OUR BLOG

What do you do if a customer or client has a complaint or a concern?

1. Acknowledge the complaint or concern and let the person know that you get where they’re coming from.
2. Listen. I mean really listen with your full attention, as receptively as possible.
3. Hear what they’re saying … as in let what they’re trying to tell you really sink in.
4. Deal with the issue in an appropriate way.

Please note that the first 3 steps all have to do with communication. People want and need to be heard.

Here’s what you don’t want to do.

1. Downplay the seriousness of the concern.
2. Disclaim responsibility.
3. Shift blame.

The word mad has two meanings. You’ll see how they both relate to the following story.

I need someone to provide administrative help in my office three days a week in the Asheville / Hendersonville NC area.

This is a chance to make a real contribution, supporting me as I’m busy speaking around the country and working with clients to achieve the breakthroughs they’re looking for in their lives and businesses.

It’s important work, ideal for someone who’d love to support a coach with a mission and who’s good at taking initiative and troubleshooting problems … to keep things running smoothly.

Is it a good job?

I just lost my administrative assistant after just a couple of months on the job. She developed serious back trouble and was out for five weeks.

If you have your own small business, I probably don’t have to tell you the effect that’s had on me and our operations here.