State and local government administrators along with managers of all types of facilities should take a new look at something most of us try to avoid and that is complaints and complaining. This is specifically important if you are the one who must deliver complaints to an outside vendor such as a cleaning contractor. It can be an uncomfortable situation for both parties, but if handled strategically and properly, a lot of good, including good feelings, can result for all involved.
Because I work with building administrators regarding sustainability, cleaning, and the overall maintenance of their facilities, here are some tips on complaining and receiving complaints I have learned along the way. These tips can help make the process easier, ensure issues are addressed, and benefit all involved.
Tips on complaining:
- Administrators should know that diplomacy and professionalism always work best when making a complaint; your goal is to appear rational and intelligent.
- When a complaint is warranted, make it as soon as possible. The longer it “festers,” the more likely the complaint will turn personal.
- If at all possible, a complaint should be delivered and discussed by phone or in person. Emailing a complaint can be misunderstood; often “emotion”—whether intentional or unintentional—is perceived in an email, which mars the diplomacy and professionalism called for. And, the entire process can create a you-vs-them situation.
- Give the vendor adequate time to address the complaint; if the issue has not been addressed in the expected time, then putting the complaint in a letter is your next step. The letter should be mailed to someone in a management position.
Tips on receiving complaints:
- The vendor, such as a cleaning contractor or supervisor, should carefully listen to the complaint.
- Often the first reaction when hearing a complaint is defensive; in most cases this is totally inappropriate. The first reaction should be for the vendor to empathize; put yourself in the manager’s shoes to better understand and feel the situation.
- Just as we mentioned becoming defensive is one of the worst reactions to have, one of the best is to apologize…even if the situation is not our fault. Apologizing is part of the empathizing process just discussed and it helps remove a lot of the tension in the complaining process.
- Next, we must address how we are going to deal with the situation. Often, the best thing to say is “we are going to look into it.” Many times the problem is not the fault of the cleaning contractor, using our scenario, which gives the company a little time to thoroughly investigate the problem.
The final step is action. If the investigation finds the problem is not the vendor’s fault, this must be discussed with the administrators in the same diplomatic and professional manner as it was presented. However, if the contractor is at fault, your job is to make sure the problem is addressed and corrected.
Segura & Associates works with all types of organizations helping them operate their facilities in a healthier, more sustainable, and more efficient manner. Click here to contact Segura & Associates
