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Handling negative feedback

Posted on May 5, 2019 by admin

Customer complaints are an inevitable part of running a business. How you handle negative feedback can help or hinder retaining existing customers. Complaints can be a great learning tool for businesses looking to improve their services, products, customer satisfaction and overall competitive edge.

Poorly handled complaints can see customers withdraw their business and encourage others to do so. When businesses take the time to listen and genuinely fix an issue, customers see value in the services they provide. Here are four tips to deal with complaints effectively:

Actively listen:
When an issue is presented, apologise promptly for the matter and don’t blame others. Be sure to thank the customer for raising the complaint and listen intently, asking questions and repeating back what they have said can help to demonstrate this.

Focus on solutions:
Discussing different options for working through the issue with the customer can help as it shows commitment to fixing their problem. Clarify what their desired outcome is and negotiate solutions that meet both parties needs.

Have a dedicated staff member:
Assigning one staff member to manage complaints and responses can help processes to be thorough and consistent. By having a customer service role, with the appropriate training and skills to manage complaints, you also protect the business and the rest of the team who may not be as well equipped to handle negative feedback.

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Government increases cash flow support for businesses

Posted on March 27, 2020 by admin

The Australian Government has increased support for businesses to manage cash flow challenges under the ongoing COVID-19 circumstances.

The Boosting Cash Flow for Employers measure announced on 12 March 2020 will be increased to provide up to $100,000 for eligible small and medium-sized businesses. To be eligible employers must have been established prior to 12 March 2020 and have an aggregated annual turnover of less than $50 million and employ workers.

The measure will provide employers with a payment equal to 100% of the tax withheld from wages and salaries. This is a rise from the original 50%, with maximum payments being increased from $25,000 to $50,000 and minimum payments being increased from $2,000 to $10,000.

Employers will receive payments from 28 April 2020 from the ATO as automatic credit in the activity statement system upon lodging eligible upcoming activity statements.

Eligible businesses will be provided with an additional payment during July – October 2020. The payment will be equal to the total amount received under the Boosting Cash Flow for Businesses scheme. For monthly and quarterly activity statement lodgers, these payments will be provided as automatic credit in the activity statement system for each lodgement up until October 2020.

The Government has also introduced the Coronavirus SME Guarantee Scheme to support the flow of credit for small and medium enterprises (SME) by providing a guarantee of 50% to participating SME lenders for new unsecured loans that will be used for working capital. To be eligible, SMEs will have a turnover of up to $50 million and the loans must comply with the following terms:

The SME Guarantee Scheme will still require businesses to repay these loans and approval is subject to regular lending requirements. The Scheme will commence by early April 2020 and be available until 30 September 2020.

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