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Four Effective Ways to Resolve Customer Complaints

Sometimes things are out of your control. The weather, the postal service, or just plain bad luck delays your shipments. Employee disorganization or a system error leaves someone’s support request unanswered. Whatever the situation may be, the bottom line is this: to the customer, you are responsible for both the problem and a potential solution. How do you go beyond satisfaction and delight the disappointed customer? By following these simple steps:

1. Make Them Feel Heard – this seems obvious, but the real problem comes from the customer receiving a cursory, apologetic email followed by nothing. If your customer says there’s something wrong with the product, make contact with them. Spend a few minutes on the phone or a few emails back and forth getting at the heart of the product malfunction and helping the customer feel understood. Following that, make realistic pledges to fix and/or improve the product. This makes customers feel like they are part of the solution. After making the pledged improvements, send an email their way to let them know it’s been taken care of.

2. Make Their Time Worthwhile – most of the time, the rapidity at which you address a complaint is worth more than the manner in which you address it. The customer has something to say, and no one wants to be ignored! Don’t allow more than one day to go by without responding to emails, phone calls, or “comments” on your business site. If you can respond in less than a day, even better.

3. Make it a Fair Deal – this is how you can help the customer feel like you heard their problem: give them what they lost. If the issue was a late gift shipment, refund their shipping cost—don’t ask for their input on product quality. If the product was faulty, replace it—don’t just give them a discount on their next order. If the customer has been ignored by support reps, give them all the time in the world—don’t just answer their question. Do what makes sense, because this is what really solves the problem.

4. Make it Better with a Little Extra – after you’ve made it fair, then make it better. You can easily do this without breaking the bank. Simply provide them with an extra percentage off their next purchase. Or give them a $10 giftcard. You could even send the customer a coupon code for free shipping on their next order. The little things matter.

No matter what the situation, if you make the customer feel heard, worthwhile, and fairly dealt with, your little extra at the end will delight them. The cost of obtaining new customers is far above that of retaining repeat clients, so be responsible—for both the problem and the solution.

Accounting Software for Builders – Should it be Self Serve or Server-less?

Hands up all the recently registered builders out there who are computer experts?

That’s what I thought. Lets face it you probably didn’t’ elect for computer studies in High School otherwise you would be a “nerd” somewhere in an office not working “in the trenches” with some apprentice.

The Choices

So when you discover that you actually have to equip your small business with Accounting Software for Builders why would you choose a system that requires you to maintain your own Server? Now you probably had a computer in your home office – for Facebook, sports results and other critical internet application. You may have even used a spreadsheet to work up a quote or two. But do you really understand the importance of Data Backups? Do you have your Server protected by an Uninterruptible Power Supply? What are you going to do when your business grows and you need more than one user accessing the accounts at the same time? Networking is not about Friday night drinks with your mates!

These days Accounting Software for Builders doesn’t just come in a box. It also comes via the Cloud. It’s called a managed Hosted Solution.

Introducing Managed Hosted Services

You can access it via the internet and print to your local printers. Professionals will take a nightly backup of your data while you get a well deserved rest. They’ll even store it in more than one location in case the Data Centre suffers a disaster.

And its cheaper so your cash-flow doesn’t have to take a hit. Why is it cheaper? Well you don’t pay the whole licence fee up front. Instead you pay a smaller amount and you don’t need to purchase that Server either – or the UPS if you were going to get professional about it.

Why Buy When You Can Rent?

And because you didn’t buy computer hardware you don’t have to replace it every 5 years as it gets less “fit-for-purpose”

If your software vendor is also managing the Servers then this option will prove to be quicker to implement. No need to ship a server to them for installation or waiting for their technical people to come to your office. They’ll complete all the setup work remotely.

Now since you are accessing your software through the internet you can also access it remote from your office – while your on the building site. You may be able to do this with your Server version but with Hosted it’s easier to set up.

Of course your software will be automatically updated to the latest version with all the current fixes and the freshest industry data such as Tax scales and RDO Calendars. Likewise your operating system at the server farm will be updated to the latest release.


Finally you are not locked in. You can change your mind later on. In fact Hosting agreements can often be terminated altogether with just a months written notice. Or if you decide for whatever reason you really do want to have your own in-house server you can change the deployment method and upgrade the licence. Since the system was probably established as a Virtual then it’s straight forward to move your system to your own server.

All this means more free time for you to manage your building business rather than turning yourself into something you’re not a Computer Expert. So Server-less may be the smarter option for you when you are choosing your Accounting Software for Builders.