How To Crush Your Clients Complaints Forever

Hey, hey, Steve Salvia here from blackwing.com.au

And in today’s Boost Your Business Blog I want to talk about Complaint Handling and what you can do to:

– Firstly TURN THEM AROUND

– FLIP THEM INTO OPPORTUNITIES

– And MAKE ADVOCATES out of anyone who complains…!

I know this is getting more and more prevalent so stick around and lets see what you can do to turn this negative into a positive…

See, I ran a 2 Day IMPACT SUMMIT workshop with a group of my Blackwing Profit clients…

We had about 16 financial planners from all over Australia flew to Perth for a 2 day workshop about the DELIVERY and the Back-Stage and client experience parts of your business….

And a great question came up about Client Complaints and what can be done to either negate them…

Or to at least turn ‘Lemons into Lemonade’ if it ever happens to you…

So I reckon there’s 4 Critical Steps to Handling Complaints.

What to Say and Do that’ll not only diffuse the situation and save your client…

But it’ll create an Advocate for you as well.

So there’s 4 Keys – 4 main pieces to this…

Oh, and we mapped out some scripting and some emails and a phone script from this conversation we had…

It’s called the COMPLAINTS CRUSHER.

If you’d like a copy, maybe type in the word…. COMPLAINTS – and we’ll get one over to you straight away…

Anyway – the 4 steps:

1. Recognise –

We’re gonna thank them…

We’re gonna let them know that it’s safe to complain and that we appreciate them being open and honest with us…

In fact, it’s an important part of your initial engagement process that they know it’s OK to complain…

You’re better off to know there’s a problem that to just get an email to say that the client’s transferred to another adviser right…??

So we’re gonna let em know that their complaint is Valid
(cos the reality is that even if you don’t think it’s 100% valid…, it’s Valid in their mind cos their Perception is the Reality…).

So we’re gonna make them feel that their complaint is important and that it’s gonna be taken seriously…

So number one, we’re gonna Recognise that their Complaint is Valid and that it’s REAL.

2. Next – we’re gonna Reassure!

So we Recognise and we Reassure.

We want them to be sure that we Understand.

We Empathise

YOU GET THEM!!

You’re on their TEAM.

If it’s a complaint about a provider or a product…. Make sure they know that you’ll go into bat for them.

We need them to believe that you are 100% On Their Team.

You’re HERE FOR THEM! Right?

3. The next thing we’re gonna do is we’re gonna restate the Reasons:

Recap why we set the things up in the first place….

Revisit the initial need they had and why you chose that product or that strategy or that Asset Allocation or whatever the thing is….

We’re gonna Reiterate the original thoughts that made them commit to you and to their plan in the first place.

Why it was set up.

The Advantages and Disadvantages…

And just get them back to the place you started initially….

So we’ve RECOGNISED…..

We’ve REASSURED….

We’ve restated the REASONS….

4. And number 4, we want to talk about Results:

What’s realistic.

What their Options are….

We wana give them some Choices…

Tell them what the PRO’s & CON’s are for each option…

What their Value is.

And the Outcome’s they’ll get if they choose these Options…!!

Here’s why we do this….

When you Recognise & Reassure = It Builds TRUST

When Reassure & restate Reasons = It restores FAITH

And when you RE-State Reasons & both get clear on Results = It re-positions EXPECTATIONS and that’s where you can use your relationship building skills and your persuasion skills to RECONNECT and overcome their complaints like a PRO…!

I just realised how many RE’s there are in this tip… ☺

Anyway, here’s the question I’ve got for ya…

Oh, and BTW, if you’d like a copy of the wording and the templates around this, just type in the word ‘SLAYER’…. and we’ll get one across to you…

But the question is:

“What are some strategies that YOU USE to turn complaints into opportunities…?”

When you ever get a complaint – what have you done to turn that negative into a positive and re-build the expectations from there…?

Leave me a COMMENT BELOW.

I’d love to be able to addd to my list and share your good ideas with my community as well…

You know the drill…

LIKES are good.

COMMENTS are GREAT…

But SHARING’S where it’s at…

So if you got any value out of this Strategy at all, please hit the SHARE button and lets spread the love shall we…?

If you’ve got a question about this topic or anything else around growing and scaling your financial planning business, just find me online somewhere…
I’ll promise I’ll do my very best to help out!

Anyway, that’s this weeks Boost Your Business Tip.

Let me know if you want a copy of the Complaints Slayer templates…

Until then.

Stay awesome.

Take really good care and I’ll talk to you real soon.

Steve Salvia