Blog: How do you handle complaints?
Sure, it's not easy, hearing you did something wrong. And, today, with Yelp and Twitter, just one unhappy customer can create a stir and bad press. But, at the same time, it can also be the best thing for you.
A few years back I was dining out at a hibachi restaurant in Albany. I was shocked and horrified when I saw a server not wash her hands in the bathroom. While my stomach turned, I quickly did what I thought was best and complained to the manager, via Twitter, about what I witnessed. I felt badly, I mean, can one bad apple ruin the whole restaurant? The answer is: YES. Yes, it can. The manager quickly replied to my tweet and said he would take care of the situation by meeting with all of his employees to make sure this doesn't happen again. Then, he kindly offered me a free meal, which I declined. But, still, it was nice. And, I removed my tweet and have crossed my fingers that the non-hand-washing employee changed habits or took on a new job in a non-food preparing/serving environment.
In the March issue of Professional Carwashing & Detailing, we will run a story about how to handle a customer complaint. So, we want to hear from you about how you have handled any complaints in the past. Did you run and hide? Did you offer up a free service? And what was the outcome?
Please email me directly at email@example.com and tell me your story. You will of course, not be named in the story.