Most professionals take pride in the work they do. Dealing with complaints is often challenging and upsetting. It is very natural to try to explain or justify what was done. The suggestions I have made in this list are not easy to do in the heat of a situation. So when you hear a complaint about you or your business/practice perhaps the best strategy is to count to ten and then do some of the following:

1. Listen Resist the temptation to argue with the client. Instead ask questions to get to the bottom of the situation. What is the client really upset about? Show the client that you really understand the situation from the clients perspective.

2. Dont be defensive This will get in the way of your listening to the client. Allow the client the time and space to be heard. If you get defensive youll build a wall between you and the client. Try to find ways to build a bridge so that you are aligned with the client.

3. If you agree that it was a mistake, fix it immediately or do what you can to satisfy the client and apologize. We all make mistakes at times. Check to see if there is anything in your office procedure that can help you to avoid a similar mistake again.

4. For a more complex issue research the problem before you make any decisions. Find out what actually happened. Is a system in your office not working correctly? Does it need to be fixed? Has the client misunderstood something? Give yourself time to figure out a fair resolution.

5. Look for lessons in the situation If the situation was caused by something you or your staff control, find a way to fix it for the future. This means assessing the systems you have in place and your methods and procedures. It also may mean retraining an employee or employees.

6. Reeducate the client when necessary How did you set clients expectations? Were you clear about what he/she could expect? Help the client to understand the process now to guard against future misunderstandings.

7. Know that if one client complained there are others feeling the same way. What do you need to do to address the problem with the others? Who else might have been affected in the same way?

8. Give the client choice of possible resolutions. How can you make this right with the client? Negotiate a way that works for both of you. Sometimes just fixing the problem is sufficient. At other times the client is looking for something else. Look for an equitable resolution.

9. Thank the client for helping you with your business. As painful as they can be complaints from clients often let you know exactly where you need to work to improve your practice/business.

10. Follow up with those who complained to be sure they are fully satisfied. If you have altered a system or changed a way of doing business and the client is affected by that change, follow up to be sure that the client noted the change.

Alvah Parker

Alvah Parker of Parker Associates works with high potential lawyers and other professionals who want to build a practice that is fun, fulfilling and profitable. She does this by helping her clients to market themselves in a focused and intentional way.

Alvah spent 15 years at AT&T in sales and marketing. Because she was skilled at building strong relationships with her clients Alvah was selected to be in AT&T’s prestigious Council of Leaders, an honor reserved for those in the top 3% of the sales force.

Alvah got her coaching training at Coach University and graduated in 1999. She has successfully completed the first phase of an advanced coaching program designed for coaches who wish to be practice advisors to members of the various professions. She continues to enhance her skills with additional training and coaching.

In addition to her coaching practice Alvah also volunteers to counsels small business owners as a SCORE Counselor. SCORE is part of the Small Business Administration.