Why client complaint resolution procedures are important for small businesses
Gina Bongiovi, founder of the Bongiovi Law Firm, had a client who ordered thousands of dollars of merchandise from a promotional products company. When their order came, Bongiovi says, “The merchandise was all wrong – the logo was the wrong color, the shirts weren't the color listed in the catalog, the quantities were off."
After many attempts to remedy the situation, the promotional products company sued Bongiovi’s client for nonpayment. But instead of letting her client duke it out in court, Bongiovi made a call to the company’s CEO, who was mortified. He had no idea a suit had been filed and agreed to rectify the situation.
Three years later, the two companies still work together. Bongiovi’s initiative ultimately saved both businesses from a major headache. However, if the promotional products company had enforced a complaint resolution process, she wouldn’t have been involved at all.