Chapter 4

Can one ignored complaint cost more than ten ads?

Một lời chê im lặng có đắt hơn mười bài quảng cáo?

The chapter's question

A parent criticises the centre in a group chat; what do I do in the next two hours?

Big idea

One complaint handled slowly costs more than ten advertising posts.

In this chapter

  1. Part 4.1

    Who Hears It First

    Who on my team usually hears first, and whom do they tell?

  2. Part 4.2

    Public Reply or Private Message

    Where do I reply, and why there?

  3. Part 4.3

    When the Complaint Is Fair

    If they are right, what comes first: the fix or the apology?

  4. Part 4.4

    Logging It

    Where is criticism collected, and who reads it?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Centre Parents Recommend is free to read right here.

Read in Conan School

Chapters of The Centre Parents Recommend

  1. 1.What one sentence do parents use about my centre?
  2. 2.Where do parents decide, in conversations I'm never part of?
  3. 3.Is my cheapest enrolment source sitting in the waiting room?
  4. 4.Can one ignored complaint cost more than ten ads?
  5. 5.Does seasonal ad spend mean starting from zero every time?