I have just read that article, and I wanted to share it here with you readers, for the good tips it gave on how to manage complaints.
In the hospitality industry, the proximity with the client is even more important than in other sectors, and that is why a good management of the complaints is extremely important.
The article explain in what manners we can take advantage from a client complaining about something.
*First of all, and it is very important: break the rules, and don't stick to them as if the unsatisfied client was only a bank account. They need to feel that you give them your support, and that they are considered as individuals. All these cancellation policies, or company rules may need some flexibility, because it can be more expansive to apply them (and thus loosing client) than to show some understanding and avoid a strict application.
*An old tips says that "The Customer is always right". So the reaction of the staff member while the client is complaining, has to show empathy. The best adage for this situation is "Shut up and listen!", it is the best way to calm down an angry customer, and it permits to acknowledge the customer's emotional state.
* Focus on learning from the feedbacks you got. About that, the author relates a funny story that happened with his grandfather. It is told here that no matter if the complaints weren’t 100% relevant, and that the unhappy clients weren’t 100% honest. The fact is that you had a complaint, so you certainly could have done something better!
It sounds simple and easy to fix a problem and make a customer happier, but it is often not easy at all. These goods tips are to be spread in all industries requiring a good customer relationship!
