Hearing complaints from your customers can be a good thing. While we ideally don’t want to hear any because we’re doing a great job, complaints can be a great way to improve your systems for the next person.
However, a lack of complaints doesn’t mean you’re doing things perfectly — you may just be not hearing them.
From a recent podcast of his, Jay Acunzo puts it like this:
“But you know, I haven’t heard anybody complain. And I’m like, boy, should you learn about a concept called non-response bias. Just because you haven’t heard people say anything negative doesn’t mean you’re not leaving a wake of damage in your trail.”
It could be that people are afraid to give you bad news, or they don’t know how to reach out, or any number of reasons. Perhaps things are indeed going very well, but there are likely complaints out there that you’re missing, and tracking them down to resolve them would be a great thing for everyone involved.
