In this week’s episode of Cut To The Chase, my co-host Diego Traglia and I share some of our own experiences with complaints and how we address these to ensure everyone comes out happier on the other side.
Although receiving complaints is never a welcome experience, it is almost inevitable that you will at some point find yourself in this position. It is important to know how to (and perhaps how not to) handle the situation and avoid reacting in a defensive way. As the saying goes and as Diego says, the customer is always right!
Below is a simple but effective guideline to follow when handling complaints:
Acknowledge the complaint – don’t deny it, the goal here is not to have an argument!
Feel, felt, found – Let them know you understand how they feel and that they have been heard. That others have felt the way they do before, and those others have found that life goes on and work continues. Be careful not to undermine their complaint, but assure them that you are still on track for success.
An extra tip from me is for if someone rings you up on the phone and you find yourself on the back foot of sorts. Rather than trying to scramble for information, let the other person know you have heard them, and ask for some time to look over your documents. Find a solution, and call them back in 30 minutes with an informed mind. This shows you are taking taking their complaint seriously. It also gives you time to get your information in order, and allows them a chance to cool off with the knowledge you are on the case.
Diego and I release a new Cut To The Chase podcast every week. We discuss tips we have learnt over the years in the industry and addressing common questions and issues in the real estate business. Make sure to check back every week for valuable advice, and a bit of cheeky banter!