Most firms are convinced that they can offer products or services of superior quality better than their competitors. That's why by evidence of persuasion, the employees of many firms consider clients that voice negative complaints as being annoying. At times, the employee can say "this person is never satisfied" or "he/she has always something to complain about". This is typical in a firm that elaborates their own criteria to evaluate delivery services or products instead of the client's criteria. Did you know that a client that complains gives your firm a second chance? Yes! Studies show that between 55% and 70% of those who complain, come back if the situation was dealt with and the growth rate can increase up to 95% if it was done rapidly. Another study indicated that an unsatisfied client will tell from 9 to 10 other people; 13% will tell 20 people or more. Therefore, a satisfied client will inform approximately 3 others. It is to your advantage to resolve a problem quickly, instead of hiding behind the old saying "One client lost, a thousand found!".

Seeing that your position within the firm leads you to believe that complaints are an inconvenience, then you should leave the comfort of your office and go to the center of operations and see what your employees or clients deal with. Can you affirm that you know everything concerning how the firm treats their clients? Have you ever put yourself in your client's shoes and try (by telephone or other) to find about the services you offer?

At Okana-Solutions Marketing, you will work with a professional team that will allow you to discover the strengths and weaknesses of your products, services, and the physical evidence of your personnel. The client does not only criticize but also suggests avenues how your company can better serve their customers. We will establish policies and procedures for complaint and compliment management, as well as develop a set of associated rules. We will lead you to realize that complaints or compliments can guide you, with indicators, to evaluate the quality of your services and products.