The value in a complaint is how you giver delivers it and the receiver interprets it. Some people get scared of reporting a complaint and shouldn’t. There is a proper way to make sure those who receive it will hear it and do something about it. It’s like football depending on which side your on your playing either defense or offense but no unnecessary roughness is required. It may actually raise a flag and penalize you.
You want the person receiving the complaint to become your ally. Embracing the problem you’ve just presented them with and take some action to fix the issue for you. By fixing it they become a hero and a valuable team player for both you and the business.
Most of the time the receiver may not even realize something is wrong. It is why you bringing their attention to is like a gift. With the gift being able to make things right for everyone else who comes through your doors.
They will make sure to resolve what, who, and/or why is cause for the complaint. Grateful to you for letting them know because you’ve built enough trust together by working the problem out to the benefit of all involved. Most people don’t say anything then walk away annoyed.
It is your opportunity to say something and their obligation to make the best effort to make it better. Now here are some steps for you to follow that will almost guarantee you get the most value from a complaint:
- Offering up your complaint as a suggestion will almost automatically make the receiver of the complaint an ally.
- Never chastise, berate, curse or otherwise mistreat who you are complaining to; 99% of the time it’s not their fault and would really like to fix the problem. Cursing them out in front of everybody more than likely will not get you what you want. It’s always better to pull them to the side and let them know privately what the issue is.
- Always be clear, direct, and say thank you for listening.
- Let them know you’re reporting the complaint because you know they can be part of fixing the problem.