No business is perfect.

 

No business is without its hassles and headaches.

 

But one thing that may alleviate the problems you experience when running your business is how you deal with complaints.

The general rule is...

 

 

First of all, you don't want any negative issue hanging over your head indefinitely. Sooner or later, you must deal with it. Why wait until later when you might be distracted or prevented from resolving it?

Secondly, and more importantly, quickly handling the complaint communicates to your customer that you take their gripes seriously and have eagerness to resolve it. This in itself can soften the blow in what they're experiencing.

 

Finally...

 

Have them communicate to you precisely what they're seeking from you. Sometimes it will be reasonable and doable, other times it simply won't be feasible. Find out if there's something else that will satisfy them. And if it's within your power to do it, and is feasible, do it. If not, let them know why you can't do it and what you can do instead.

 

And sometimes customers just want to feel heard and that their concerns matters. They want their feelings validated. You might not be able to do much to solve the problem, but at least give them your ear and your time.

 

If you have an empathetic manner about you, it can go a long way.