Category Archives: Sales

How Startups Should Handle Complaints

Every early stage startup employee needs to learn how startups should handle complaints. Here is a list of points to help you quickly resolve or at least mitigate complaints.

If you can really impress the upset one quickly; you can gain good publicity within his/her sphere of influence. Otherwise you will get bad publicity told to more people.

Your objective is to regain or achieve customer goodwill as a result of addressing the complaint.

At a summary level you wish to:

  • Listen carefully
  • Resolve a situation as quickly as possible. Resolution during the first contact is best.
  • Give some free something to the upset one
  • Train all employees who have customer contact as to how to resolve complaints. Only allow those with the best attitude to interact with an upset customer
  • Train these employees to be totally customer focused when interacting with an upset one.

Here is some detail concerning how startups should handle complaints:

  • Information gathering
    • Listen carefully
    • Collect name contact information and concern/problem information
    • Let the upset one vent
    • Repeat his/her major points back to them
    • Look past the anger to see what you can learn. There is almost certainly a way to improve; and now you can learn what needs fixing. But the furious customer will not be good at telling you how to fix the problem
    • Clarify what the problem is
    • If you are going to transfer the call – have a good explanation – and transfer quickly not after a 20 minute conversation
  • Resolution
    • Apologizing once is a very good idea
    • Think through the intended and actual customer experiences
    • Do not agree to all customer demands. Be reasonable. If the customer was at fault let him/her figure that out. Be gracious.
    • Avoid being Passive-Aggressive
    • Empathize. Be very careful with your tone – Do not point the blame to others
    • State that you want a mutually acceptable solution
    • Your respect for your customer must come across as authentic
    • Do not ask leading negative questions
    • A quick response and resolution is essential. Deliver it on the agreed date.
    • Get the information and answers right the first time
    • Verify that you have achieved resolution in a friendly way
    • Thank the customer
    • If a customer wants to terminate his account; make it a prompt easy experienced
  • After the interaction
    • Have those interacting with an upset one prepare a written report; immediately. Organize it to include:
      • Who was upset – name and category
      • What Complaint Persona Group does he/she fit into
        • Reasonable person
        • Timid
        • Aggressive
        • VIP customer
        • Perpetual complainer
        • Never pleased – nothing is good enough
    • Look through the above written reports on a monthly basis. Note patterns


A calm prompt respectful resolution is required.  Resolution must be verified.  Written records must be made and reviewed.



Hits: 127

Find Joint Venture Partners for Startups

To find joint venture partners for startups is to strongly leverage and accelerate your revenue growth. Joint venture partners can leverage the dealflow and credibility of established corporations and get your offering in front of new markets. Here are a number of groups of places to look for joint venture partners for startups: Established corporations…Continue Reading

Professional Business Uniform – Professional Employee

A Professional Business Uniform makes a strong first impression on a customer or prospect. Uniforms can play a vital role in developing your business. A professional looking employee is always great for your startup. A professional business uniform will help the employee to look more professional and efficient; customers will appreciate this. In some sectors…Continue Reading

What is the importance of Sales training?

Sales Training will increase sales and thus increase the probability of success for startups. This is less likely to be important for new divisions as they are more likely to have access to trained sales people. The success of an organiszation depends on purchases of their offering by customers. The salesperson is the link between…Continue Reading

Intent-Rich Moments Are Critical

Appropriate informed actions during (prospect) intent-rich moments are critical to achieving a close.  This is important during online desktop; online mobile and offline sales activities for both B2B and B2C prospects. Richard Saling calls these “Want-to-know moments. Want-to-go moments. Want-to-do moments. Want-to-buy moments.”  in an article at To explore this from a mobile B2C…Continue Reading

Disruption To Sales of Legacy Products

Does your new venture’s business model include the potential for disruption to sales of legacy products being sold by established corporations?  Is this likely to result in positive negative or confused situations? Survey by IMD Funded by Cisco “Business leaders believe four out of 10 top-ranked companies in their industries worldwide won’t survive the next…Continue Reading

Elevator Pitch To a Group

A short sales pitch to a group is sometimes called an Elevator Pitch to a Group;  more traditionally an Elevator Pitch is a one-on-one event. Elevator Pitch To a Group If you are making a short sales pitch to a group, plan what your “marketing messages” will be and deliver them briefly, with appropriate energy. …Continue Reading

Elevator Pitch – One on One

The Elevator Pitch – One on One used to be referred to as a 30 second pitch … that you could make during an elevator ride for sales or fund raising purposes.  As the Elevator Pitch evolved in various ways; some now believe in 3 minute pitches. Elevator Pitch – One on One I prefer…Continue Reading

Sales Kit For Product Sales

A Sales Kit For Product Sales used by a sales executive when he/she calls on a potential customer to try to sell or when calling on an existing customer to try to up-sell or cross-sell. A Sales Kit For Product Sales includes: Elevator Pitch (verbal) Business card with company domain based email address Company Website Company…Continue Reading

error: Content is protected !!
error: Alert: Content is protected !!