Once a month Barry Sharp, Managing Consultant, AMA Management (one of our BBB Accredited Businesses – www.amamanagement.ca ) and I meet up for breakfast. Our conversations are invigorating and challenging. The casual conversations generally result in me making some “slight” adjustments to what my pictures in my head look like.

I have pictures – pictures of our Better Business Bureau as a place where people want to work, where businesses want to join and where talents, skills and expertise are shared amongst the BBB businesses and their customers. I have pictures in my head of myself and my family all healthy, happy and flourishing. Barry is helping me to realize my pictures and to make some adjustments along the way.

The chat over breakfast today was probably the most different conversation we have ever had. In fact, we gained listeners from the serving staff and other tables!

“What are your worries today, Lynda?” Barry asked nonchalantly. “Why that is easy Barry” I replied with excitement. “Complaints are soaring!”

I have four dispute resolutions staff that handle “complaints/disputes”. Half way through the year we already are processing 1,000 more complaints than last year at the same time. Fear of loss appears to be a very strong motivator. Customers are scared to spend money. Business owners are scared to lose customers or to not even get customers.

I am getting calls from businesses telling me that this is the very first complaint against their business that they have ever had!

There is a general crankiness in our environment right now. My husband is the inventor of “things that would make the world a better place.” He has a theory. If everyone on earth was given one “free kill”, imagine how we would all behave. Very nice to each other, I imagine – especially if we don’t know if the person has used their one “free kill” yet!

Dust off your “customer service” books, training courses and make sure you and your staff know how to deal with conflict. Some simple tips on dealing effectively with complaints are:

• avoid email to resolve disputes – talk directly to the person, in person, or on the telephone


• take it seriously – deal with the problem right away


• establish the facts – stay focused on the issue – do not allow a conversation to bring up


• past problems, other issues outside of the current problem – politely interrupt and ask the person “how can I help you today?”


• ask questions to understand the other person’s perspective


• qualify your interpretation of the person’s perception of the issue


• stay cool – take a deep breath; sometimes sleep on it!


• pursue the discussion in good faith


• ask for solutions


• try to reach a compromise


• consider negotiating a truce; you may have to give something “extra” to make up for the perceived problem – think about the value of your time dealing with the issue.
  
  And remember, complaints are OPPORTUNITIES to again show what a great company you are to do business with and your customers will tell their friends. And find a “Barry” to have breakfast with – it helps you get back on track!