RESOLVING CUSTOMER COMPLAINTS

THE IMPORTANCE OF DEALING WITH CUSTOMER COMPLAINTS PROFESSIONALLY

By the shear nature of being a KBB installer with unexpected tasks arising mid-project, usually initiated by the homeowner, and odd little mistakes that we all make from time-to-time (though some wouldn’t readily admit it), it’s not uncommon to have to deal with customer complaints occasionally. Resolving them quickly, compassionately and professionally will make life easier and may even generate more business for you as your customer may be so reassured that he/she refers you to friends and family.

Often, complaints escalate as a result of a breakdown in relationships, so being open and available to discuss issues should they arise can be critical in the prevention of any negative customer emotions towards your business. It's extremely important to take control of any complaint from the very beginning and it therefore helps to give your customer a set of terms and conditions before starting a project as it will help manage client expectations, especially in terms of both service and money.

BiKBBI members have access to approved tradesman terms and conditions via the member’s website, so downloading one and supplying your customer with a copy upon initial project agreement is sound advice. BiKBBI members also abide by a ‘Code of Conduct’ so it would be good practice to make them aware before work commences.

Keeping the channels of communication open during a project can often prevent problems turning into official complaints. Try to deal with your customer directly, either face-to-face or if not, by telephone as you’re far less likely to misunderstand each other.

Providing regular updates to customers is another way to ensure that small points don't escalate. This can be achieved easily and without need for a too formal relationship by simply asking the question 'are you happy with the installation so far'.

Dealing with written complaints:

If you receive a written complaint either by email or letter, its critical to address the issue as soon as possible. If your customer is unhappy, any delay will only increase their irritation thus raising levels of anxiety for all parties involved.

A meeting with the customer is definitely the most advisable course of action as face-to-face engagement will demonstrate the fact you're taking the complaint seriously. Encourage your customer to be clear about the points they're unhappy with and importantly, the outcome they are expecting. Asking your customer to put this in writing makes sense and will provide a written record of agreements made which could be useful to present at a later date. A promptly returned written response detailing your intended action creates a recorded agreement between both parties and will create resolution guidelines. Always remain polite and professional. Customers may find it awkward to raise complaints and they will rely on you to make the process run smoothly. Ensure that your customer understands your complaints procedure, the actual process and the timelines involved.

Keeping written records and a log of events, including times, dates and details of contact is also advisable. One would hope that your actions resolve the matter, but it would be prudent to keep details in the event of the matter escalating.

BiKBBI members have 28 days to formally reply to a written complaint, with remedial work completed within 8 weeks. The complaint log is the best way to record actions to ensure that you're on track to resolve issues promptly. The log will also be invaluable should the matter eventually go legal.

Always listen to what complaining customers are saying; sometimes the source of their complaint is obvious but do consider that on occasions they may have trouble articulating exactly what they need from you so always be prepared to help them reach a resolution.

Creating customer loyalty from a complaint

Strange though it sounds, if you handle a grievance well it can actually increase customer loyalty. Proving to a customer that you will go the ‘extra mile’ and deliver excellent customer service when something goes wrong, means they know you will treat them fairly. This does mean you have to hold your hands up to any

mistake immediately and do everything you can to put it right.

This works both ways - if you try to dodge responsibility, take too long to make restitution or fail to provide excellent customer service in any way, those failures are what people will remember. several previous acts of law and drawing others together.

It provides consumers with clarity on their rights as buyers of goods and services and should be something all tradesmen are fully aware of. The consequences of getting it wrong could be catastrophic and ignorance is no defence.

Consumer Rights Act

Retailers and service providers, including installers, now fall under the scope of the recently introduced Consumer Rights Act (2015). This is a significant piece of legislation that was introduced, replacing Installers can find out more about The Consumer Rights Act via the BiKBBI members website, or by undertaking CPD via the iAcademy and our online courses in conjunction with The Chartered Institute of Trading Standards

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