Rebutting Complaints

When a dissatisfied homeowner dashes off a complaint that is heated, insulting, inaccurate or not very well thought-through- maybe just a belligerent phone call, it is human nature for us to take it less seriously and to want to respond in kind: garbage in, garbage out. But that’s a mistake. No matter how crude or “stupid” a customer’s complaint seems, your response must be professional; after all, it is your livelihood on the line not theirs. Think twice before dashing off an angry reply to an emailed complaint especially; most of us regret not exercising better judgment and patience before hitting “send” at least once or twice in our lives.

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