In our world, complaints are as inevitable as flight delays and lost luggage. But, as professionals, how we handle these complaints can be the make-or-break factor for our reputation and business success —or, as the kids say today, our rizz. Here are my thoughts on turning a potentially negative experience into a positive one. Acknowledge and Empathize: First and foremost, acknowledge the issue. A customer who comes to you with a complaint wants to be heard. Listen actively and show empathy. Empathy does not necessarily mean agreeing with the customer…

Posted in Editorial Musings by John Frenaye