How you handle complaints can help minimize damage
• Tell the truth, not what you think someone wants to hear.
• Calm down.
• If you are given a certain period of time to respond, take that time – do not respond quickly or from emotion.
• Have a neutral person – a lawyer, a friend who is not an employee or even a total stranger you meet through Craigslist – review your response and temper it.
• Review all relevant documents.
• Don’t say anything that can incite the complaining customer or give him/her “ammunition.”
• Respond in the most objective and businesslike manner possible.
• If a reasonable solution is proposed, take it even if you don’t like it (or make a reasonable counterproposal).
When my clients have followed these rules, the dispute soon resolves and they can proceed with their business. Not following the rules can lead to litigation or further action by agencies
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