The lifecycle of a complaint:
A customer submits a complaint about your business. Do you act right away or hope it fades into the background? As much as we try to avoid situations like this, they happen – and when they do, you’re on the clock.
How you respond in those first few minutes can make all the difference for your reputation and the trust you’ve built. As a BBB Accredited Business, you get access to tools and support that help address complaints early, prevent escalation, and maintain trust. If you want to get straight to those resources, scroll to the bottom. But for now, let’s dive into what can happen if you leave a complaint hanging for too long.
The first 24 hours: Why they’re crucial
This is the window to acknowledge a customer's concern and reassure them you're on the case. Even something as simple as, “Thanks for letting us know – we’re working on it!” can prevent a negative situation from getting worse.
And here’s where being BBB Accredited really helps. You’ll get instant alerts whenever a complaint or review comes in, so you can act fast. That way, no complaint gets lost in the shuffle. Here’s what to do next:
- Acknowledge the complaint as soon as possible (aim for within an hour).
- Stay calm and polite, even if the customer isn’t.
- Ask questions to get more details if needed, and make sure the customer knows you’re taking it seriously.
1-7 days: The ripple effect begins
This is where the ripple effect starts to take place. If you don’t respond to a customer quickly, you’re not just losing a customer, but possibly multiple customers. Here’s a sequence of events to consider:
You can see how things start to pile up quickly, right? There may still be some quick fixes available like issuing a refund, offering a discount, or simply providing a sincere apology. But to keep the customer satisfied, gaining their trust will become more difficult by the day.
However, the window might still mean there’s an opening for you to look into options like BBB Mediation, a neutral process which invites both parties to find a resolution while avoiding the hassle and cost of legal proceedings. These services can protect your reputation by resolving complaints privately and efficiently.
After one week: Damage control mode
If a complaint goes unresolved for too long, it festers. This risks damaging your reputation not only through the eyes of the original customer and their circle of influence, but also the perceptions of countless potential customers. Because it doesn’t stop at the sequence of events described above … it continues:
As mentioned at the start of this article, this is a thought experiment – but these “ripples” are entirely possible. And consider: For those that wait too long to act, all the time and money needed to "put out fires" could be invested in company learning activities and customer service training.
The legal implications alone could tarnish your business's reputation, present major PR issues, and lead to even more scrutiny from customers, the community and potential future partners.
But even at this stage, if the desire is there to do right by your customers – BBB has your back. If mediation services are off the table at this point, BBB Arbitration is available – free of charge to Accredited Businesses – to provide neutral dispute resolution. Cost saving aside, this option is often quicker and less invasive than court litigation.
Final thoughts
Loyalty is hard to win but easy to lose. If a longtime customer feels their complaint isn’t valued, they’re likely to bolt for another business – and not quietly. They’ll make sure others know about their experience, too.
But here’s the good news: The lifecycle of a complaint doesn't have to be a long, drawn-out process. Instead, it’s an opportunity to solve a problem and learn from it.
By addressing complaints quickly, being transparent with customers, and using BBB’s resources, you can turn potentially negative experiences into opportunities for growth and trust-building.
When you’re BBB Accredited, you have access to things like BBB Dispute Handling and Resolution, Online Trust Monitors, and other tools that make managing complaints easier and more effective. Don’t wait for things to get worse when you can address issues early and keep your reputation intact.
Protect your business, your reputation, and your relationships by getting BBB Accredited today.