away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them sol

A Complaint? It’s a Compliment!

What made you mad last week?

In the past week, how many times were you upset by something? What action did you take? Complain to the neighbors, make a snide remark to a co-worker, post it on a list or email a group? Did you just gossip or did you try to make it into a positive experience? They say we complain to ten people for every one compliment about a product or service.

Did you call the manager of the company, write the company president, email a suggestion for improvement? Probably not. You were upset but not enough to take action. Or you thought you’d be perceived as a whiner. Or that nobody would do anything because you’re nobody special.

Complaints are Compliments

People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.

Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them solv

d you try to make it into a positive experience? They say we complain to ten people for every one compliment about a product or service.

Did you call the manager of the company, write the company president, email a suggestion for improvement? Probably not. You were upset but not enough to take action. Or you thought you’d be perceived as a whiner. Or that nobody would do anything because you’re nobody special.

Complaints are Compliments

People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.

Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them sol

not enough to take action. Or you thought you’d be perceived as a whiner. Or that nobody would do anything because you’re nobody special.

Complaints are Compliments

People don’t complain because they don’t like you. They point out faults and know you can do better. They have expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.

Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them sol

ave expectations of your product, your service, your reputation and you’ve let them down. They complain because they’re disappointed - they like you and want you to succeed.

Look back on your history of lost clients. Was it because they complained or did they just slip quietly away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them sol

away. It was the final straw - once too often that the invoice was wrong, the shipment was late, the product was incomplete, the salesman couldn’t solve a problem, the repair person never showed. Etc.

It’s one thing to have complaints come into your office and have them solved. It’s quite anther when the complainant shows up at your exhibit. So, when you’re on the trade show floor, and folks show up with complaints, welcome them. This is an opportunity to gather market intelligence, find out what’s really happening with your product and service and keep a client.

Here are 7 Tips to turn complaints into positive action.

1. Be Prepared
If you know about problems with product, shipping or sales staff, you should expect some negative comments or direct complaints. Don’t pretend to be surprised. Decide before the show how these complaints will be acknowledged. You can’t hide from problems - surely you’ve made a recall, rebate, replacement or other adjustment.

2. Make Sure Everyone Knows
Perhaps there were problems resolved at a managerial or division level. But your booth staff is composed of people from all levels and areas. Everyone needs to know of potential problems that might come up. There should be no secrets. Secrets leak out and become gossip. Gossip can be deadly.

3. Control the Conversation
The meeting will generally start pleasantly and then