Responding to a Complaint
As much as we try, no one is perfect. Problems arise simply as part of doing business. When it is a mistake your company made, or a customer that cannot be pleased no matter what you say or do, there are sure to be times of conflict in every business.
Sometimes communication breaks down between you and your customer due to different perspectives on what and how something should have been done. Often, a complaint is filed with the BBB. We are here to help as a neutral third party. Here are six steps to help you respond in an effective manner to a complaint filed with the BBB:
- Stick to the facts! When replying to a complaint, take passion out of the response. Draft your reply and let it sit for a day. We don’t need a novel, but give us as much information as you can to help us see that you have already done, or will be doing, all you can for the complainant. Remember, we are going to forward your response to the complainant, so you do not want to make things worse by insulting them.
- Have another person in your office read your response, to identify industry terms that people outside of your field would not understand.
- Put yourself in the complainant’s shoes when drafting a reply. You may feel the issue is without merit, but it was important enough for the complainant to bring to the attention of the BBB. Do not state their issue is not valid, legitimate, or without merit. They feel just as adamantly that they are right.
- Unless communication has completely broken down between you and the complainant, keep in direct contact with the consumer even after your reply has been sent to ensure that all of their issues have been fully addressed and resolved.
- Remember that mediation/arbitration services are offered as a free benefit to BBB Accredited businesses (one per year). It is a great opportunity for all parties to meet with an impartial third party (not a BBB employee but a trained mediator/arbitrator) to get the facts straight for everyone. These services are valuable benefits allowing you to avoid a potential trip to court.
- The key to satisfactorily settling a complaint is to find resolution so you can move on to the next job or client.
