Complaints can either be a nagging nuisance in a company or they can be turned into stepping stones that the company uses to become better.
This creative and innovative company is staying one step ahead with a skilled staff that supports their clients.
In 2011, White Shark Media Complaints team developed a plan to succeed with Google Adwords and advertise online. Their mission is to put the client first in every situation and to make customer service the top priority. A huge part of that commitment was to intentionally listen to client’s comments and suggestions to see if they could improve the company.
How many businesses really take the time to listen and make positive changes? White Shark goes above and beyond that to satisfy the client because they are dedicated to putting the client first.
Here are several complaints that White Shark used to improve the company. Learn more about White Shark Media Complaints: http://www.whitesharkmedia.com/testimonials/
The first complaint was concerning communication between the client and the contact person. The client was frustrated because they had to go through a receptionist every time they wanted to speak to their contact.
White Shark found two excellent solutions:
1) Phone lines with direct extension lines were added for each contact person and supervisor.
2) A GoToMeeting is now scheduled at least once a month for every client.
This is a great improvement because online documents can be viewed by both parties as well as discussing any questions. These two actions made an incredible difference in the level of communication at White Shark Media.
Some clients became aware that they were not compatible with their contact person, and White Shark Media found a way to assit here. If the contact person turned out not to be a good match with the client, there is now a supervisor for every contact person.
They will actively answer questions and oversee the account, and if there is a personality conflict, the client simply contacts the supervisor for resolution.
Founder and CEO Gary Garth made the decision when he founded the company to learn from their mistakes. Read more: Typical Complaints From White Shark Media Clients and How We Have Improved Because of Them
His team reads and evaluates every complaint to see how it can be turned into an asset. This is the positive attitude behind the success of White Shark Media.