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Handling Employee Complaints

Do you know the difference between a valid grievance and just plain whining? Either way, you need to know how to handle it.

This story appears in the October 2002 issue of Entrepreneurs Start-Ups magazine.

All of us in business have a pretty good feel for handlingcustomer complaints--we tend to take most complaints serious, andwe look for solutions. But when an employee has a complaint, wefreeze up. Some employers even develop negative thoughts about thecomplaining employee: How could he be so ungrateful? Doesn'tshe realize everything I try to do for her?

Well, it's time to step back and think of your employees ascustomers--because in a very real sense, they are. Just becausethey're employees is no reason to think any less of theircomplaints than you would a grievance from one of your bestcustomers.

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