Is Conflict Always Bad?

Conflict does not always have to be bad. Disagreements or differences of opinions often result in better solutions to new and existing problems. Sometimes conflict is necessary for change. Any group of people that never experience a conflict are either extremely compatible or not very productive. Very few problems have only one solution. There is always more than one way to solve a problem. The most efficient way to solve problems is to offer a solution that is fair and equitable to everyone involved.

Conflict and complaints often provide an incentive to improve something that is already in place. People tend to shy away from change. We have all heard the term "If it isn't broke, don't fix it!". That is not always true. To remain successful, every business must continually look for ways to improve their process and products. What better way to identify potential weaknesses than to analyze and respond to customer complaints and problems?

How many times have you heard of a business that changed their way of doing business after losing a big account? They made the change not because they wanted to, but rather because they had to if they wanted to stay in business. You aim should be to identify problems BEFORE your customers leave!

Conflict should be looked at like the ultimate opportunity. Think of a conflict as a way for you to show the other party just how good you and your company can be. Any company can manufacture a product or provide a service. What sets apart a great company from the competition is how they treat their customers. Think about it. What better chance will your company ever get to show what it can do?

There are two kinds of people. Those who keep quiet and never complain and those who voice their displeasure. Be afraid of those who keep quiet! Why? Think about it. These people never complain but when the time comes to purchase again, they just go out and buy from someone else! You never knew what your company did wrong. You just lost a customer without having the chance to show them you care.

The other group, however, let you know when there is a problem. This presents your company with an opportunity to show that customer or person that they matter. You can show them you care, that you're concerned with their opinion of your company. Most of all, these people let you know when something goes wrong. This gives you an opportunity to correct problems so that they don't continue year after year. Correct the problem and your product or service gets better. Then, when the person who never complains buys it, you have a greater chance of that person not having a problem.

Most manufacturers do product research and development testing. Think of complaints and conflicts as real world company research and development. Think of conflict and problems as field testing for your entire company.

Complaints and conflict can be used to isolate the true problems within a company. Get several complaints about products damaged upon opening and you may want to re-evaluate your packaging. Get complaints about items arriving late and that points to the shipping department or your delivery people. Virtually every part of your company can be assisted by analyzing the complaints and conflicts you deal with every day!

Need more incentive to get you to alter the way you look at a conflict or complaint? Try this: Complaints and conflict can also let you know what your competition is doing better than you! What a concept! Suppose you get several complaints that say "XYZ warranty covers everything for 3 years. My unit is 2 years old, broken, and out of warranty." That call, if received often enough, might direct you to re-evaluate your warranty.

Maybe you get several complaints about delivery charges. The complaints state "Acme and United don't charge anything for delivery. Why do you?" It's a fair question. Maybe your competition has changed its policy to grab some of your customers away! Now you know about it and can take action if you deem it necessary.

View conflict and complaints as positives. Learn from every conflict. Take measures to correct legitimate problems. Make conflict work for you instead of against you!

David V. Greis
The Customer Service Training Institute
http://www.infowhse.com