Good Orders Gone Bad: Conflict Resolution and You

Although we all do our best to make sure that every order goes smoothly, there are inevitably hiccups.  Perhaps it's a miscommunication about an in-hands date that results in product arriving too late for an event.  Perhaps it's a quality control concern.  Perhaps it's damage caused in transit.  There are countless ways something can go wrong despite everyone's best efforts, and how you handle those situations can make or break your relationships—not only with that client, but with other current and future clients.

No one likes to deal with conflict, but there are a few things to keep in mind that may help make the resolution swifter and more satisfying:



Stay calm.  Upset tends to feed upon itself in a vicious cycle of aggravation.  Take a step back, take a breath, and keep your cool.  Don't get defensive, regardless of on whose end the error was, and avoid placing blame; you is the quickest way to offend a client who's already probably not terribly happy.

Use a positive tone and language.  Don't use not; the negative connotations can rub your client the wrong way.  Instead of saying "I don't know," say "I'll find out."  Don't say "I can't do that," say "What I can do for you is…"  Make sure to keep your tone positive, too; if you sound collected and confident, it will help your client trust in your ability to resolve the issue.

Acknowledge the complaint.  If a client contacts you with a complaint, take the time to hear them out—don't brush them off or minimize their concern.  Active listening from the beginning can influence their satisfaction with your resolution; if they feel unheard, they're more likely to be dissatisfied and less likely to continue your relationship.  Make the effort to understand where they're coming from and you'll be better able to address their concerns.

Determine the root of their complaint.  Was there an error, or is your client dissatisfied with the product itself?  It's a frustrating fact that many clients expect Dom Perignon for the price of Coke, and they may express concern when the product doesn't live up to their expectations.  You'll still want to handle their complaint, but it may change how you approach their orders in the future; perhaps you'll sample more aggressively or steer them toward another preferred supplier instead.

Find out what resolution they want.  Before taking the next step, find out how your client would like the situation resolved.  Do they want a discount, a refund or replacement goods?  Perhaps they just wanted to make you aware of the situation or would like to find out what happened.  Tactfully ask them how they would like to see the situation resolved before you put time and effort into pursuing a course of action that may not be what they want.

Keep in mind that you are the face of the order.  Some actions, such as replacement goods, cannot be completed without the involvement of the supplier, but you may need to take the bull by the horns with others; if a client wants a discount for their order, for example, you can handle this up-front as an act of faith while you're addressing the complaint with the supplier.  Reputable suppliers will be happy to work with you to resolve problems, but it may take time.  Your client doesn't know this—they know that they dealt with you, and if you're waiting for the supplier's response before you take action, it may seem to them like you're dragging your feet and not accommodating them.

Everyone knows the old adage: The customer is always right.  This is never more true than when you're dealing with a complaint, and keeping this in mind will help smooth the resolution process.

Is there a tip that you've found works well in resolving conflicts?

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