Persistent complaining

A major company requested our advice on how to deal with a former client who held a grudge against the company’s management. After the company tried to reach a settlement and agreed that a significant amount of their debts would be remitted, the former client kept stalking co-workers in order to acquire a new settlement. We guided the company through a behavioural approach to the querulant and on what they should do to manage the behaviour and negotiate with the involved party.  By doing so, the behaviour was contained and better managed, leading to better safety in the workplace and saving a lot of resources.

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