1351 3rd St Promenade
Santa Monica, CA 90401

Fanbank technology is the first commerce automation platform created specifically for the sales needs of Main Street Businesses. Built from forty years of payments infrastructure, twenty years of mobile and geo-fencing capabilities and ten years of social engagement platforms, Fanbank's small business sales technology helps attract local shoppers and facilitate a complete, modern sales cycle for local, independent businesses. 

The Fanbank Community is an expert network exclusively for the benefit of Main Street small businesses. As Main Street small businesses struggle to compete against Wall Street and the online aggregation power of Amazon, the Fanbank Community will provide advice and guidance to small businesses on how to utilize tools to compete and grow.


Fanbank removes the traditional barriers to online commerce for businesses that sell in-person goods and services. Our platform automates customer communications and competitive offers, enables stored values using existing payment cards and point of sale solutions, and simplifies settlement. No new hardware or time is required. For small business owners, running a business is more than just a job. It's a way of life. The staff at local restaurants, boutique stores, gyms, flower shops, independent service specialists, and others all dedicate 24 hours a day to one thing - serving you. These are your neighbors, the ones who have spent decades honing their craft to provide quality products and top-notch service above all else. They are the building blocks of your community. When you buy from local businesses, everything is better. For everyone. Our automated platform handles the entire journey, from on-boarding and setup, through campaign launch, fulfillment, performance reporting and optimization. Take advantage of the connections to well-known brands to drive more attention for your business.


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

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