Don’t mishandle the opportunity to manage a complaint. It’s true that you never get a second chance to make a first impression, and it’s also true that you never get a second chance to handle a complaint correctly. It sounds trite, but a complaints process really is a journey. A well managed complaint, either on behalf of an external customer or an internal staff member, demands a thoughtful, reasoned and planned response. A poorly managed complaint could result in disruption to business, ruptured organisational relationships, and reputational damage. Be sure that your complaints management policies are in place for you internal complaints as well as your external. You can ensure you are managing your complaints well by: – keeping parties informed regularly and respectfully – adhering to process and procedure – managing expectations appropriately – following best practice complaints investigation practices – providing timely results – absorbing and implementing the lessons that the complaint teaches.