How NOT to Handle Complaints (And What to Do Instead)
Let’s be real—nobody enjoys getting complaints.
The first instinct? Defend yourself. Explain why you’re right. Maybe even roll your eyes while typing. 😤
But here’s the problem: a defensive response doesn’t fix anything. In fact, it makes things worse.
💡 Before you hit “Reply,” do this:
✅ Take a deep breath (or step away for a minute—emotional replies never end well 😅)
✅ Pause & rethink—Is your response solving the issue or just defending yourself?
✅ Keep it professional & constructive—A well-crafted reply can turn a complaint into an opportunity
Here’s an example:
🚫 What NOT to write:
“Your complaint isn’t valid. We followed the procedure correctly.”
✅ What to write instead:
“Thank you for bringing this to my attention. I understand your concerns, and I’ll review the procedure to ensure everything was handled properly. Let’s work together to address any misunderstandings or issues.”
✨ Why this works for you:
✔ Keeps the conversation open so things don’t escalate
✔ Shows you’re listening instead of sounding defensive
✔ Helps you move toward a solution instead of a back-and-forth argument
📌 Here’s the bottom line:
How you respond to criticism in emails isn’t just about fixing the issue—it’s about keeping trust and professionalism in every message you send.
👇 Your turn: What’s the worst email response to a complaint you’ve ever seen (or sent)? Share in the comments!
♻️ Tag a colleague who could use this advice.
