Many companies do not see complaints as an opportunity to get free consultation from customers that can solve problems and make their services better for free. It could be that they cannot accept the fact that one unsatisfied customer makes a much greater impact on the image of one brand than the ones who are satisfied and how important it is to have a serious focus in changing these problems.

Companies should be aware about word-of-mouth, but now there is the much more powerful channel: word-of-mouse. Social networks such as Twitter — with more than 100 million active users updating more than 50 million times per day – are the perfect environments to complain and companies should seize this opportunity to gain valuable information about their image.

The advantages of listening and give attention to the complaints are open a channel for a good relationship with customers and increase loyalty, improve the image of the company, use as an assessment regarding performance and quality, study of the market and to be open to what customers want, and to be fast in innovation.

One crucial factor on the complaint management is the time to decrease the amount of dissatisfaction of one customer and turn him as soon as possible to a marketing positive compound. Twitter can became a tool to the companies and help not just in discover what people are talking about as help about the time factor and accelerate the process of a solution.

Companies in Brazil are giving a good example because companies are taking around 5 minutes to 2 hours to answer customers who complains in twitter , much more faster than using the foundation to protect customer – the “faster” way which use to take at least one month.

The US in other hand is wasting their opportunity. Around 70% of companies are ignoring customer complaints on twitter  and consequently losing chances to put their companies and brands to the front of others’ minds in a positive way.

Here are a few tips for companies to use Twitter as an efficient way to develop a good complaint management system:

• Team: The Company must be a team prepared to deal with complaint and with enough power to reach a balance between  company/customer interests and have enough powder to create solutions. Make customers talk and in the end do not have the powder to solve make him talk with one person, after to another, after with the manager, and the director just increase the level of irritation;
• Open the eyes: search who is talking about your company and what they are saying;
• Open the “voice”: contact the person in order to understand the dissatisfaction and open the relationship. Be polite and show empathy. Be aware that there are much more people watching this “conversation”.
• Give possibilities for solutions and show interest. It is also important remember that customers sometimes can abuse and this is not acceptable, but if the company shows their face in environments such as Twitter, others will understand.
• Time: all of this must happen quickly, and it is also related to the quality of the personal responsible for this task.
• 140 characters: remember the power of these characters in both sides: customer to the Companies and Companies to the customers.

The market has changed a lot. Before it was a few companies and a lot of customers with high level of loyalty, nowadays the reality shows a lot of companies and customers with no loyalty that are full of power to impact the network. The complaint management system must reach dissatisfied customers wherever they are, and for sure, a lot of them in Twitter.

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Team Race Bikes is a relatively new racing management company based out of Mondragon, France.  The goal of companies like these is to provide racers with financial and technical stability while they race, at a small cost. With a background in business, team managers deal with speedway and racetrack operations, venue logistics, team management, sponsorship, product promotions, managing race team personnel, media and event management, public relations, and revenue enhancements and branding.

Within one year, Team Race Bikes has become a force to be reckoned with in the French Top-Twin and Superbike racing categories thanks to Ann Gire and Jean-Luc Defour, the owner and team manager, respectively, have poured their hearts and souls into this team. Ann Gire studied Global Communications at the American University of Paris, where she learned market development, worldwide distribution and export sales growth.Meanwhile, Jean-Luc Defour developed extensive experience in financial management and mechanical operations after years of work in the field. Team Race Bikes brings this racing experience to their racers by offering “a job done well, at a fair price.”

Despite their youthfulness, Team Race Bikes has assembled a fine team to support their drivers. They have Peter Clark, the Ducati engineer from New Zealand, and Eric Delcamp of Delcamp Energies, who keep shock absorbers up and running, to name a few. It is absolutely necessary to have a strong camp in order to be successful. Without a constantly functioning bike, drivers cannot hope to be a force to be reckoned with in such a tight competition. On the track, bikes often break down, whether due to tire wear or weather disruptions, and a good team mechanic must be prepared. These road side aides must race against the clock to get the driver going without losing too much time. If the driver cannot get back on the track, he must forfeit.

Team Race Bikes currently has three regulars on the track: Alain Rimbaud (#), Lionel Ancelin (#30), and Stephan Cancela (#). At 29 years old, Rimbaud is their youngest driver, and began competing merely 3 years ago. Regardless, in 2009 his talent put him on the map, when he finished 10^th overall in the O3Z race. This season, at the first race in Le Mans, France, he went from 34^th to 19^th to 12^th place within one weekend, an incredible improvement. His improvement is greatly anticipated this season.

Since his debut in 2002, Lionel Ancelin, 35, has grown exponentially. In 2009 he won The Golden Bowl in the Open category and achieved excellent results in the Top Twin Challenge in 2010. This year, after a devastating mechanical and financial failure last year, he has returned to competition under the Team Race Bikes banner, placing podium at every race he has completed. On the Nogaro race track in May, Ancelin won his second Cup victory in France. Ancelin takes great pride in his motorcycle, which he depends wholly on for his continued success.

“I am very satisfied with the second victory and the great performance of my Ducati 1198S. The bike has excellent handling, grip, and traction. It is an incisive, aggressive, and elitist motorcycle which demands a lot to drive it. It is a real racing machine and fabulous to ride. I am currently second in the championship and will continue to give my utmost to win the title.”

The final racer, Stephane Cancela, 43, considers the bike a passion, a lifestyle, and a childhood dream come true. Since his competitive debut in 1999, Stephane has participated in the Ducati Club de France, internships with the BMC, and Pro-Twin and Top-Twin competitions. Cancela consistently holds his own in the competition, and recently reaced 8^th place on his Ducati 1098R.

Team Race Bikes took the smart but risky move of entering directly into the highest level of French motorcycle racing championships. Hence, should they succeed, they only stand to move further within the realm of championship, gaining higher status nationally and eventually moving into the international arena.

Want to know more? Please visit the sites below:

http://www.facebook.com/pages/Team-Race-Bikes/150896861620989?sk=wall

http://www.teamracebikes.com/

Image Courtesy: Team Race Bikes

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