735 - How do you handle complaints?

One of my colleagues was distraught because a prospective client had found complaints against our company.

To be more clear, the person said his prospect had seen (somewhere) that there were 65K complaints! We have 4.4 million clients, so 65K would only equate to about 1.5%.

I did a little research and found that according to the BBB of Ada, Oklahoma, LegalShield (PPLSI) has had 333 complaints in the last 3 years.

That doesn’t sound bad for a clientele of 4.4 million.

Numbers are tricky. They can, and often are, manipulated to represent whatever someone wants them to represent. Remember Punxsutawney Phil with his 39% accuracy rate?

The point is, every company gets complaints. EVERY COMPANY!

You can’t get away from complaints and you don’t have to hide them.

I want my clients to know that we are there every step of the way, considering the relationship that most people have regarding lawyers.

Lawyers have a tough job and a bad reputation to go with it. As lawyers often say, everyone hates lawyers until they need one.

Truth be told, we would all do more business with lawyers if we could afford it.

We do our best every day to bring quality services to our clients, at prices they can afford. We’ve been improving our services for over 50 years, putting us ahead of every legal service company.

I don’t know another company of any kind that offers the same quality of service (and often better) for rates so far below average. That doesn’t matter. We still get complaints.

✅ The question is not, do you get complaints but how do you handle the complaints that you get?

When we go into business with our eyes open to the types of complaints we may get, we are better able to address them more efficiently.

One of the things we do every day is to educate people on how to get the most from our services.

We guide them on what to do if they don’t feel they have received the level of services they expected.

It's important to have systems in place and quality checks to make sure your customers are well cared for.

How do you handle complaints?