Why Your Complaint Handling Procedure Builds Trust
If you're an RICS member, you're likely familiar with the mandatory Complaint Handling Guidance, which requires you to publish your complaints procedure and make it readily available to clients upon request. In this case, publishing means making it accessible, ideally on your website. For those without a website, including the procedure as an appendix to your terms or sharing it with your report can also fulfil this obligation.
Contrary to the fear that it might invite complaints, sharing your procedure at the start of your client discussions demonstrates a commitment to transparency and a readiness to address concerns. However, don't just stop at sharing the document - it's a great onboarding tool and creates an opportunity to talk about how you will work together and what you will do should things go wrong. Without this conversation, simply sharing the procedure can undermine the rapport you've worked hard to establish.
It’s crucial to get a commitment from your client that they will follow the complaint procedure if any issues arise. This will help you stay more in control of the relationship and reduce your client's likelihood of going straight to social media or a small claims court.
Creating a space where clients feel comfortable approaching you with problems—rather than resorting to small claims courts or social media—is key to addressing concerns early, often before the property purchase is completed. Being open about how you will handle potential issues turns these moments into opportunities for constructive engagement rather than conflict.
The Benefits of Publishing Your Complaint Procedure
Creating Psychological Safety for Your Clients
When clients know there is a clear and structured process for addressing concerns, they are more likely to feel secure about approaching you with any issues. By being upfront and transparent, you’re essentially saying, “We’re here to listen, and we want to resolve any issues directly with you.” This transparency reduces the chances of clients seeking external recourse, such as legal action or voicing frustrations on social media. Instead, they are more inclined to trust that their complaints will be handled professionally and promptly.
Getting Commitment From Clients to Follow the Process
By discussing your complaints procedure during onboarding and securing a commitment from your client to follow it, you establish a mutual agreement on how any issues will be handled. This commitment ensures that the client will bring any concerns to you first rather than immediately seeking outside solutions, allowing you to manage or resolve the issue before it escalates.
Turning Complaints Into Opportunities for Engagement
A transparent complaints process can be a powerful tool for client engagement. When clients feel safe to express their concerns, it opens the door to meaningful communication and stronger relationships. By clearly outlining how you will communicate throughout the resolution process, you provide reassurance that their voices will be heard. This proactive approach can transform negative experiences into opportunities for improvement and reinforce the sense of partnership between you and your clients.
Preventing Escalation to Legal or Public Arenas
One of the biggest risks businesses face is clients bypassing you in favor of small claims courts or airing grievances online. A clear and accessible complaints procedure offers clients a direct path to resolution, making it less likely that they will feel the need to escalate their concerns. When clients know you will address their issues, they are more comfortable bringing problems to you directly, rather than turning to external channels.
Building Trust and Confidence Through Transparency
Transparency builds trust. When clients know exactly what to expect if something goes wrong, they are more likely to trust your process. A published complaint handling procedure signals that you take accountability seriously and are committed to resolving issues fairly and consistently. This trust helps solidify long-term relationships, even when challenges arise.
Encouraging a More Constructive Approach to Feedback
Clients who feel they can speak to you about their worries are more likely to provide constructive feedback instead of adopting a combative stance. By fostering an environment of open communication through a published complaint procedure, you promote dialogue that can lead to better outcomes for both parties. Clients who see their concerns addressed professionally are more likely to work with you to resolve issues and improve the overall client experience.
Reducing the Risk of Public Backlash
In the age of social media, public complaints can quickly damage your reputation. A clear and accessible complaint-handling procedure offers clients a private and effective way to address their concerns. This reduces the likelihood that they will turn to social media to voice their frustrations, allowing you to manage the situation directly and privately.
Even if a client’s complaint doesn’t result in the outcome they initially hoped for, they are more likely to leave satisfied, knowing that you handled their concerns fairly and professionally.
Your complaint-handling procedure isn’t just about managing complaints—it’s about creating a transparent, trust-driven, and safe environment for your clients. By clearly outlining how you’ll communicate and resolve issues and securing a commitment from your clients to follow the process, you encourage them to come to you directly rather than seeking external avenues like legal action or social media. This approach fosters psychological safety, builds stronger relationships, and ensures that even when problems arise, they can lead to positive outcomes for your business and your clients.
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