Do you want the good news or the bad news?
Sure, we want good news, but bad news can actually be good too.
Let me explain.
Good news encourages.
Bad news teaches.
When a customer is unhappy, it’s an opportunity to turn the bad, good.
If the bad news never gets addressed, then it will only continue to be bad. It will continue to be an issue for that customer and probably more. It will hurt the business more and more as long as it still persists.
No one likes receiving complaints, but a customer who is sharing bad news generally has good intentions of wanting things to work out.
Otherwise, they might not have told you the bad news and abandoned the company altogether.
Maybe they have an idea of how they would do it or, how things could improve.
It’s important to listen; not to get defensive.
While this might be one person’s concern, there are usually several others who feel the same way, but don’t want to be the one to speak up.
Now, bad news doesn’t just occur in business, but in life as well. There’s feedback, constructive criticism, etc. that presents itself from friends, family, classmates, and even strangers.
The point is, it often takes bad news to get good news.