How do I get rid of Better Business Bureau (BBB) complaints? Advancing information and communication technology has equally created opportunities and challenges for businesses having an online presence.
Handling complaints on the Better Business Bureau (BBB) like customer feedback platforms is a daunting task for organizations nowadays. A deep comprehension of standard BBB procedures and choosing relevant strategies to get rid of Better Business Bureau (BBB) complaints is crucial.
In this guiding blog, we will dissect the mandatory steps for dealing with BBB complaints effectively.
How filing a complaint work on the BBB website?
As soon as a client boxes a complaint to the BBB, it passes through several steps ultimately leading to a downgrade rating of your business website.
◈ After reaching the BBB, the complaint is usually sent to the respective business owner within two days.
◈ Following this step, the complaint against the business has to respond to BBB within 14 days time-limit. In the reply, the defendant has to answer the allegations or questions mentioned within the text of the complaint. A chase-up letter will be sent through postal and email addresses to the business, in case of their unresponsive attitude.
◈ In the subsequent step, there will be two situations. Firstly, the complaint will be resolved immediately after the consensus of both parties. In the second scenario, if the issue is not being resolved easily, the plaintiff and business administration will keep on communicating.
◈ In the standard practice, a complaint on Better Business Bureau (BBB) has to close within 30 days after being resolved.
Does every business have to respond to the complaint?
There are thousands of firms listed on the BBB website. All these websites do not have to follow the complaint process of the platform. Only companies that fall under the BBB’s accreditation program will have to obey the complaint procedure strictly.
Types of complaints BBB does not send
The Better Business Bureau (BBB) being at the service of customers will also be tilted towards them as compared to businesses. But, being operated under certain standard Operating procedures (SOPs), they do not send every complaint to the business administration.
The following types of complaints are not usually sent to businesses.
◈ Complaint featuring the price of service or product of a business.
◈ Related to specific business policies of a firm.
◈ Subject to the standard code of procedures of a company.
◈ Complaints describing internal matters of a business.
Procedural steps to get rid of BBB complaint
Following are some practical measures to remove the BBB complaint effectively.
➤ Settling a disagreement with a customer
The opening move of a business that has received a complaint should be to settle its contention with the customer. Excitingly, this is the core objective of BBB to provide problem-free service to consumers.
There are two ways to do this job. First, to approach the client face to face. Secondly, contact the customer through BBB’s communication channel.
➤ Putting forward a solution
Every dispute in the world always ends with a dialogue, and so do BBB complaints. The solution to the problem comes at the climax of the dialogue.
Therefore, to resolve the complaint, the business organization will send a solution proposal to the complainer. If the matter does not end in this way, then the BBB will do mediation between the two parties.
➤ Negotiations through BBB
In the mediation option, there would be a professional arbitrator to resolve the issue between the two parties.
The mediation professional crafts a winning solution based on the evidence of both sides. The mediation deadline and working place will be decided by the BBB itself.
➤ Withdrawing the complaint
In case efforts to resolve the complaint through BBB intervention are failed. The subsequent step to remove the complaint lies on both the complainer and defender.
The attitude of business being the bigger party can have a major impact on this process. Therefore, they should express grace and deal with the issue with empathy with the complainer.
Here are some ways through which businesses can captivate complainers to withdraw their complaints.
Surrender yourself to the complainer, if you consider he is on the right side. Polite communication can be a first step towards resolving the issue.
Pledge the customer to resolve their issue in a complaint with a deadline. Present them with a solution to their complaint. Upon their satisfaction with the proposal appeal them to tack back the complaint from the BBB platform.
Let’s terminate this discourse with this note that Better Business Bureau (BBB) complaints demand an active response from the business. Swift feedback, a solution-finding attitude, and polite and timely communication can facilitate the complaint-removal process.
Moreover, underlining the flaws in products and services based on repetitive complaints can improve business operations many-folds.
Likewise, an unresponsive attitude towards customer complaints can harm the brand image easily as unresolved complaints will be shown to future customers on the BBB platform.
In the long run, BBB complaints should be seen as an opportunity to improve your business instead of a way to deteriorate your relationship with valued customers.
