Tips for handling complaints

99% of the time your interactions with pet parents are going to be positive. However, on the odd occasion you may find yourself face-to-face with a rather unhappy pet parent.

This isn’t going to be easy, but there are ways you can positively handle these situations.

Here are 5 tips to turn a negative confrontation into something positive:

1. 1
   

   Let them talk 💬

   If a pet parent is raising a concern, try not to interrupt and let them say everything they need.

   Once they’ve finished speaking, always ask to make sure you’ve fully understood their concerns. You can do this by repeating back what they’ve said. At this point, if they’ve said or asked for anything unreasonable, they’ll be able to hear it and will usually apologize.

1. 2
   

   Apologize 🙌

   It’s amazing how impactful “I am sorry” can be. In these situations you have to disassociate yourself from the situation. Even if the issue isn’t directly with you, by apologizing, you are recognizing the pet parent’s grievance.

1. 3
   

   Never tell them they’re wrong 🙈

   Even if you don’t agree with a pet parent’s point of view, saying this whilst they are already annoyed will not go well. It could escalate the situation further and may even make the situation irreparable.

1. 4
   

   Offer a solution 😊

   In order to show that you have fully understood a pet parent’s concerns, offer a solution that is pragmatic and shows that you want to make amends.

1. 5
   

   End the conversation with something positive 🎁

   If the pet parent had reason for getting upset, give them something to remember the situation positively. Like a next visit discount, coupon, gift for their pet, or a free service. The offering doesn’t have to be big, it just has to be meaningful enough to help them feel understood and show them that you care.

Takeaways

There’s no denying that these situations are uncomfortable 😓. Nobody wants to be on the receiving end of an angry pet parent, and it’s natural to feel like you want to defend yourself.

However, doing this could cause more damage than harm. Trying these steps instead may allow you both to leave the situation feeling content.

You should never tolerate a pet parent raising their voice or personally attacking you

– Cuddles Team

That being said, you should never tolerate a pet parent raising their voice or personally attacking you. If the conversation starts to head in this direction, you have to be firm and end the conversation.

You can let them know you’ll follow up with them the next day via email, and be sure to explain why you shut the conversation down, but then invite them share their concerns so that you can seek a solution.

It is often said that in these negative moments, there is always a valuable lesson to be learned. Perhaps the pet parent’s grievance will make your business even better! 💪