When I meet with new client, I set the tone for good communication at the first meeting. I explain it is preferred that concerns regarding service are important because I want to keep good service ongoing. So, when a client has a complaint/concern, the first thing I say is, "Thank you for telling me." That puts the client at ease, the concern is addressed, and a resolution is reached.

I also explain this to my employees.  Good communication/good service will keep us all working.

In short, the two magic words that have withstood the test of time are: please and thank you.

Thanks and God bless,

Colette