Many small business owners simply ignore complaints, because they see them as an embarrassment and after all, what do their customers know about the business anyway?
The good small business owners, though, not only willingly complaints from customers, but they encourage them! These entrepreneurs know that if you don't listen to and seek out complaints, then it is the customers, not the problems, which will go away.

If you are one of the people who shy away from complaints here...

Rob

During a holiday break the family and I went to a great hotel in Kenya and I must tell you about a great business tip which jumped out at me.

With 4 young kids the attraction was that the facilities were all-inclusive so constant requests for ice-creams etc were not a problem! So what was so great about it?

Well you know me, always on the look out for examples of great and poor business models and ideas, so here’s the key thing that stood out … the huge number of people...

Rob

On a trip overseas once I was on a flight arriving during the early hours of the morning. I had previously booked a hotel, which was relatively near the airport and at the time of booking I checked the web site and was glad to see a hotel shuttle service from the airport. Excellent I thought, straight on the bus and no taking dodgy taxis late at night. So there I was at 12.30 am standing at the clearly signposted airport hotel shuttle bay … and I waited and I waited and … no shuttle!
...

Rob

Are you always on the look out for ways of improving your customer service? If so, how do you do it? Buy books; check out your competitors for ideas; read this blog?

Certainly one good way is to check out what your competitors are up to, but what about checking out what’s happening in other industries which are unrelated to yours?

Sometimes looking for examples of top customer service is a case of looking in the strangest places.

Armed with your ‘I’m...

Rob

How well do you know your customer? No, I don’t mean how often they buy, what they buy and all their little likes and dislikes (although these are important). I am referring to all the things that go on in their personal and business lives, which help make your business relationship complete.

Here’s an example. Has a business colleague, buyer or customer come to you after 6 months or so and said, “Hey how did that wedding go?” or “Did you enjoy your trip to the States last year?”...

Rob