Member Complaints
Introduction
Handling complaints from members can be one of the trickiest jobs for a moderator. Finding the balance between running the community how you'd like it run, and how members would like you to run it, isn't always easy.
People often like to "get things off their chest", so their message might be a bit of a rant, but by the time you read it they're probably already feeling calmer. Bearing that in mind might help you feel calmer too. Just getting a reply from a real person (you) will do a lot to make someone feel better, as long as the reply is fairly level-headed. It's far better a member complains to you than to local media or friends.
For specific problems relating to using the website or app, see Reporting Problems.
Representing Freegle
We all get a bit frustrated at times, but we're all ambassadors for Freegle, and we want people to join Freegle and reuse. What we say to members affects how they feel about Freegle - a member lost from one community may be a member lost from Freegle for good, and all their contacts might be told how useless the community and Freegle are.
Composing a reply
- Try to address the facts of the complaint rather than reacting to the emotion.
- Stop and think carefully - could they be making a valid point, and you might be in the wrong?
- Always be polite (yes, always), no matter how much you're provoked. Treat it as a challenge to stay courteous regardless of what's said.
- Taking the approach of wanting to help the member use Freegle, rather than punishing them for breaking rules, works better every time.
- Keep replies neutral and understanding. Refer to other reuse networks neutrally, and don't get drawn into discussing the rules of other communities.
- Be careful not to sound condescending. Type out your response, then sit on your hands for a couple of minutes. Read it through - is it a fair response to their complaint? Does it come across as condescending or rude? Consider asking another member of your moderating team to check it.
- If they're angry, acknowledge this and say you understand their frustration.
- However trivial or silly you think their complaint is, say that their feedback is useful.
- If you agree there's a problem, say you're sorry and explain what will happen to put it right. If you can't agree with their complaint - for example, they're disagreeing with a rule you won't compromise on - explain why the rule is in place and how it helps the community run smoothly.
- Be mindful of sensitive issues when forwarding or copying others into emails.
Noting the complaints
It's worth keeping a record of complaints to see if issues come up repeatedly. If so, members may be giving you useful information about how the community can work better for everyone - it may be time to think about changing things, since there's no benefit in staying static as times change around us.
Asking for feedback
It can help to ask members from time to time if they have any feedback, and what's working well or not.
Be realistic
We're all human - sometimes it's very hard to deal objectively with an issue, and it can be better to ask another volunteer in your team to deal with a complaint, if possible. A reply from another volunteer can sometimes calm things down when one of you has a problem with a member.
Consider having a shared account for all volunteer emails, which can encourage everyone to think about what they say. Chat also has a facility for copying in other volunteers, and can be used to chat with fellow volunteers directly.
If you or your team feel you can't handle a particular complaint, ask others for help on Central, or by emailing mentors@ilovefreegle.org or info@ilovefreegle.org
See also
- Complaints Procedure - for complaints from a member about a volunteer or volunteer team
- How To Deal With
- Admin
