Dealing With Complaints

Chip Conley, Joie de Vivre Hospitality

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When receiving complaints, Conley recommends that managers drop everything and immediately contact the offended party.  Even if you cannot solve the problem, immediate response can halt deepening resentment and the viral effects of negative word-of-mouth PR.  Though Conley believes that employees are actually more important than customers, it is important for employees to understand the customer's point of view and not become defensive when a customer complains.

May 19, 2008

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