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A few months ago I received an e-mail from a couple who had been referred by another client of mine. We corresponded via e-mail and they decided to come in for an appointment to discuss it further. Two days after the meeting they sent an e-mail saying how disappointed they were with our meeting. I was shocked at first and then felt defensive and hurt. I have been a travel agent for almost 10 years and never had anyone complain this way about my services. After this initial shock I decided I needed to respond and not take this personally. This should be a learning experience and maybe I had been too complacent in working with these clients. I started looking online and found several articles on “How to Handle Complaints”. Here are a few things I learned: A complaint is a major issue for your client, you don’t want to lose business Respond to all complaints – don’t blow them off, don’t take them personally Fix it quick – ask them ‘how did you fail?’ and ‘how do they want it fixed?’ If you mess up, admit it openly and take full responsibility Ask for complaints; how you did and how could you have made it better Reward them for complaining Basically: listen, thank them, apologize, offer a solution, get their agreement, fix the problem and follow up If they are abusive or aggressive you do not want to work with them but always keep a level of professionalism and be ethical. They never responded to my apology/follow up letter so I am still not sure exactly what I did wrong with them. But I have started asking ALL of my clients and prospects these questions after our meetings to improve in my business.

Laura Garth Journeys by Rachel

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