As childcare business owners, there will come a time where a customer will need to voice their dissatisfaction. When that time comes, it’s important to make sure your complaint policy and procedures are followed to ensure that the situation is handled with professionalism.
A quick note before we proceed, It's CRUCIAL to always check with your state laws to make sure you are working within your legal rights.
What is the purpose of the complaint policy?
Here is how a clear and detailed policy will benefit your business:
Detail your steps and procedures.
Step 1: Who can make a complaint, is it anyone dropping off the child or solely the caretakers?
Step 2: How is complaint accepted?paper, email, verbal
Step 3: Which staff member is allowed to receive the complaint, if management is not present
Step 4: Treatment of the complaint. How will you proceed. Set a time limit that the customer should expect to hear something by.
Step 5. Discuss with your customer steps you have taken to solve the problem
Step 6. Stick to your promises
Step 7.Follow up a few weeks later
No business owner enjoys receiving a complaint. Chances are if systems are in place, this can be an opportunity for yourself to grow as a leader, your customer to feel heard and for your business to continue to grow.
Do you have a complaint policy? Do you find that it helps? Comment below.