As much as we try, no one is perfect. Problems arise simply as part of doing business. Whether it is a mistake your company made, or a customer that cannot be pleased no matter what you say or do, there are sure to be times of conflict in every business.
Sometimes communication break down between you and your customer is due to different perspectives on what and how something should have been done. Often, a complaint is filed with BBB. We are here to help as a neutral third party. Here are six steps to help you respond in an effective manner to a complaint filed with BBB:
1) Stick to the facts! When replying to a complaint, take passion out of the response. Draft your reply and let it sit for a day. We don’t need a novel, but give us as much information as you can to help us see that you have already done, or will be doing, all you can for the complainant. Remember, we are going to forward your response to the complainant, so you do not want to make things worse by insulting them.
2) Have another person in your office read your response, to identify industry terms people outside of your field would not understand.
3) Put yourself in the complainant’s shoes when drafting a reply. You may feel the issue is without merit, but it was important enough for the complainant to bring to the attention of BBB. They feel just as adamantly that they are right.
4) Unless communication has completely broken down between you and the complainant, keep in direct contact with the consumer even after your reply has been sent to ensure that all of their issues have been fully addressed and resolved.
5) Remember that we offer speedy, professional and cost effective arbitration services. It is a great opportunity for all parties to meet with an impartial third party (not a BBB employee but trained arbitrator) to get the facts straight.
6) The key to satisfactorily settling a complaint is to find resolution, so you can move on to the next job or client.