Do not wait for too long and respond to the concerns after your customers have moved on and forgotten about what happened. Be quick and start addressing the concerns right after you receive a letter, feedback or a complaint. Do not let this notion fool you that every customer behaves the same. Every customer has their own way of assessing your behaviour. Some may overlook your care-free attitude, while others may take a step further and spread the word about your rudeness.
Irrelevant answers to the questions further aggravate the situation. Read the questions or concerns carefully and respond to them one by one—if you can figure out what they are—and give as much detail as you can. Because the more the details and explanation about the service the concern was expressed about, the happier the customer will be.
Be ready to receive concerns that may make you and your staff a little angry. This is the most defining situation in a business. Since people expressing concerns about your business may belong to every walk of life, harsh letters and complaints will not be an unusual thing. However, you are supposed to keep a professional, friendly outlook. Many inquiries and letters are not well thought-out. But the person who made the inquiry did not know he was vague.