Companies, Stop Aiming for a Complaint-free Record

 

Your customers' complaints could be the goldmine you’re overlooking.

“We want zero complaints,” says every company in the world. But what if complaints are the secret competitive advantage your business needs?

"Complaints offer an intimate way of understanding your business through the eyes of your customers," Dr. Janelle Barlow, President of All Out Performance and author of A Complaint is a Gift, said during her talk, Turning Critics into Advocates hosted by Management Strategies on September 23, 2024, at Discovery Primea, Makati. The event explored a radical idea: complaints can be your greatest source of insight and revenue, if only companies dared to listen.

And listen they did. Senior management who attended the event came from private foundations, telecommunications, finance, real estate and hospitality industries.

Silence is worse

If complaints aren’t bad news for companies, why don’t more customers speak up?

Many don’t think anything will get done, or the situation could worsen further. Dr. Barlow shared an anecdote about people being afraid to complain to their doctors, worrying that voicing their concerns might lead to worse treatment.

The same logic applies in business: silence from customers can be far more dangerous than complaints. These are the customers who simply walk away–the 50% you’ll never see again.

But, here's the twist: 60-70% of customers who have their complaints resolved satisfactorily go on to buy five times more than they initially would have.

"If you solve their concerns instead of over-apologizing, they’ll actually come back to repurchase five times more,” Dr. Barlow said. “This is the power of complaint handling in the language of revenue and results.”

Everyone owns the complaint

Only 1 in 10,000 written complaints ever make their way to senior management. In the US, companies are losing 1 trillion dollars due to poor complaint handling.  

Dr. Barlow emphasized the need to break down silos. Businesses must instead foster a culture where everyone feels responsible for addressing customer concerns.  

Too often, companies are laser-focused on acquiring new customers, missing the retention goldmine. 

Retaining existing customers is significantly cheaper than attracting new ones. And the rewards are exponential. A small increase in retention can lead to a dramatic uptick in profits.

“Most companies spend half of their revenue attracting new customers,” Dr. Barlow revealed. “But retaining even just 5% of your customers can lead to up to 95% profit increase.”

Turning critics into advocates

So what can businesses do in face of complaints? Dr. Barlow suggests three power tools that will turn even the worst critics into staunch advocates.

First, widen your customers’ tolerance zone. “When customers feel understood and valued, they are far more forgiving,” Dr. Barlow explained. A little friendliness and empathy go a long way in easing tensions and getting customers on your side. Instead of reacting defensively, aim to create an environment where your customers feel heard. 

Next, speed. “Above all, what customers want from service is responsiveness,” Dr. Barlow emphasized. Quick resolutions show that you value their time and concerns. When you act swiftly, you not only diffuse anger but also demonstrate your company’s commitment to resolving problems. 

Big data can speed up resolution. “Access to every data point can address the root cause of customer complaints and understand them beyond face value.”

Finally, fairness is more important than you realize. Customers aren’t just looking for their problem to be solved—they want it handled fairly. When your solution feels balanced and just, customers are more likely to leave with a positive impression, even if things didn’t start off smoothly. 

Behind every complaint is a gift. The question is: Are you ready to unwrap it?

About MANAGEMENT STRATEGIES

Management Strategies is a global consulting firm specializing in culture building and organizational transformation.

Today, with over 50 passionate consultants and coaches worldwide, the company continues to focus on bringing out the best in people and activating their purpose and strengths. For more information on the company and their services, visit their website at www.mgtstrat-asia.com

This press release has also been published on VRITIMES

The 2024 OTOP (One Town, One Product) Philippines Food Fair ongoing in Makati until October 8

Wazzup Pilipinas!?

The OTOP Philippines Food Fair is ongoing right now at the Glorietta Activity Center in Makati from October 4 to October 8, 2024.

The 2024 OTOP (One Town, One Product) Philippines Food Fair is currently taking place at the Glorietta and Palm Drive Activity Centers in Makati from October 4 to October 8, 2024. This vibrant event, organized by the Department of Trade and Industry (DTI), showcases the culinary excellence of more than a hundred Filipino micro, small, and medium enterprises (MSMEs). It is a celebration of Filipino flavors, reflecting the rich culinary heritage of the Philippines through a multi-sensory experience.

Visitors to the food fair can enjoy colorful presentations of Filipino dishes, hear the inspiring stories behind the products, and of course, taste authentic flavors ranging from sweet delicacies to savory treats. The event also aims to connect MSMEs with institutional buyers, offering them opportunities to expand their reach into mainstream markets. The fair highlights top-tier food items with competitive packaging to attract both consumers and business buyers, setting a new standard for food fairs in the country.

The OTOP Food Fair continues the momentum of the successful 2024 DTI Bagong Pilipinas National Food Fair, which generated over Php 61 million in sales, emphasizing the growing global interest in Filipino cuisine. This event is open to the public with free admission, and those who cannot attend in person can watch the livestream on the National Food Fair’s social media platforms.

For food lovers and entrepreneurs, this fair is an excellent opportunity to explore the diverse flavors of the Philippines while supporting local businesses​.

The 2024 OTOP Philippines Food Fair at Glorietta is more than just a showcase of Filipino flavors—it is a platform for innovation and creativity. Organized by the DTI’s Bureau of Market Development, Promotions, and OTOP (BMDPO), the event not only highlights the best of Filipino cuisine but also promotes entrepreneurial growth. By bringing together MSMEs from different regions of the country, the fair fosters collaboration and networking, encouraging local food entrepreneurs to bring their products to a wider market​.

Visitors can expect a festival-like atmosphere with colorful displays, and live cooking demonstrations, offering a true feast for the senses. The food fair features a diverse range of products, from artisanal snacks and local delicacies to region-specific specialties like Vigan longganisa and Bicol’s famous laing​.

This year, the event is also part of a larger national movement to elevate Filipino cuisine on the global stage. With its focus on quality packaging and competitive marketing, the OTOP fair serves as a stepping stone for MSMEs aiming to enter international markets, reflecting the growing interest in Filipino food worldwide.

For anyone passionate about Filipino culture, food, or entrepreneurship, this event is a must-see. Whether you're there to sample the rich diversity of flavors or to discover the stories behind each product, the OTOP Philippines Food Fair is an immersive cultural experience​.

As the OTOP Philippines Food Fair continues to unfold at Glorietta, it’s clear that the event is not just a celebration of Filipino culinary heritage, but also a powerful driver of economic development for micro, small, and medium enterprises (MSMEs). The fair serves as a hub for connecting these businesses with institutional buyers and consumers, helping them gain exposure in both local and international markets​.

The event highlights Filipino ingenuity by featuring products that have been carefully developed to meet global standards. From modern takes on traditional dishes to innovative new products, the fair offers a range of culinary delights that represent the rich diversity of the Philippines' regional cuisines. Attendees are treated to a sensory overload—seeing, tasting, and experiencing the best of what Filipino food has to offer​.

The OTOP program is designed to promote local products, unique to specific towns and regions, by offering MSMEs a platform to showcase their goods. It reflects the country's broader effort to sustain its cultural identity while advancing economic empowerment, particularly in the food sector. For local entrepreneurs, this fair is not only a celebration but a chance to grow their businesses by enhancing product packaging, improving food safety standards, and expanding their market reach​.

With such a wide array of food offerings and cultural experiences, the OTOP Food Fair remains a crucial event for anyone passionate about Filipino cuisine and business. It underscores the ongoing support from government bodies like the DTI and private sectors in pushing Filipino products onto the global stage, ultimately contributing to the promotion of the country as a culinary destination.

Close of Investment in PHINMA Education by KKR

Wazzup Pilipinas!?

Investment will Support Filipino Higher Education Group's Efforts to Scaling Operations

PHINMA Education Holdings, Inc. (‘PHINMA Education’ or the ‘Company’), a leading private higher education group and the education arm of Filipino conglomerate PHINMA Corporation, today announced the completion of the initial investment of leading global investment firm KKR. The transaction, first announced in May 2024, has closed following the completion of the customary regulatory approvals.

“We have already started working together in several areas,” shared Dr. Chito B. Salazar, President and CEO of PHINMA Education. “We are leveraging KKR’s global experience and networks to help us improve our completion rates, refine growth strategies, and reach more underserved students.”

Happy A. Tan, Phinma Education Country Chief-Philippines, added, “In the months since we began this process, KKR has shared their resources and expertise with us to make headway on what matters most – making lives better through education.” Areas of collaboration include efforts for digital transformation and ESG.