Your customers are incredibly important to you; otherwise, you wouldn’t be reading this blog. Complaints can feel uncomfortable and frustrating, but what if I told you they could be your greatest opportunity for growth?
The first and most important step in handling a complaint is to change your perception of it. Instead of avoiding complaints, welcome them with open arms. Why? When someone takes the time to point out a problem in your service—be it related to frontline staff, administration, or management—they are providing you with valuable insight.
It’s important to remember that most people who have a negative experience usually don’t share it with you directly; instead, they tell others. Those who come forward with a complaint are doing you a favour. When someone does us a favour, what should we do? We should thank them and reciprocate, often going above and beyond in our response.
Complaints and customer feedback have always been important to me. That's why at Careberry, we have implemented a system that allows every care visit to be evaluated. Clients or their families can easily review a visit and share their comments through our mobile app with care managers. This system enables you to access feedback, respond to it, and make it available for your staff to view in their profiles. Not only does this complete the feedback loop, but it also allows your team to proudly see their star ratings, which reflect their dedication and performance.
Here’s how you can turn a complaint into a win:
1. Acknowledge and Appreciate
Start by thanking the individual for their feedback. Let them know that their input is valuable and that you are committed to improving. This simple gratitude can turn a dissatisfied customer into a loyal advocate.
2. Investigate and Take Action
Show your customers that their concerns are important. Look into the issue thoroughly to understand what went wrong. Communicate openly about the steps you are taking to resolve the problem. Whether it involves changing policies, providing additional staff training, or adjusting your practices, inform the customer about the specific actions you have implemented to prevent the issue from happening again.
3. Avoid the Blame Game
It's important to avoid blaming your staff, as mistakes are a natural part of the learning process. Instead of assigning blame, focus on creating a culture of accountability and growth. If mistakes occur repeatedly in similar situations, take the time to evaluate your protocols and practices. Are your procedures clear? Are there skill gaps that need to be addressed? Address these issues constructively.
A few months ago, I spoke with a case manager who expressed concern about staff from a particular care company forgetting to give medicine to a client on two consecutive occasions. Upon further discussion, it became clear that the pharmacy responsible for the medications had not included a specific medicine in the client's blister pack with other medicines. I informed her that some pharmacies use special cling films to solve this issue. Fortunately, the problem was resolved a few weeks later when they found the right pharmacy that agreed to manage the client's medications.
4. Communicate and Follow Up
Don't just resolve the issue—follow up with the customer. Inform them about the specific actions taken based on their feedback. This fosters trust and showcases your dedication to continuous improvement.
5. Learn and Evolve
Every complaint is an opportunity to enhance your services. Use these insights to innovate, improve, and ensure your customers feel heard and appreciated.
Final Thoughts
Complaints are not setbacks—they are stepping stones. Embrace them as opportunities to grow and strengthen your business. When you approach complaints with a commitment to improvement, you win back dissatisfied customers and build a culture of trust, accountability, and excellence.
With Careberry, we have enhanced feedback collection, making it easy for clients to assess every visit and for you to act on their comments. This empowers your staff to excel and fosters stronger relationships with your clients. Transform every complaint into a story of growth, and you may find that even your harshest critics can become your biggest supporters.
