Every person has to undergo the torment of facing complaints from others at some point in their careers. Complaints may spring from various factors. In fact, a good many of them are actually meant to harass an individual for no reason at all. Whatever be the reason, it is important to deal with the problem. Keeping in mind such considerations, here are certain ways of handling complaints.
Listen to the complaint
If a person at work has lodged a complaint against you then listen it. It would be wrong to start by deciding whether the person is right or not. However, donât make the mistake of leaving a message or sending an automated response. Refrain, however, from admitting culpability the moment his or her complaints reach you. You may need some time to sort things out. Convey your wishes to the complainant and inform them that you will get back with a feedback as soon as possible. In a majority of the cases, people want their complaints to be heard by the person they hold a grievance against and nothing more. Hence, as long as you are treating them with utmost respect, the complainant may not give you further trouble.
Admit the mistakes
Once you start investigating the causes for the complaint and it turns out that the complainant was right in his or her accusations against you, admit the mistake right away. It should be remembered that no human being is perfect and every person is prone to committing mistakes. Therefore, if there has been an error on your part then you must be prudent enough to acknowledge it. Donât, however, go into the trouble of blaming others or making excuses. If you are caught red handed then things may take a turn for the worse. There can be nothing more disrespectful than another person catching you lying. Therefore, start by accepting responsibility and then prepare to face the consequences. The results may probably not impact your career as badly as you thought they would.
Try and make the complainant happy
You cannot expect the complainant to act very politely once he or she has made their grievances. Therefore, it may not be possible to make the person undergo a sudden change of mood. Some people complain because accusing others on one pretext or the other provides them with -âchicken soup for the soulâ. These people are difficult to please. However, not every complaint is baseless in nature or intent. Treating such genuine complainants with utmost respect and addressing their concerns can make them happy. There are several examples of cases where complainants touched by the warm nature of the accused party had turned the latter into lifelong business partners. You can view the complaint as an opportunity to promote your services. If the accusatory in the case is not happy with the treatment meted out to them, then may be you can offer an alternative arrangement or service. It should be remembered that no complaint is ever too small to overlook or ignore. By being proactive as well as reactive, you can deal with any problem successfully.
Correct the mistakes
If you have committed an error to invite a full grown complaint, then donât make the mistake of correcting it. Instead, try and say something to reassure people that the error will not be repeated again. If the mistake has caused inconvenience or unpleasantness for the accusatory party in the case, then do whatever it takes to make up for the trouble. It would be wrong to assume that all the person wants is money. Some complainants, if not all, just want their treatment or service that they consider themselves to be deserving.
Seek the suggestions of friends or associates
When there is no way you can respond in a helpful or meaningful way then allow a third party to intervene and take charge of the situation. This is especially important in cases where efforts to reason with the complainant makes you appear self-serving.
It should be remembered that if you have enemies, you most generally also have friends and they will do whatever it takes to speak up for you. Now if you have faced similar hurdles before where friends or fans turned rescuers, then their response is seemingly more effective and powerful than yours.
If you have not responded then consider speaking to a few of your friends about the problem. In doing so, be extra cautious and careful. Donât go around discussing the matter with every Tom, Dick or Harry crossing your path. Rather choose a few close confidants to discuss the problem. Convey your side of the issue in the most lightweight or non-pushy manner that is possible. The best way is to privately ask the person for a feedback on the accusations made against you. The feedback will not only help you understand the reasons behind the complaint, but at the same time gives you some insight into the ways of dealing with it.
