I have a complaint!

I had a complaint this week. It was a big enough complaint that I contacted a friend of mine at the business and told him about my frustration.

His reacation was the best way to handle things.

1. He thanked me.
2. He told me what normally happens with such events.
3. He told me what he was going to do.

My question this week, do you handle complaints in such a manner?

Remember, hate is not the opposite of love. The opposite of love is indifference. So if people are complaining they must care. How you handle that complaint is vital to the future of your business. Be sure to thank them.

If they email you, make sure that you reply. (Email has no tone, be careful)

Let them talk. Let them have their say, take notes and then repeat back to them so you make sure that you haven't missed any of their concerns. It tells them that someone is listening.

Don't tell them what you can't do -- tell them what you can. If they ask you to do something that you can't do for whatever reason, don't say you can't do it. Instead, say here is what I can do.....

Make sure that you follow up with them.

Remember, if they care enough to complain, treat them with kindness and you can create a stronger customer then ever.

Good Luck!