No-one likes being criticised. It can be very difficult to accept the idea that someone doesn't like what you are doing. However, parents' complaints must be taken seriously - we are looking after their children, so they have a very personal interest in our work. As managers and practitioners, how can we best deal with complaints and use them for our benefit?
I've realised that the key to using complaints in a positive way is to try not to take them personally. It's too easy to go on the defensive and think of all the reasons why the person is wrong to make these criticisms. If we become too busy justifying what we are doing right, we can lose the opportunity to reflect and improve on what we may not be doing so well.
Taking the optimistic view, a parent who is quick to criticise but keen for their child to stay at the setting is a great asset - they have a vested interest in seeing you succeed and improve, and will provide a review of your practice from a different perspective. If they feel you deal with their issues in an appropriate manner, they could become your most loyal customer!
Queries raised by parents can bring renewed enthusiasm to activities. I've seen how a complaint from a parent has brought fresh energy to an ongoing play initiative as staff take on any comments made. As we become more practised in self-evaluation, criticisms give us the opportunity to reflect on areas where we may be able to improve.
It's important to have a complaints procedure that is straightforward and works for both parties. We have a tiered approach - first, parents are asked to speak to their child's key person, then the nursery manager. If they still feel aggrieved, a meeting is arranged with the group manager. At this stage we ask parents to write a letter detailing any complaints, as we have found this helps focus on what the problems are and avoid the dangers of 'Chinese whispers' about the issues through layers of management.
Difficulties can arise when you don't think the complaint is justified. In this case it's important to consider why the parent is dissatisfied; has there been a misunderstanding that, if clarified, might solve the issue?
If all parties remain calm and respectful, complaints can become positive and productive for a setting's development, with very rewarding outcomes.
Saffia Farr is a director and manager of Bristol Childcare, a family-run business established for 39 years. She has three young children and writes on parenting issues at www.saffiafarr.com