Sales Management Training | Sales Training Program | Complaints Make You A Better Sales Manager. Wel

Nobody likes criticism, and complaints often create problems for you. Even so, you should welcome complaints and respond to sincere criticism with a sincere “thank you.”

But, first, don’t assume your employee is there to complain. If you start the conversation with “What’s your beef now?” you immediately put your employee on the defensive.

Suppose he says, “No beef! I just want to talk about my new assignment.” If you still assume the negative, you hear that he doesn’t like that new assignment. So you ask, “What’s wrong with it?”

Both of you are now on the defensive. Chances of having a productive conversation are slim to none.

Start over.

When he says, “I want to talk about my new assignment,” reply, “Sure. What about it?” Now you’re open to a wide range of possibilities. Here are five:

1. “I love it. Thanks!”

Okay, that’s unlikely. But it is possible.

2. “I don’t understand it.”

That isn’t a knock. It’s a request for help. That’s what you’re there for.

3. “Why’d you give it to me?”

That may or may not be a complaint. Probe gently to find out.

4. “I don’t think I can handle it.”

That’s either a complaint or a request for help. Find out which. Is the problem lack of knowledge, time, desire, or confidence? Each case requires different handling.

5. “It stinks!”

That’s a complaint! It might even feel like a slap in the face. But, you’re much better off if the employee brings it to you. Don’t slap back. Take a deep breath and start asking questions (the coach’s best friend).

“What’s the problem?” is a good start. Keep probing for specifics until you get the problem defined. Then, you can start to solve it together.

Here are three ways to communicate your willingness to hear their complaints:

Positive body language: Your expression is attentive and your arms are at your sides, rather than folded across your chest like a shield.

Listening: A big part of good body language is a closed mouth. Hear them out before you respond.

Immediate reward: Instead of making them “pay,” reward them with your attention and your attempt to solve the problem.

“Complaints make you a better manager. Welcome them and deal with them positively.”