Employee complaints are part of every business owner’s life. You can’t ignore them, but you shouldn’t let them take over your day either. Handle them efficiently by asking your employee these questions:
- What is the exact problem? Don’t settle for unspecific gripes, like “I’ve got too much work.” Isolate the nature of the problem in concrete terms.
- Who else have you talked to? Just because you’re the owner doesn’t mean you should be the first person employees turn to for help with every problem. Point out other people who are better equipped to offer immediate help in solving some problems.
- What happened when you talked? If the employee has already gone to another source for help and has not been satisfied, find out why. If people who are supposed to help aren’t doing their jobs, you need to know.
- What do you disagree with? The complaint may stem from a disagreement with policy or a particular management decision. You may not be able to make changes that will satisfy the employee, but you should find out if the disagreement is over a legal matter, or perhaps the result of someone not doing their job.
- What’s your solution? Find out what the employee wants you to do, in plain concrete language. An acceptable solution may be quite reasonable. If it’s not, explain why and try to reach a compromise.
