When someone raises a complaint on your team, are you able to ask probing, non-defensive questions about the topic?
Do your questions encourage a free flow of information to be exchanged?
Do the real, underlying issues of complaints come to the surface during your discussions?
If not, you may need to change your mindset on how you handle negative information.
In a post from the archive, Dave Mashburn describes how a professional communicators handle complaints.
1. They assume the complaint is not the real problem. This allows the follow-on questions to be non-defensive. For example, if someone is complaining about fees, ask questions that would reveal what it would take to experience value.
2. They display a high level of confidence. Confidence is an incredibly powerful trait. As opposed to arrogance, confidence is the mix of knowing your craft so well that you can be a tremendous resource to those who need it while still coming across as humble and approachable.
3. They dissociate with chronic complainers. Professionals do business with those who appreciate the value of their work. There are some people who cannot be helped. It’s better to focus on those who respect your contribution.
Your high-potential agents need a strong leader who does not wilt when complaints surface.
Can you rise to this level?