Structured Cabling – The 6 Reasons Why We Encourage You to Complain

Customers who complain are a treasure; they offer golden opportunities that a company seldom sees by itself. Every company has gotten THE call or THE email; this is, from an unhappy customer who has a complaint about a product or service.

The majority of companies disregard complaints and those who issue them because they see them as a menace and/or an insult; however, if they stopped to think twice, they would discover that in many cases, a complaint offers rich insight about their businesses, insight that they would have never been able to pinpoint otherwise.

When a company disregards a customer complaint and doesn’t stop to consider if it is legitimate, it is letting go valuable information and very possibly valuable customers. In the end, in business, one has to acknowledge the people who buy ones products, and one must be ready to respectfully address complaints from irritated or upset customers.

In fact, there’s so much to learn from a relevant complaint that at ISI (Integrated Systems Installers, Inc.), the structured cabling company, there are 6 reasons why we encourage customers to complain:

1. Complaints often pinpoint potential problem areas

Most customers complain due to failed expectations: something the company said or forgot to say, something it did or forgot to do, or maybe the customer is confused.

A customer who complains probably expected something different from the company, and he thinks this should be addressed. If they have a point, we have just received a valuable clue to improve the business, and that is a blessing.

We want to make sure the customer knows we paid attention, thus, we give him what he expected and a little more. We also thank him for making us notice.

2. A customer who complains represents others who stay quiet

If someone complains about a service, we consider that there could be others equally unhappy but who never said a word. After all, the majority of customers don’t say anything when they don’t like what they receive; they just look for another company to do business with. We want to prevent this from happening, thus, we regularly ask our customers for relevant feedback in order to act on it.

3. A complaint is an eye opener of what customers really need

We can certainly imagine what our customers need because we know our business; however, it is much better when they tell us directly.

Through complaints, we know how well, or badly, we are addressing our customers’ needs. If several customers complain about the same thing, then we know we have something to correct immediately. We have a clear opportunity to improve areas that directly interest our customers.

4. Once the complaint is addressed, they will talk to others

The handling of a complaint is not the end; it can actually be the beginning of something wonderful if we handle it well. If we care enough to fix what was wrong, and if the customer feels supported and important, he will tell an average of 10 other people about his experience. We will be the subjects of the most powerful kind of advertising there is: word of mouth. We may earn more customers due to this experience, and this is another blessing.

However, we must remember that if we fail to address the complaint, the customer will not talk to 10 people, but to 20 or 30, about how bad we are. Our clients are our most important assets, and we work to earn and deserve their trust endlessly.

5. A customer is more valuable than a prospect

We must work to keep the customers we already have. We do this by treating them with respect, care, understanding, and tact, so that they perceive how much we need them.

It is less expensive, in many ways, to nurture current customers than to get new ones. We care enough to communicate how we are addressing their concerns and we follow up later on to let them know how everything worked out.

We don’t disregard any opportunity we have to give a customer good news, we know this will make a difference in their lives and in their future purchasing decisions.

6. After solving a complaint, there is no excuse not to buy

If we devote time and energy to solving a complaint, we have just eliminated the reason the customer had for not buying from us.

We truly hope that any unhappy customer comes forward and tell us what is bothering him. In this way, we can take action to show him that he is important to us.

We want customers to see us as a provider of solutions; in fact, we want them to see us as their best option for structured cabling installation needs.

ISI has been in the business of serious structured cabling for 15 years, which has taught us a lot about the field. We believe that flexibility is just as important as precision. We understand the last minute changes in goals and budget adjustments of large-scale operations. We are proud to work with qualified network engineers, master electricians, IT infrastructure design teams, and vendors, to always find the best solution for anything that may be modified by management. We have helped clients meet the changing demands of location, budget, timeline, staffing, and technology.

We can help you build the right solution for many of the most challenging structured cabling projects, from Ultra-Modern Data Centers to GPS Repeating. We are proud to offer the best quality service at a competitive price that fits any budget.

Technology evolves so fast it’s hard to keep up. It is our job to keep up with these changes, so you can rest assured we’ll be using the very latest technology out there. We stay up to date on structured cabling standards and always source the highest quality vendors, providing thus the certainty that your solution is the best choice for your budget, timeline, and technical needs.

At ISI we believe that the combination of well structured cabling and careful attention to detail will make your data projects exceed your expectations. We work with exacting IT professionals who appreciate the systematic and careful approach we take to structured network cabling. We can handle fusion splicing armored plenum cable 30 feet in the air, or carefully install miles of Cat 5E in modern office spaces. Each and every one of our project has our complete attention to detail and rigorous testing.

Every single project is rigorously tested with the use of the Fluke DTX 1800, the best structured cabling tester on the market. If the cabling is not up to our exacting standards, we get rid of it and start all over again. We know the last thing you need to worry about in your IT infrastructure is the cabling, so we get it right the first time.

Check out the services we provide and the technology we are proud to use. We are here to solve your structured cabling needs, so call us now!