How to deal with complaints


Maintaining reputation in the times of small business info can be either hard or easy. An overwhelming social media made everything more simple: you have no difficulty moving your business ahead by sharing your offerings and other ads. At the same time any customer can leave their opinion on every single thing. The information that floods social networks can both improve and ruin your reputation.

Letters of complaint can do a lot of harm to your business.
Letters of complaint can do a lot of harm to your business.

Only 20 years ago the only sources of advertisement used to be posters, newspapers and magazines, TV and other means of mass media. In case a customer had something to complaint about, he turned to a manager. The letters of complaint would rarely become public. Today it is different. As mentioned by forbes companies, the way of serving customers has changed. Nowadays a client can say anything by tweeting, making a status or doing a blog.
If you got a negative review, no matter if it was true or not, something must be done. If you pay no attention to it, it won’t do any good to your company. We listed some recommendations that my help you out.

Get positive reviews

It is a good idea to have a plan how to prevent negative reviews. In the first stages of making a business you should focus on it. This is essential for small business, when your business has not expanded yet. For bigger companies a few bad reviews won’t be disastrous as they already have a strong reputation. They already have a great number of reviews, so destroying their image is not so easy.
When you have just started a business, getting complaints are unaffordable for you. However you cannot be liked by everyone, so one day you will probably read a letter of complaint dedicated to your service.

Don’t get upset and try to solve the situation

Assure your customer that he is wrong and that everything can be solved in a peaceful way. Try to find a compromise, offer a discount, free product or give money back. No matter how hard you try, no matter how right you are, you will never win an argument with a unsatisfied client.

Don’t join a debate

If your customer has already posted a review, do not try to reassure them online. It will only ruin your reputation, as other people are likely to take a side of an upset client. Instead of reassuring, just apologize for having delivered some troubles once. After that send a private massage to a client to solve the problem.

Make short answers

The best response is a short, private and polite letter. It must recognize what has been wrong and give a solution. If your customer is already open to a calm conversation, you may ask them to remove a complaint. Assure the client that you want everyone to see that you are able to meet the letters of complaint and you want to reach a positive conclusion.

If the client disagrees to seek compromise and you have no choice left, you may return online and upload your answer that will contain you vision of situation. In this way you will look as a professional who concerns about their business.

Great and famous quotes about leadership

Leadership quotations

One of the more interesting topics of leadership is famous quotes about leadership that are attributed to historically important people. Hopefully you will find something helpful and some of these quotes about leadership are rather insightful.

“The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint to keep from meddling with them while they do it.”

Theodore Roosevelt

“Do not follow where the path may lead.
Go instead where there is no path and leave a trail.”

Harold R. McAlindon

“Leadership: The art of getting someone else to do something you want done because he wants to do it.”

Dwight D. Eisenhower

This is one of my favorite quotes about leadership:

“I am a man of fixed and unbending principles, the first of which is to be flexible at all times.”


There are also many other quotes about leadership.

“I think leadership comes from integrity – that you do whatever you ask others to do. I think there are non-obvious ways to lead. Just by providing a good example as a parent, a friend, a neighbor makes it possible for other people to see better ways to do things. Leadership does not need to be a dramatic, fist in the air and trumpets blaring, activity.”

Scott Berkun

“To lead people, walk beside them … As for the best leaders, the people do not notice their existence. The next best, the people honor and praise. The next, the people fear; and the next, the people hate … When the best leader’s work is done the people say, ‘We did it ourselves!”


“The leaders who work most effectively, it seems to me, never say “I.” And that’s not because they have trained themselves not to say “I.” They don’t think “I.” They think “we”; they think “team.” They understand their job to be to make the team function. They accept responsibility and don’t sidestep it, but “we” gets the credit…. This is what creates trust, what enables you to get the task done.”

Peter Drucker

Qualities of a leader if you want to be successful

A modern effective leader

Companies and people face various quick changes and tough challenges in the modern world. To become and remain successful companies need effective leaders. There is a constant need for innovative and inspiring people that can instill hope. What qualities of a leader are most important nowadays?


  • Know the way, go the way and show the way

One of the main qualities of a leader is to be able to lead by personal example. He needs to show everyone that he lives and performs by the same rules and principles that expects from his followers. He needs to show that he knows exactly what he is doing and knows it will prove effective.

  • Inspire people to evolve

Another vital aspect in successful leadership is to be able to speak to the best in people, show them that they can be and do better, reach for the stars confident that they can get there. For the followers need inspiration and motivation.

  • Pay attention

Among the qualities of a leader is the ability to give attention whenever it is needed, be that a certain task you are tackling or a person that needs to connect personally and have someone to talk to.

  • Commit

People need to see commitment as one of the qualities of a leader. You can show that by choosing a specific number of work hours you maintain to accomplish your tasks. Also do not forget that there the path to perfection never ends, always strive to become better at what you do.

  • Envision the future

Your followers need to be able to see the desired future before them and know that they will achieve it. This involves engaging the whole person including the sense, thoughts and emotions.

  • Value your followers

People need to know what exactly they are bringing to the team. Another one of the qualities of a leader is to be able to recognize the strengths and potential of every individual employee.