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:

2. Professionally apologize to the client for the fact that they are upset and were forced to visit or contact you under these circumstances. Take responsibility for examining what can be done. Do not “pass the buck.”

3. Listen intently to the client. Make good eye contact if in person. Nothing says I “hear” you more than good eye contact. If you are listening by phone, listen. Put your phone on mute to prevent yourself from interrupting. When you hear “dead-air”, convey to the client   that you are there and listening. The client must talk themselves “out” before you can proceed.

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

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