HANDLING COMPLAINTS DURING A NUTRITIONAL BALANCING PROGRAM

by Dr. Lawrence Wilson

All practitioners of nutritional balancing will, at one time or another, need to handle complaints about the program. This article is designed to help you do this in a proper and safe manner. Here are some guidelines:

Handle all complaints quickly. Do not delay, evade, avoid or hesitate. If you are not sure what to do, at least respond to all phone calls, emails and letters quickly. You can just say you are sorry about this, and you will get in touch with me or your coach, and get back to the person as soon as possible. This is very important!

The worst thing to do is to hold off and do nothing for a week or even for a few days. It makes you look irresponsible, and it is somewhat irresponsible.

Your clients are not interested in your excuses as to why you did not respond sooner. It does not matter if your reasons for delay are somewhat valid – you were away, the car broke down, your child was ill, or anything else.

So drop what you are doing and at least let the person know you received the complaint and you will research it and get back to them quickly.

Do not be defensive or dismissive when contacted about a complaint. Instead, be sincerely apologetic.

Becoming defensive. This looks very irresponsible. For example, do not say, “Well, it cannot be the program.” Instead, always be sincerely apologetic if someone is not feeling well or has received a diagnosis.

Dismissing a complaint. Never just dismiss the complaint as “normal” or nothing to worry about when you really don’t know this to be true.

Always remain polite, even if someone speaks rudely or accuses you of something.

Do not push anyone to continue their nutritional balancing program. The program is not for everyone.

Try to get the facts. For example, find out which parts of the program the person was doing. Find out when the problem started, and whether anything like it happened in the past.

It is important to do the entire program, but most people don’t do this, and it can cause problems, especially not doing the diet.

You are here to help. This attitude is important. Some practitioners really don’t want to assist the person. However, it is part of your job. I am also available to help you and your client.

About products. Legally speaking, never say that a product or procedure caused a problem. First and foremost, you don’t this for sure. Secondly, such statements could be used against you in court.

Instead, say that our products contain only x y, and z, and none of them have ever been reported to cause cancer, diabetes, or anything else.

You can also say the products have an excellent safety record and have been given with perfect safety record to thousands of people over 40 years.

Dealing with a cancer diagnosis. This is often the most scary for our practitioners and our clients. Here are some tips to help you and your client:

1. Be sure to contact me at once. I will tune in and may get some helpful information.

2. Nutritional balancing does not cause cancer. Cancer may have been there for a while before the person began the program, but no one that I am aware of has ever developed cancer as a result of the program.

3. Misdiagnosis of cancer is rampant, up to 50% of the time. This can be due to incompetence, but also it can be difficult to diagnose cancer properly.

4. Realize that doctors today are overwhelmed with the number of people getting cancer.

So if one has a suspicious lump or other indicator, they are more likely to just assume it is cancer because that is more likely in the general population. It is not the case with our clients, but doctors do not know this.

5. Today, most doctors practice defensive medicine. This means their first priority is to protect themselves from lawsuits. As a result, if they are in doubt, they will always prefer to tell you that you have cancer, rather than not.

This is simply safer, legally. If you are later found to be cancer-free, you are not likely to sue them. However, if later you are found to have cancer after they have told you that you do not have it, you are more likely to sue them. So it is best for them that they err on the side of making the diagnosis.

This is somewhat horrible, but it is the way things are today, and many people get caught in this ploy.

5. A long-term disease. Know that when a cancer is detected, statistics are that it has usually been there for about 8-10 years.

I sometimes share all this with a client, and you can do the same, provided the person is calm enough and rational enough not to twist your words.

Remember, I will help. Please call me at (928) 445-7690 and leave a message if the line is busy. Email is slower.

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