Do you actively follow up complaints?

Verbally or formally! OK, in the bigger aquatic centres and swim schools, often there is a person in charge of complaints, however, I have always felt, it's important as a professional swim teacher to be directly involved with complaints and their procedures. It shows a deeper commitment to your customers.

I remember once being in a swim school manager's office, where the manager would not go out on pool deck because he was so firightened of getting complaints from certain customers. He would wait until the peak was over. This is a terrrible way of conducting your business. These customers could help you the most.

Personally, I  love following up a complaint either by phone or sometimes by  an official letter or email, as this gives me the opportunity, to thank them again (Yes, I thank all of my customers whether the feedback is good or bad).

I am also able to report the actions, we have put in place because of their comments, thereby showing our patrons, that their comments or complaints were valued and acted on. I find often, a complaint equals an improvement. Read more at  Article Source: http://EzineArticles.com/6537915