Fair handling keeps both customers and good employees.
In this article
Listen
To the customer.
Facts
Photos and notes.
Keep reading — free
The rest of this article is worth the 20 seconds
Tell us where to send it and the full piece unlocks right here, along with everything else on this blog.
Rather just talk? Message us on WhatsApp.
Talk with the tech
Privately.
Resolve
For the customer.
Patterns
Repeated issues.
A closer look
Some complaints are misunderstandings; others reveal real problems. Jumping to conclusions hurts trust with the team. Gathering facts and looking for patterns leads to fair decisions.
Where to start
Create a simple process: log, review, talk, resolve, follow up.
An example
A tech received complaints about arriving late. The real cause was dispatch overbooking. Fixing the schedule solved it.
Common mistakes
Blaming the tech instantly, ignoring patterns and not following up with the customer.
What to track
Track complaints per tech and resolutions.
Questions to ask
What are the facts? Is there a pattern? What does the customer need now?
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
What should a manager do when a customer complains about a technician?
Listen to the customer, gather facts, talk privately with the technician, resolve the customer issue and look for patterns before deciding on consequences.