Listening to complaints, whether they're reasonable or not, is a part of every small business owner's job. Sometimes complaints can be overwhelming. However, when we take them in stride with an open mind, we can learn much from our employees' and customers' feelings about the workplace. After all, a complaint is nothing more that a person telling you that his (or her) needs have not been met.
As dissatisfied customers, they are giving you a second chance to correct something that should have been done properly the first time around. (In some cases the customer might happen to be your employee.)
If you listen to them patiently and attentively, their complaints will alert you to a real or potential problem, or tell you of a better way to handle a situation.
We are not use, however, to coping with complaints. We let our emotions rule our thinking usually. Consequently, we let complaints wear us out because we take on the complaint as a personal attack on us. It is not!
The next time you are faced with an irate employee, here are some steps to consider:
When you take the time to listen to your complaining customers or employee, you'll hear what he’s telling you. Then you’ll be in a better position to turn him into a satisfied customer.
Remember: When you maximize your potential, everyone wins. When you don't, we all lose.
Copyright © Etienne A. Gibbs, MSW, The Master Blog Builder
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