“The truth, the truth, you can’t handle the truth!”
So therein lays a case to file a complaint. Seldom are we complaining with protests, sit-ins, and lock-outs like the 60’s. Or yelling, “Where’s the beef?” But the thrill of filing a complaint in order to make a point, or get someone, anyone, in trouble, makes us feel powerful and good.
I’ll show them, I’ll file a complaint!
Gone are the days of hearing out the upset customer, taking a Xanax and moving on with the day.
Now ALL complaints must be tracked. They must be dated, logged in by name and information about the complaint. Appoint a person for settling the complaint. Written updates and follow-ups must be docketed. Plus they must reach a resolution.
Under CFPB, not the peanut butter kind, consumer complaints must be logged, documented and tracked.
It would be wise to have one person be your Marshall Dillon and all complaints be tracked by that Marshall. The CFPB can hold it against you if you do not have a system within your organization. Of course title companies never do anything wrong, and all of our employees are saints, and our closings always go smooth, so this won’t come up much. But if, and when it does, be prepared to address the complaint. I doubt an empty sheet of paper will suffice for no complaints ever being filed against the company. So at least appoint a mystery writer so it will be enjoyable reading.
Establish written procedures for resolving customer complaints, as this is a portion of our job, and the ALTA Best Practices 7th Pillar.
Happy Trails, and keep chewin’.