Resolving a client complaint relies heavily on resolving the root issue. A conflict is often similar to a ticking bomb where you have to identify the right wire to cut to solve the problem. Getting to the right wire is important, even if it means taking a bit more time to make sure. In the same way, getting to the root of the issue is the only way to solve a complaint for good.
1. Prep your emotions, settle yourself
Check your emotional baggage, get your head on straight. You may have a lot of feelings around the client in question: how picky they are, how passive aggressive they can be, how irrational they’ve been, etc. All of these things need to be set aside for a moment to be able to get a clear read on what root issue of their concern is.
2. Listen to understand, not to reply
Remember the goal of the interaction is to resolve the complaint. You want to encourage them to talk about what is really frustrating them. Get as much information as possible from them before replying or negating what they are saying. Oftentimes simply conveying that you understand what is really frustrating them solves a large part of the issue.
3. Rephrase their complaint until you identify the root issue
Once you’ve gathered information on the complaint and let the client air all of their concerns, make sure to rephrase their complaint to confirm that you really understand and they know that you understand.
“So what I’m hearing is that you’re frustrated about [root issue] and the impact that it’s had on [result of root issue], is that accurate?”
Some examples of root issues:
- Poor communication
- Workers not being punctual
- Not feeling heard
- Not getting what they ordered
4. Evaluate and problem solve
If the root issue is something that is in your power to fix, and it makes sense to do so, you’ll move onto the problem solving phase.
If it's not within your power too fix or the solution is not a rational one (e.g. buying the client a new house) consider talking with management or telling the client that you’re sorry but there’s nothing you can do; don’t leave them hanging.
A good solution will often be a little uncomfortable for both parties. The client may not be getting exactly what they want [a revision of the work at a greatly reduced cost perhaps] and you may not think that the revision needs to be done at all.
5. Confirm before implementing resolution
If you suggest a solution that the client is ok with, make sure to get verbal confirmation that it solves the issue you’ve been trying to solve. You don’t want to suggest a solution only to find that the client thinks it only solves part of the problem.
“If we move forward to [___] we can both agree that this issue will be solved?”
If you have any concerns about the client going back on a verbal agreement, simply put in in writing on a piece of paper, and take a photo of the paper.
Example:
When [resolution] is implemented, both parties [your company] and [client name] shall consider contract [#] to be complete and fulfilled with no other remediation required.
[Both parties sign and date]
