Source: REPLACEMENT CONTRACTOR Magazine

By Jim Cory

Melinda Kirk had only been the office manager at Ohio Consolidated Builders a few weeks when she took a call from an abusive customer. He was furious because he'd phoned about a window problem and the company's technician had not shown up on time.

“He used any and every curse word you could think of,” she recalls. “He had me in tears.” Eventually one of the owners of the company, a window and siding operation in Cleveland, took the call. The technician reached the house and the homeowner was assuaged.

Even the most efficient companies get complaints. And the complaints you get will tell you a great deal about your organization's flaws and weak spots. On the other hand, a deluge of complaints can tie up your internal staff, damage your image, and affect company morale. Managing those complaints represents an opportunity to develop a culture of customer service and to build your brand, that is, to make your company known as one that stands by its products and services.

Lay the groundwork for managing complaints by making clear to customers what they're getting for their money, and document it.

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