Handling Complaints

Receiving complaints is part of the business of managing and leading. Everyone receives their fair share. However, not every manager handles them properly.
Many feel the first thing to do when a complaint is received is to check out the facts of the situation. Not so. Even though it may be considered an assumed step, the first action is no action. That is, don’t upbraid.
Upbraiding is little used word. It means to criticize, find fault, scold, or reproach. And, isn’t that what many busy supervisors and managers do? Often times a complaining worker is upbraided with, “Can’t you see I’m busy?” Or, “Oh, not again.” Or even, “I don’t want to hear anything but good news. Just handle whatever it is.”
Being polite and attentive sends a strong managerial message: “I’m reasonable, patient, receptive and concerned about all aspects of the organizations.”
Next, gather information ― all information that applies to the circumstance. Exactly what is the complaint? What policies are appropriate? What discussions and conversations led to the complaint? What are all the facts?
Be alert to gossip as well as facts. It’s good to stop rumors and falsehoods in their tracks.
Never wait. If the complaint is valid, take action. Bring a remedy quickly. If the complaint has no basis, return to your employee with clear and definitive explanations.
Giving serious attention to employee complaints boosts morale, streamlines efficiency, and does wonders for your relationships.
   — Joel Stock
   — [056061]