When a customer complains, the first move is to stay calm and listen — don't get defensive and don't promise the earth. Acknowledge it, get the details in writing, agree what you'll do and by when, then follow through. How you handle the first ten minutes matters more than who's right.
Nobody likes getting that call. You did a solid job, and now the customer's on the phone saying something's wrong. Your gut says to defend yourself. Don't — not yet.
Most complaints aren't someone trying it on. They're a customer who's worried and wants to feel heard. Handle that well and you often come out with a better reputation than if nothing had gone wrong.
Step one: shut up and listen
Let them get it all out. Don't interrupt to explain why they're wrong. People calm down massively once they feel like they've actually been heard. A simple "right, I understand why that's frustrating — talk me through it" does more than any excuse.
Step two: don't admit fault or promise the world on the spot
There's a middle ground between "that's not my problem" and "I'll sort everything, no charge". Both can bite you. Instead: "Leave it with me, I'll take a proper look and come back to you by tomorrow." That buys you time to think with a clear head.
Step three: get it in writing
After the call, drop them a short message summarising what they've raised and what you've agreed to do next. Two reasons: it shows you're taking it seriously, and it gives you a clear record if things ever escalate. Keep it factual and friendly, not defensive.
Step four: sort it (or explain why it's not on you)
If it's a fair complaint and it's your work, put it right — quickly and without sulking. A snag fixed cheerfully turns an unhappy customer into a five-star review.
If it's not your fault — they've caused the damage, or they're asking for something that was never in the quote — explain it calmly, point back to what was agreed in writing, and offer to help on a paid basis if appropriate. This is exactly where having an accepted quote saves you.
When a complaint gets serious
Occasionally one escalates — threats of a chargeback, a bad review used as leverage, or talk of small claims court. Keep everything in writing, stay professional, and don't get dragged into a slanging match over text. If real money or legal action is on the table, that's the point to get proper advice rather than winging it.
One more thing: your reputation is built over years and dented in minutes. Even when you're in the right, staying calm and professional is what people remember — and what they tell their mates.