ACSM 2013 Health & Fitness Summit
The S.M.A.R.T. Way to Provide Great Member Service
Michael J. Spezzano
Handout
Ten Steps For Handling A Complaining Member
- Say "I'm sorry." These should be the first words out of your mouth. It costs nothing. It isn't
admitting fault. You're just sorry they are feeling inconvenienced. These are the most
powerful words you can speak to a complaining member.
- Honor their perspective. Even if their position is clearly off-base, their perspective is their
reality and must be honored.
- Don't get defensive. This will only make things worse for you and for them. Resist the urge
to protect yourself.
- Don't make excuses or argue. Nobody ever won an argument with a customer. Even if you
"win" and prove you are right, we lose.
- Fully understand the problem. Ask questions and repeat back what you think you've heard.
Make sure everything is crystal clear.
- Tell them what you're going to do next. Seeing you take immediate and logical action will
help them feel their situation was handled competently.
- Tell them when you'll get back to them. Don't leave them hanging and stressed about the
problem. If they know exactly when you'll be getting back to them, they will feel their
situation was handled well.
- Thank them for bringing the concern to your attention right away. You especially want to do
this with the little things, so they'll keep bringing them up, rather than silently going to the
competition.
- Resolve the problem quickly. Studies indicate that the faster you resolve problems, the less
damage is done. Don't let issues sit unresolved.
- Follow through and follow up. Make sure all residual emotions have been cleaned up.
