Ways to Deal With Unhappy Students

From time to time, even in the best martial arts schools, there are going to be unhappy students or parents. Sometimes things just happen and it isn’t really anybody’s fault. Other times, one of the parties could clearly be in the wrong.  And especially during these tougher times, events or situations can make it even more difficult to communicate.

Regardless of who or what created the situation, it is important to understand that winning an argument doesn’t keep a customer.

Here are a few basic tips for how to deal with unhappy martial arts students:

Be Unemotional And Non-Defensive – Hear what the student has to say and see if there is any truth to it.  Remember that no matter how thin you slice it, there are always two sides. Often times, if you are receptive, you will learn things that will help you avoid similar situations in the future.

Let Them Vent – Sometimes people just want to be heard and will be satisfied if you will just listen.  Resist the temptation to fire counter-accusations. This can be challenging at times but it always pays big dividends.

Ask For A Solution – Once again, people will be more receptive to hearing what you have to say if they believe that you are trying to hear their viewpoint. Also, this tends to get both sides more aligned and on the same team.

Don’t Take It Personally – Just because they are giving you feedback doesn’t mean they are criticizing you personally. Remember, feelings aren’t right or wrong, they just are.

Thank Them For Their Concern – Whatever the outcome, whether you agree or disagree, thank them for their interest in your improvement.

Do What You Can To Make It Right – The technical name for this is "service recovery." When you have made the mistake, it goes a long way in turning an unhappy customer into a raving fan.