It doesn’t matter how good or how loved you may be. It doesn’t matter how wonderful your product or service may be. It doesn’t matter how perfect your business location may be. Sooner or later in your glory march to victory, you will receive a complaint from a client. Your response to that complaint, which no doubt will come as a huge surprise, maybe, will help determine your operation’s ability to retain and grow the valuable relationship virtually each client has the potential to provide. Here are a few more simple suggestions to keep in the forefront regarding complaints:

5. Thank the client for making the contact. Inform them that finding out when a miscue occurs is very important to you and you appreciate the comments.

6. Provide the client with two (2) critical actions as a result of their comments:

• what you will do as a result of what they have conveyed; and,
• a definite timeline to deliver the response, or conclusion. If on the other hand you can resolve the issue immediately, do so. Utilize the “under-promise/over-deliver” philosophy whenever possible.  

Next time, we will look at further considerations for making good use of a complaint.

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