No matter how impeccably a business is run, complaints are bound to happen. Clients will call you, angered by a "mistake you made", a billing error...the list goes on and on. How these situations are handled can make or break a business.
When the inevitable complaints come, it's natural to get defensive and explain why the person's complaint is wrong or even ridiculous--but that isn’t likely to resolve the problem or satisfy the client’s complaint.
Instead, you can embrace each criticism you get, whether from employee or customer, as an opportunity to strengthen a relationship. Remember that a person who complains probably has interest in continuing his relationship with you--and will do so, if you efficiently handle the problem.
The following four tips --uncomplicated, yet effective in nearly every situation--will help you defuse complaints and turn an unhappy person into a loyal fan.