Can You Protect Your Business from Customer Complaints?

customer service reprsentative

Every business has experienced an unreasonable client or customer at least once in their lifetime. Sometimes, the customer is justified in their claims. However, there are also a fair amount of times wherein the customer is in the wrong. It could be that the problem is an oversight on their part, or the client had misunderstood the extent of your agreement.

Regardless of whether a customer’s allegations are true or not, it is best to prepare yourself. You have to make sure that you have the means to handle said claims and any resolutions that come of them. Aside from that, having the ability to compensate for proven complaints can save you from financial stress.

Clear security cameras

When dealing with complaints, it is best to get all sides of the story. There is always a risk that either side of the parties is biased or being selective about their information. The best way to figure out the truth is to have quality security cameras around your locations. It serves multiple purposes that would benefit your business.

In businesses with physical locations, security cameras can protect employees that are being harassed or wrongfully accused. You should be just as concerned about protecting your employee as you are with yourself and your customers. The cameras also discourage criminal activity, which can help both employees and customers feel more secure.

Cameras provide a fair perspective that can be used in investigations. It is vital that you set them up to cover all the blindspots where potential customers can go to. Just be sure to avoid locations that would invade others’ privacy such as changing rooms and bathrooms.


Businesses need to secure a variety of insurances to protect their property from damages. Whether your company is proven to be at fault or not, insurance can cover such situations. It will also help pay the expenses demanded by a customer or client. This would also include legal fees and proceedings that would occur if ever. That way, you won’t lose too much from your business.

There are different kinds of insurance programs that cover different situations. You don’t necessarily need to get all of them, but some industries would benefit more from certain ones. Consultancy and graphic design services, for instance, would benefit more from professional indemnity insurance, which covers situations wherein your services were inadequate and leads to a loss in income for the client.

Another example is commercial property insurance. Businesses that sell items can take advantage of this as it can pay for theft and damages caused by calamities. Those that handle luxury items or things that cannot be easily replaced will benefit the most from this. Insurance companies even tailor them to specific industries. It is for this reason that property insurance for firearm stores is common. They offer additional coverage specific to gun shops.

Legal protection

It is important to have the right people to assist you in times of conflict. A lawyer, especially one that specializes in business, will be able to defend you and help determine who is the one truly reliable. ;

There might be a time where you are being sued, but you are not the one actually at fault. In this case, a legal expert will help determine all the facts. With this, you can avoid paying for claims that were not the result of your negligence. While you are doing this, it is also best to contact your insurance company to see whether the legal fees are covered in their plan.

customer talking to staff

Clear guidelines and protocols

Some people like to make wild accusations and claims when their requests aren’t met. There are customers and clients who believe that just because they are buying from you that you should be able to do all their requests. However, there is always a line that needs to be drawn. The best way to defend yourself against them is to ensure that you have clear guidelines and protocols.

Every employee must be trained and aware of their rights and limitations. If a client is requesting things that are against company policy, then employees should be able to respond accordingly. They should calmly remind the customer and client of the terms and conditions. When guidelines are clearly stated, then your business will be able to respond accordingly.

Businesses should carefully craft their guidelines to ensure that it is legal and reasonable. There are no hiding discriminatory policies, and all it takes is one dissatisfied customer to expose them. More importantly, guidelines and policies should be concise and clear to prevent confusion. This will provide you additional protection against potential liabilities.