How you handle complaints can help minimize damage

Sooner or later, a customer is going to have a complaint. Even if you have done nothing wrong and the complaint is ridiculous, how you respond may dictate how much pain you find yourself in. I always advise my clients to follow these rules:

• Tell the truth, not what you think someone wants to hear.

• Calm down.

• If you are given a certain period of time to respond, take that time – do not respond quickly or from emotion.

• Have a neutral person – a lawyer, a friend who is not an employee or even a total stranger you meet…