Business

5 Ways to Manage your Customer Complaints Procedure

Published

5 years ago

April 27, 2020

Complaints are a rural part of life that we can rarely ignore completely. People are not always going to be happy with your service and there are always going to be picky individuals who search desperately for something to pick fault with at every turn. It’s not whether you get complaints or not that defines how successful a business is; it’s how you deal with customer complaints.

So, we’ve put together a few top tips to help you organise all complaints with a level head. Because just one bad review can cause a chain reaction these days that will have a significant impact on your business if you’re not ready to do a little damage control.

Keep calm – You have every right to be defensive over your business and your brand but this defensiveness, if it’s allowed to reveal itself, can have negative consequences. With every complaint, ensure that you remain calm and listen to what they are saying in as detached a fashion as possible. It helps to put yourself in their situation and see the problem from their perspective, even though we realise this might be difficult to do!

Acknowledge the problem – It’s likely that the customer problem might seem petty or simply wrong to you but it’s important that you make them feel you’re taking them seriously. By allowing them to vent their frustrations and get their problems off their chest you’ll not only allow them a certain amount of catharsis but you’ll let them feel like they’re being heard. Never tell the customer they are wrong, even when they are!

Offer solutions – The only way you’re going to solve customer complaints is if you’re able to offer legitimate solutions. Having a list of common problems and common solutions to hand at all times will certainly help but you also have to learn to be flexible and be able to think outside the box. Not every complaint is going to conform to the same template, after all.

Have a procedure in place – An efficient customer complaints procedure is one of the first processes you should put in place and is a process that all employees should be made aware of. Information often gets lost in translation over the phone, so we’d recommend investing in a Response Tap call tracking solution which will allow you to determine customer intent and direct them to the right department without missing a trick.

Keep it informal – If possible, try to keep things as informal as possible and avoid things escalating to a formal complaint. If you need to hand out refunds, vouchers and/or apologies then so be it as this is often far more cost-effective than going through the formal complaints process.

Business

Derik Fay: A Multifaceted Entrepreneur, Investor, and global business leader

Published

2 days ago

March 21, 2025

Matthew Wiles

Derik Fay is a renowned celebrity entrepreneur, investor, and business leader with a diverse portfolio of successful ventures and a deep-seated passion for empowering others. His journey from humble beginnings to his extraordinary achievements is a testament to his resilience, strategic thinking, and unwavering commitment to making a positive impact on the world.

Born on November 19, 1978 and raised in Westerly, Rhode Island, Fay’s entrepreneurial spirit emerged at a young age. He founded his first large company at 22 (Around the Clock Fitness) that quickly became Floridas largest, and most successful independently owned fitness chain in the state before selling it to the publicly traded company Towns Sports International in 2109.

Sine that time he has built and scaled over 30 highly successful companies, achieving remarkable exits in the 7-to 9-figure range. His expertise spans various industries, including health & fitness, real estate, financial services, hospitality, and technology to name just a few.

Fay is also the founder and CEO of his main holding company 3F Management, (founded 2094) a venture capital and operational management firm that provides operational infrastructure, financial support, strategic partnerships, and other value add services directionally focused towards scaling and exiting.

Under the umbrella of 3F Management, Fay currently owns, is a co-owner, or is a cap table advisory member of over 40 other successful and growing brands.

Tycoon Payments, Results Roofing, BKFC, ManCandy, Fort North Media, Spintel, SendBuzz, Ritas Italian ice, FayMS Films, Eratyc Entertainment, Tycoon Funded, Pure Peptide Solutions, and 3F Financial, are just a few of the rapidly growing companies and brands that fill Fay’s entrepreneurial days.

Beyond his business ventures, Fay is a dedicated philanthropist, actively supporting various charities and causes. He is passionate about empowering the next generation of entrepreneurs and believes in the power of education and mentorship to create positive change.

Fay’s personal life is as fulfilling as his professional achievements. He is a devoted father to his two daughters, Sophia Fay (18) and Isabella Fay (16), and is engaged to his fiancée, Shandra Phillips (35) and is to be married in January 2026, in Naples Florida.

He enjoys spending time with his family, traveling, and pursuing his life long passion of health and fitness thru weightlifting and bodybuilding.

Derik Fay’s multifaceted career and unwavering commitment to excellence has established him as a respected figure in the business world, and a has gained global notoriety as role model for aspiring entrepreneurs.

His story is such an inspiration to all who seek to overcome challenges, achieve their goals, and make a meaningful impact on the world that Netflix is in post production on the documentary style film about Fays life journey from poverty to global success.