Tips Provided For Complaints

Tips Provided For Complaints

Every kitchen and bath project involves complaints or, at least, the potential for complaints. What follows is a checklist of ways to handle complaints:

  • Don't make the complaint worse. Do not descend to the personal level yourself. Remember, it's only business. Try to avoid getting emotional.
     
  • Thank the person for bringing the problem to your attention. Even if the complaint is being screamed at you, keep your half of the conversation unemotional and pleasant.
     
  • Say, "Let me make sure I understand the problem." Then restate what the customer has said in unemotional terms, slowly and in detail. This gives the person you're arguing with a chance to catch his breath and calm down. It also shows that you've been listening and are taking the problem seriously.
     
  • Find at least one thing in his side of the argument with which you can agree. Build your rebuttal on that point. "Yes, the cabinets did arrive three days late. I will speak to the supplier about that. However, this is the door style and finish you selected." By conceding a point right away, you're showing that you're responding rationally, rather than emotionally, to the situation.
     
  • Solve the problem. Often, a customer's complaint turns out to center on a problem that can easily be solved, and his heated argument is really about his fear that the job is out of his control. If you can solve the problem, you'll score big points with the customer.
     
  • Don't cite policy as a reason for doing nothing about the complaint. Nothing infuriates an already peeved customer more than an absolute "I can't" statement. Don't say, "That's the color you chose. I'm not going to change it now. That's our policy." Say instead,

"I don't want a customer who is not satisfied, even though our policy is that changes must be paid for. What do you think would be fair?"
Of course, you need to accept that there are people who are chronic complainers. However, most customers do not want anything other than a fair deal.

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