as a partnership with
you to find a resolution, chances are it will consist of
less than what you would have thought to offer.
• Patrol customers’ online conversations—In
today’s digital age, there’s no way of knowing exactly
where a customer will choose to voice a complaint.
continued on next page
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IRS Increases Mileage Rate to
55.5 Cents per Mile
The Internal Revenue Service announced an increase
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