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By Casey Parker | May 28, 2020

If you ask a pet sitter their greatest fear, a client complaint will probably make its way on the list somewhere. Today’s client has greater reach than ever before, either to recommend your business or hurt it, so it’s no wonder that client complaints are cause for concern. While you absolutely should be concerned with your company’s standards and your business reputation, client complaints need not be the stuff of nightmares. You can learn to handle client complaints effectively and in a way that speaks volumes of your professionalism.

Shifting your mindset

But before we go too far, our first step is to put you in the right mindset for dealing with complaints. When you receive a complaint, a common knee-jerk reaction is to deny any fault for what happened. You immediately launch into defending yourself and your business. You might be angry, but even more likely is that your feelings are hurt. You have devoted yourself to being the best pet sitter you can be and when you receive a complaint, it’s very easy to take it personally. And that’s exactly the mindset that you need to change. You cannot take complaints personally if you want to handle them effectively. You must remember that you are not handling a complaint as an individual, but as a business. Immediately going on the defensive doesn’t resolve the complaint or make your client feel any better about the situation.

Another mindset we need to change is the assumption that a client complaint won’t happen to you if you’re doing your job well. If only that were true! But anyone who has ever worked in customer service can tell you that what you offer doesn’t always match up to what a client expects. Complaints happen to even the best pet sitters and how you handle complaints can truly set you apart in a positive way. No one wants things to go wrong, but it’s reassuring to know that when they do, the pet sitter that you’re working with will work with you to make it right.

Handling complaints effectively

Now that we have you in the right frame of mind for tackling complaints, keep these seven tips in mind when you receive a client complaint:

1. Breathe. This first tip is simple, but so very difficult to remember in the moment.  Taking slow, deep breaths is an important part of regulating your emotions and you need to be in control. If a client has come to you with a complaint, they’re not happy and depending on the severity of the complaint, they’re not calm either. You must be the cool head in this situation.
   
   
2. Actively listen to your client. At the bottom of most complaints is the desire to be heard and respected. So often we only listen to respond rather than to take in what someone is telling us. Even if you know the answer to this problem, even if you have taken steps to fix it immediately, even if you already have everything you want to say on the tip of your tongue, wait and listen. You will be amazed at how much calmer a client can be once they’ve had an opportunity to express their point of view.
   
   
3. Say “thank you.” Yes, you read that right! Make sure you thank them for bringing the issue to your attention. This is just one more way you can make them feel heard. Try something like, “I’m very sorry to hear that you were dissatisfied. Thank you for calling me today and giving me a chance to work things out.”
   
   
4. Avoid accusatory language. Accusatory language includes things like, “You always” or “You said” or “Why didn’t you…” Even if your client is in the wrong here, shaking a verbal finger at them won’t make them feel better, just defensive. There are diplomatic ways of explaining your point of view without these. Instead of “You always” try “Previously” or instead of “You said” try “It is my understanding.”
   
   
5. Apologize. Even if you’ve done nothing wrong, you can still be genuinely sorry that your client had a bad experience or now has a negative association with your company. “I’m sorry that you feel your expectations were not met” is a great way to apologize without taking blame for an unfounded complaint.
   
   
6. Give your client a solution. Most clients don’t want to stay upset with your company. They contacted you because they want resolution to the problem. Focus on what you can do to help them now and if applicable, what changes you can make to improve your business going forward. Complaints, if looked at in the right light, can be great opportunities for growth!
   
   
7. Schedule a follow up, if necessary. Last, but not least, if you don’t know how the complaint should be handled or need time, thank them for sharing the situation with you and ask if they will allow you to call them back so that you can work on finding a solution. Make sure you give them a timeline for when they can expect to hear back from you and thank them for their patience.

These tips work for most complaints, but they largely assume that you are working with a reasonable individual who is upset about the complaint but is at least willing to hear you out and genuinely wants the issue to be fixed.

But what about an irate client? A client who is furious, doesn’t want to fix anything, and seems bent on crushing your spirit and your business?

When you’re speaking or corresponding with an angry client, remember that sympathy is your best defense. Even if their complaint is unfounded, expressing sympathy helps to diffuse the situation. Being angry or rude back to someone just compounds the problem. If you’re not sure how to redirect them, try something like this, “I understand that you’re upset regarding this situation and I want to help you, if you will let me. Would you be willing to work with me to resolve this issue?”

If a client will not stop the exchange, continues to argue, refuses all solutions offered and may have resorted to name-calling, only you can decide when you have had enough. It’s important to recognize when your client is not in a place to work with you and you need to end the exchange.

If you do need to end the conversation, you can still do this professionally. Try: “I am sorry that you are upset.  I would like to work with you on coming to a resolution, but so far this conversation has not been productive. When you are ready to discuss the solutions I’ve offered you, I would be glad to help.”

Armed with these tips, client complaints should no longer leave you shaking!  But, here’s a bonus tip for you too: When you’ve finished with the complaint, even if it ends well, give yourself a moment to recover from it. Client complaints are stressful. There’s no reason to let one complaint sour the day, so take some deep breaths and cuddle some pets until you feel steady and calm.