I love positive feedback. Everyone stands a little taller when they receive compliments. But, complaints are an opportunity to grow as well. Wishing away chronic negativity is not going make everything sunshine and roses. Removing "the negativity" (letting the complainer go) may help for a while. But, if the problem is still there, it is only a matter of time before the complaints start up again.
Customer complaints should always have your attention. Right or wrong, making an effort to remedy something is a sign of great customer service. Accountability is refreshing to a strained relationship.
Recently, I put together an outline of things that as a broker I could offer to agents. Every agent complaint, I listened to. Every suggestion, I noted. Everything! Whether I agreed with it or not, I showed respect and paid attention. I also based my outline on my history of being a single working mother. I sold property without the safety net of a spouse's income (or even child support). Now, I am happily married. My husband and I do this full-time.
I am in a position where I can make a difference in the lives of others. After almost 15 years in real estate sales and managing, this is a very good feeling. I have nothing to complain about.
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