complaints

Difficult Customer Complaints

Sign warning that we will not tolerate physical or verbal abuse

What are difficult customer complaints? All complaints hurt, especially when you care deeply about your business or organisation. The more you care, the more painful it is. When we are hurt, the natural reaction is to either hit back or run away. Both will make things worse in the long run. And when customers’ behaviour…

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Unfairness: What to Do?

unfairness sometimes works in our favour

Unfairness creates negative emotions and is a common cause of unhappiness and conflict. Think about how you feel when someone queue jumps or takes a double helping of your favourite food and leaves none for you or someone gets the job you feel you deserve. Reactions to Unfairness “Hard-wired” in the Brain Researcher Renee Baillargeon…

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Manage annoyances well & avoid major problems

manage annoyances well

I’ve written before about how random acts of kindness can make a huge difference to others and boost your own happiness. In this blog, I’ll write about how little things can cause big problems. Like a dropped match that lights a wildfire, small irritations, if not addressed, can flare into major confrontations. Manage annoyances well…

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Why can’t they see the truth?

same truth, different angles

When we argue, our truth seems so obvious. We ask ourselves “Why can’t they see the truth?” Or we accuse them of lying. This makes us even more determined to prove that we are right. We appeal to friends, colleagues, strangers to agree with us and help us prove the other person wrong. Research and…

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Neighbour Problems: How to avoid them

A5 Get Your Story StraightNeighbour problems steal your sanity. They turn mild-mannered people into raging tigers.  Too often, minor issues become major ones and the problem escalates.  So how can we avoid getting caught up in disputes with our neighbours? What are the most common issues that cause neighbour problems? What can we do if problems…

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Won’t Pay or Can’t Pay?

People who won’t pay cause small business owners more hassle than any other issue. Years ago, my husband and I owned a quick print business. I hadn’t realised how much chasing payment impacted my life until I overheard my daughter (6) and a friend playing shops: “Now we’ll just close the shop and then I will…

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Should conflict be avoided? Is no conflict healthy?

Is no conflict healthy

Walking around Stirling in Scotland, I saw the sign below on a building which many years ago housed a home for abandoned boys. It reminded me of all the families, couples and firms that live by the no quarrelling rule,  extending it to cover any passionate disagreements. But is no conflict healthy? Or is it…

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First Aid for Personality Clashes

Wouldn’t it be great if when there was a personality clash, we could just reach for the first aid box? Or if people were all as sensible as us? Most of us have worked with someone that we just didn’t get on with. Some of us remember dreading going to work because of a colleague…

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5 Ways to Boost Your Resilience (even works for grumpy people)

5 Quick Ways to Boost Your Resilience and Mood (even for grumpy people) January Blues? Run out of steam on the New Year resolutions? Tired of gray skies and grumpy people?  Just like a ball without much air, you’ve lost your bounce. You need some help to boost your resilience. And no, it isn’t just happy,…

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