For solicitors this can often mean fielding and spending lots of time on dealing with complaints that could have easily been prevented. This is not to mention the impact of negative publicity or feedback when unhappy clients or customers tell lots of others about their problem.
At Jubb Law we try very hard to avoid these problems in the first place by treating clients with respect and by communicating with them in an up front and personal way. If an issue does arise we see this as an opportunity to restore a relationship rather than an excuse to go on the defensive.
Lots of professionals (including solicitors) are uncomfortable dealing with complaints. The trick is to build a relationship where you know you can raise issues early and resolve them early.
The worst outcome occurs when a problem is not raised and both the business and client don't have an opportunity to resolve it. Good businesses encourage positive and negative feedback and see this as a valuable tool in creating a better customer experience.
Feedback is a gift!
Don't be afraid to receive or to give good or bad feedback where its due. You might be pleasantly surprised with the result.