A complaint is an opportunity to better serve your appraisal clients.  Don’t blow the chance to make things right.  You can create a client for life, or deal with ‘bad press’ forever.

Use the L.E.A.R.N. Technique to Resolve Client Complaints and Concerns

LISTEN: Close your mouth and listen. DO NOT INTERRUPT!! Let him or her blow off steam.

EMPATHIZE: Take time to understand just how they feel. Then let them know that you understand their feelings.

ASK: Ask them what they would like done. Great negotiators always know what the other person wants. The only way to find out is to ask. 

REASSURE: Reassure them that you will do what you can to resolve the problem. They must know that you do wish to fix the problem.

NEVER FORGET TO FOLLOW-UP: Pick a specific date when you will respond. Then stick to it.

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