When they are unhappy.
WHAT TO DO FIRST
Listen fully before responding.
Frequently the complaint is not the first thing they mention.
WHAT TO ESTABLISH
What exactly is wrong What they expected What outcome they want
WHAT TO AVOID
Defending before understanding Explaining why it happened, at length Blaming a supplier or a circumstance
WHAT TO DO
Acknowledge the specific problem Say what you will do Do it Confirm afterwards
IF YOU ARE AT FAULT
Say so plainly and fix it.
Clients respect that far more than explanation.
IF YOU ARE NOT
Resolve it anyway, where the cost is small.
The relationship is worth more than the point.
IF IT IS A MISUNDERSTANDING ABOUT SCOPE
Refer to what was agreed, without triumph.
Then decide what to do commercially.
WHAT TO RECORD
The complaint and the resolution.
WHAT TO LEARN
Whether something in your process caused it.
