Unfortunately, complaints are a part of running a business. No matter how hard you work to please your clients, at some point, someone will have something negative to say. However, with the right attitude, you can turn complaints into a valuable tool to strengthen your business.
Here are six tips for effectively responding to complaints:
Remember that this is not an argument
The reason clients complain is disappointment. It’s a symptom of a need that wasn’t met. By taking the time to complain shows that they are not looking to fight with you and want to continue the relationship. Don’t make it worse by getting defensive. In that scenario, nobody wins.
Think of it as your customer giving you an opportunity to continue working together. It’s tough to keep calm when someone comes in with a complaint but remember: feedback is a gift. It just may not feel like it in the moment.
Listen
The key is to put explanations aside. Patiently listen until the client has said everything they need to. Don’t start to think of a response while they are still speaking; they’ll see it in your eyes the moment you do, and that will only make matters worse. If you’ve received a written complaint, read over it a few times to ensure you’re not introducing a tone or accusation that may not actually be there.
You need to understand the reason for the complaints. Without this information, you can’t progress in any meaningful way. The time for explanations and solutions will come. Take this time to really listen and set everything else aside.
Repeat what you heard
It’s essential to give the information back to the customer to ensure you’re on the same page. A great deal can get lost in translation, so let them know that you hear them. Ensure you fully understand the complaint by saying it back in your own words.
This lets everyone know that you acknowledge and understand the problem. Once they recognise that you’ve got it right, you’ll be able to work to a solution.
Acknowledge
For a moment, forget that you’re defending your business. Try to imagine how it would feel to be the one making the complaint. You should then be able to identify how you disappointed them and what need wasn’t met.
When you put yourself in their shoes, it becomes clear what solution you would expect. You will also be able to see where you fell short and how you can avoid repeating that in the future.
Offer a solution
Once you have understood the problem, finding a solution will be the easy part. You know what you’d want as a customer and what you can offer as a business. Create a solution that will satisfy both parties by putting this information together.
Let them know sincerely that you want to correct the situation. After all, this is your business, and negative reviews can spread rapidly. On the flip side, when a business goes out of their way to fix a problem, people will enthusiastically let others know about it.
Follow up
The most crucial step is also often overlooked. After some time, remember to follow up on the complaint personally. This will show the client that you care about the outcome and want to ensure they’re still satisfied with the solution.
It doesn’t take long, but the effort will go a long way. The customer will never forget the time and attention you put into ensuring their satisfaction. They will also be likely to come back with more business and even refer you to others.
Final thoughts
Nobody wants to have someone complain about their business. We all work so hard to ensure we’re providing a valuable service that finding out that we let someone down can be challenging. However, use the opportunity to learn and become better, and you’ll find that your business continues to grow.
If you have any questions, feel free to Join the conversation…