Conflict Resolution in Business

You’ve been in it - the middle of a conflict, and maybe you didn’t understand how to rise about the conflict in order to get to the root of the problem. It seemed that no matter what you did you were always getting under more and more proverbial crap. Well, this is truly a difficult aspect to handle, but done effectively, can mean stopping that all-out war before it ruins the relationship at hand.

The conflict starts rather benignly, usually, as the person who feels they have been wronged approaches with their problem. Some people actually let the problems ferment, and we’ll address those later.

Making sure you listen is the best method to deal with the initial conflict. Where most people seem to go wrong and, therefore, the situation escalates is when the appointed resolver is trying to make points while the problem is still being outlined. No one likes to be interrupted, and if someone is agitated already, this will only serve to exacerbate the situation.

Assuming, of course, that you are well within your power to deal with the customer then you must work with them in order to come to a resolution that is most beneficial to the complainant if you feel the problem is truly justified. Usually, if this is the first time you have received a complaint from this person, then you will decide on the side of the complainant, giving the benefit of the doubt.

If it is not within your power, do NOT tell the complainant to go somewhere else. This is the most extreme mistake anyone can make. No one likes to repeat themselves and they have (possibly) already vented on you. If you make them vent again, then they could feel like they’re getting the runaround and will be even less likely to come to a reasonable solution.  Instead, you will need to immediately excuse yourself from the situation as you consult someone who is able to resolve the situation, explaining fully the problem and taking any advice management wants to give. Management may still want to discuss the problem with the complainant, and will tell you if this is the case.

It is actually wrong to assume the complainant is always right. While this has been the best method for many people for many years, there comes a time when the complainant can’t be right. You must understand how to differentiate between legitimate complaints and complaints that are filed merely to cause a scene or to gain an advantage to service such as free services at presumably a slavery equivalent pay scale or worse - actual property belonging to you.

If your relationship with the complainant has ceased to be mutually beneficial, then you must decide to sever ties with the complainant. Making sure, of course, that you do not say anything or perform any action that would be insulting or hostile, you can then “fire” your complainant from whatever capacity they served.

Remember, for the most part, that you service is not unique. There are many other places these people can go in order to get what they need. Understanding that your time is valuable and that these very few people will not be responsible for the majority of your business will go a long way to being able to turn away a problem customer or two. It is not worth your time to cater to these people when you have many other customers that are happy with your services.

“Firing” your customer or client isn’t violent or hostile. Instead, very politely you should tell them that you feel you can’t cater to them like they need and then you should refer them to someone you believe is more capable of handling their requests. Cheerfully apologize and wish them the best, refund whatever it is they have paid you, and send them on their way. Ignore any further attempts at contact.