I’ve spent years helping organizations transform how they handle complaints through effective complaint management systems, and I’ve learned something crucial: fairness and transparency aren’t just nice-to-have qualities—they’re essential for protecting your organization and the people who come to you for help. When someone brings you a complaint, you’re at a crossroads. You can either create […]
There was a time when the worst that could happen to an organization was a scandal on the nightly news. Picture an attorney alongside a mother claiming the hospital in the background killed their baby; a resident in front of their building accusing the development company of building houses on a toxic landfill; or rejected […]
I’ve overseen the representation of clients in thousands of cases, and I can tell you this: most of the devastating legal battles I’ve seen could have been prevented. Not through better lawyers or stronger contracts, but through better complaint handling in those crucial first moments when someone comes forward with a problem. Here’s what I’ve […]
In any organization, the cost of legal disputes can be staggering. What many companies fail to recognize is that the way they handle complaints at the outset can have a profound impact on whether a conflict escalates into a costly legal battle. When complaints are mismanaged—whether through delays, neglect, or defensive approaches—the consequences often go […]
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