“You are the worst company I have bought from!” – writes the client. Oops, bossss! What should I write back?
It is very hard to select words when some of your customers is angry and complains about your company. Read more for an insight into it.

All is well when it ends well. And until it ends be sure not to panic; no matter how bad it looks. Your customers only want you to do your best when they complain. They can see things that you might miss and every complaint will give you insight on how to improve your business. Here are some tips of handling with complains:

• Be empathetic and come them down – which means that you should acknowledge the person’s feelings (you don’t have to agree with them to do that). In the NLP practices this is called “to build rapport”. For example, you can say: “I understand how upsetting that might be…”

• Do not defend yourself – you will surely want to say something to defend yourself – don’t! Getting defensive will never help. The issue is not about who is right, it is about helping a disappointed customer and keeping their repeated purchases.
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1. Use cedar matches, if possible. If you prefer to use a lighter, make sure it’s butane lighter to avoid strong odors.

2. Warm the open end of the cigar (aka ‘the foot’ of the cigar) slowly over the flame, without touching it to the fire. Let a black ring form around the end.

3. Place the cigar in your mouth and draw in slowly. Hold the cigar over the flame, about half an inch above it, again without touching. Continue to draw in until the cigar draws the flame. Turn the cigar slowly, spinning it to establish an even burn.
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Hiring an employee can be a big step for many small business owners. It means the end of doing EVERYTHING yourself and passing off some of the work!

In order to make the experience rewarding for both you and your employees there are a few things that every boss and leader should do…

1) Reward people for a job well done. Its frustrating working for someone who enjoys all the financial rewards of the efforts put forth by the entire team, especially if they don’t recognize what everyone has accomplished and contributed.

It doesn’t take much to acknowledge the effort of your staff. It makes a HUGE difference in the working atmosphere when you take a few moments to acknowledge your team. People like to know that they’ve done a good job.

2) Always provide a balance between positive and negative comments. Your job as a leader is to recognize the talents of those around you and feed them with the motivation and positive energy to take YOUR ideas to entirely new levels. Help them serve you better by building up their confidence… not tearing it down.

3) Step up and accept responsibility for your projects. At the end of the day if things don’t go according to plan, in my opinion, the responsibility falls onto the leader’s shoulders. Stand up and accept the responsibility should anything ever go wrong.

If your staff always bear the burden of projects gone bad, it will drag people down and destroy your working environment. Start contributing to the emotional bank account of those around you.
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