A client just called to complain about a caregiver, and I’m worried they’ll leave us. How do I handle this without losing them?
First, listen without interrupting. Let them vent, and take notes. Most clients just want to feel heard, so don’t get defensive—even if you think the complaint is minor.
After listening, thank them for bringing it to your attention and tell them you’ll look into it. Follow up with the caregiver to hear their side of the story, but don’t make any promises until you have all the facts.