Customer Complaints and 5 Steps to Ensure they Help Your Small Business

Posted at 1/7/2020

We’ve all heard the life maxim that ends with “ … you can’t please all of the people all of the time.” In business, as in life, this is true so no matter how hard you work and how well you serve your customers, your small business is bound to get complaints from time to time. But contrary to what many people believe, customer complaints can be good for your small business.

How is that, you ask? Customer complaints are just another form of customer feedback and every successful business – no matter how small or large -- incorporates customer feedback into their ongoing business operations, strategy, and product or service offering. We recommend your small business follow these five steps to receive, process, and respond to customer complaints and to make your business even better.  


Step 1 is to listen carefully to understand the nature of any complaint so that you can categorize it.  Every business is unique and you should come up with your own list of categories so that you can see any emerging patterns and so that you can prioritize (step 2) your actions. Some examples of categories are first-time complaints, serial complaints (and complainers), a complaint from what you consider a loyal customer, a complaint about your product (or service) features, a time-sensitive or urgent issue, a personnel complaint, a complaint based on a misunderstanding, and a complaint from a new customer based on a mismatch of expectations.  

Contrary to a popular expression, the customer is not always right. Most customers with complaints will be based on legitimate concerns -- and you should incorporate that valuable feedback to improve your business. But others may not understand your offering or they may have an unrealistic expectation on what it can do for them. This too is valuable feedback as you can revise how you can make your offering better understood (e.g. better customer education). At the same time, your upfront “selling” process should be revised to make clear the benefits of your product - so there aren’t mismatched or overinflated expectations with future clients.   


You shouldn’t treat all complaints equally so consider which category the complaint falls into and ask yourself these additional questions before taking any action:

·      What is the urgency and importance of this complai...more

Categories: Marketing
  • Customer Care
  • Fanbank Complaints

Five Last Minute Ideas for your Chamber of Commerce to Promote Small Business Saturday

Posted at 11/26/2019

If you work for one of the 4,000 Chambers of Commerce across the United States, then you probably get the most satisfaction from your work when you help members become more successful, in turn, contributing to the prosperity of your community, region, or state.  

Therefore, you may want to take advantage of Small Business Saturday on the Saturday after Thanksgiving. The holiday encourages shoppers to patronize brick and mortar businesses that are small and local. However, with less than a week to go, you may worry there’s not enough time to do anything to support businesses on this upcoming holiday. But don’t fret, there’s still time to create an impactful promotional campaign to support your local merchants and here are five ideas for doing so: 

#1: Free Parking: If you have an office within walking distance of the downtown area, offer free parking to encourage people to make the trip. It's simple. But you’d be surprised how a little bit of encouragement will go a long way. Also, this offer gives you a reason to send out a mass email to your community to remind them to shop local. 

#2: Reward the Spirit of the Season: Set up a welcome booth and give away free coffee and doughnuts to anyone that makes a food or toy donation at the Chamber’s booth. This may spur a little extra purchasing in the local shops and the items can go to a good cause, like children in need or a local food pantry.   
#3: Gift Bag Drawing: Handout a “passport” or visitor card that can be stamped or punched by participating members (yes, you need to spend some effort to get your local merchants to agree to participate in advance) and if shoppers return their cards full, then enter them into a drawing for local merchandise or gift cards (Ask local businesses to donate to the cause…)  

#4: Scavenger Hunt: This probably won’t require much advance input from your local merchants.  Hand out 3 different sheets with 5 questions each about local businesses (e.g. which business is offering 40% off holiday ornaments…) Each completed sheet is entered into a random drawing and then provide gift baskets stocked with locally purchased items to the winning submission(s).  

#5: Hashtag Photo Contest: Post flyers around town on asking shoppers to take a photo at their favorite local store and then to hashtag it (eg. #citynamesaturday) If your town has a masco...more

Categories: Local business community  |  Local business foot traffic  |  Marketing
  • Small Business Saturday
  • Chamber of Commerce
  • Marketing
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Driving In-Store Sales from Actions Taken in the Online World

Posted at 9/23/2019

This posting summarizes key points made by Mitch Jacobs, Founder & CEO of Fanbank in his webinar entitled “Bridging the Gap Between Digital & Physical.”  

The session presents evidence that small business customers are actively living their lives online:

- 81% are using smartphones

- 75% of Americans have purchased something online

- 80% say online posts from their friends have directly influenced their purchasing decisions

Therefore, it’s essential that small businesses utilize tools to engage and capture customer attention online and drive these customers to make in-store purchases. The goal is to capture the attention of consumers where they reside today – on social media sites like Twitter, Instagram, Yelp, Facebook, or Google, and to convince them to cross the bridge and head into your store for the in-person experience. 

Fanbank’s easy-to-use online platform automates the digital experience for small business customers to ensure they can deliver high quality and consistent interaction with online prospects. 

Watch the video entitled “Bridging the Gap Between Digital and Physical” led by Mitch Jacobs, Founder & CEO of Fanbank to gain valuable insights or read customer reviews for Fanbank


Categories: Growth  |  Local business community  |  Local business foot traffic  |  Marketing

Grow Sales by Building and Engaging Your Customer List

Posted at 9/3/2019

Fanbank aims to be a resource for small businesses that anyone can use and to help small businesses efficiently manage and grow their sales. Fanbank Founder & CEO Mitch Jacobs, provides practical tips for how small business owners can create and engage their customer lists to maximize sales -- watch this video:

Mitch touches on tactics for building and engaging your customer list. In summary, these tactics include four key steps: 

1. Use a platform you can control (control your destiny) 
2. Break through the promotional noise and offer a reason to engage
3. Transform interest into captured contact information
4. Continue to build engagement at regular intervals

If you consistently put the right amount of energy into controlling, building, and engaging your customer list, you will achieve your sales goals.

To increase your marketing prowess and potential, read the full article here.

Interested in learning more about the Fanbank business?  Read Fanbank testimonials to learn how it can help you.  


Categories: Marketing
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  • small business growth strategies
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