MTA #2 – Advice for Local Officials on Handling Complaints
(Crystal A. Proxmire, April 28, 2025)
Grand Rapids, MI – Complaints are a part of life for those in public service (and many other professions too!). It can be overwhelming, even for pros. But a recent presentation by Cindy Dodge of LOR Consulting gave a wealth of advice on how to turn complaints into productive conversations, or at least make them less stressful.
Dodge was a presenter at the Michigan Townships Association in Grand Rapids on April 1. There she shared her wisdom with elected officials and administrators from across the state.
“When you feel the heat, it feels like this can’t be happening to anyone else,” she said. “When I started working with MTA I realized how big this boat actually is. One way we can soothe ourselves is to realize we’re not in this alone.”
But it is still hard. “You are at a much higher threshold of abuse than the average Joe,” Dodge said. “I can’t count how many times I’ve had township officials cry on the phone.” Officials have been harassed on social media, at home, at the grocery store. Meetings are becoming increasing volatile. And the work of leading continues to be more complex as treasurers deal with increasing forms of assessments and revenue streams, and clerks shoulder more election tasks and organized groups making Freedom of Information Act requests. Dodge has seen a number of officials resign over threats and harassment.
It can seem hopeless, but there are ways to mitigate some of the challenging situations, particularly if they start with a resident that has a specific complaint.
These may be times that “you can turn difficult situations around to see them as challenges or opportunities.”
Dodge started by going over what not to do. “Insensitive or inappropriate responses can turn a minor case of dissatisfaction into a major problem of public alienation,” she said.
Ways to make situations worse include:
-hanging up or refusing to accept calls
-failing to listen
-saying too much
-acting defensive
-denying responsibility
-bluffing, giving phony excuses, or blaming others
-belittling, downplaying, ignoring, or denying complaints
-using jargon
-getting angry or combative
-trying to convince them they have no complaint
– overreacting
-bullying or intimidating
-issuing ultimatums
-procrastinating in hopes they will forget
-making promises you can’t keep
Sometimes it’s best just to be silent. Moments to be silent include when you don’t fully understand, when the other person is just venting, when you are angry or unable to remain objective, when you don’t know what to say, or when you’ve said too much. Sometimes all that’s needed is support, not feedback.
Dodge shared tips for how to respond. She recommended that you listen and not interrupt. Don’t be in a rush. It’s okay to probe for more details, and to rephrase the complaint to show that you understand. Taking notes can show that you’re listening and they can be helpful later. If something is wrong, it’s okay to accept the blame and to apologize. Commit to looking into an issue if you don’t have an immediate answer or solution. And remain civil no matter how heated it becomes.
There are people with legitimate concerns, and there also are bullies. “Bullies want to get a reaction,” Dodge said. “They want to push your buttons. Don’t take the bait and allow yourself to get caught up in a debate or a shouting match.”
Sometimes conversations will just come to an end without a resolution, which is also okay. It’s also okay to ask others to brainstorm solutions and to revisit issues. Dodge recommends following up with people after conversations to see if they felt adequately listened to.
Townships and other organizations can develop policies and procedures to tackle issues that come up, such as a facility use policy, administrative responsibilities, zoning, ordinances, master plan, etc. There can also be complaint policies and procedures including ones specifically for addressing the board, addressing ordinance issues, and general complaints.
Ultimately, though, there are also always people who just like to complain. In those situations sometimes the best you can do is listen, help if you can, agree to disagree, and move on.
This story is part of a series of stories from the Michigan Townships Association Annual Conference which took place in Grand Rapids April 1-3. Learn more about MTA at https://michigantownships.org. Read more Oakland County Times stories about local governance here.
