One of my pet peeves out there is when you give a list of complaints to a business or an organization and they give the proverbial “shrug of the shoulders”. The “proverbial shrug” is basically the business or the organization telling you that they aren’t going to merit a discussion of your complaints because like what Jeff Probst tells losing reward challenge participants on Survivor, they have nothing for you.
I always say that everything in business is about communication because it’s a connection business. Having empathy for clients who aren’t happy with your service goes a long way. Saying that you understand their complaints and that you will try better the next time goes a long way.
Taking the path that apologizing in any way possible is like admitting to a criminal act is only going to exacerbate the tension with the client. Whether the client’s gripes are justified or not (and many times they aren’t because it may contravene the law), they want to be heard.
I’ve learned as the older I get that when I’m unhappy with something, I’ll complain and let my feelings known. When the business or the organization I’m dealing with, tells me that it doesn’t care by not even trying to address a problem, I’m going to be looking for someone else to work with.
People sometimes complain and all they want is to be heard and acknowledged, they don’t even want an apology. Shrugging your shoulders isn’t the way to go.