How to retort to customer Complaints

If you are in business, you will eventually offend a customer, or at least fail to meet the customer's expectations. Now that the damage is done, what is the most productive way to deal with the complaint and keep the customer?

How to retort to customer Complaints

How to retort to customer Complaints

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How to retort to customer Complaints

How to retort to customer Complaints

Step 1. Recognize with the customer. Never take a buyer complaint Lightly. Rather, do your homework and make sure that the buyer understands that you assuredly care and that you want to do the right thing. Doing the right thing, however, doesn't all the time mean giving customers what they want; it means production sure you do your best to get both sides of the story and acknowledge appropriately.

One of the best ways to Recognize with a buyer is to ask yourself, "If this had happened to me, how would I feel? What would I think the right thing to do would be?" If you're just with your answers, and you acknowledge accordingly, the odds heighten that your buyer will also.

Step 2: acknowledge the customer's point of view. Never tell a buyer that he or she is wrong, but all the time acknowledge in such a way that the buyer knows that you understand where he or she is advent from. This is best achieved by listening to what the buyer has to say and request questions for clarification.

Step 3: Ask the buyer this question: "What would you have us do?" This puts the monkey on the customer's back to tell you what would be fair. It still doesn't mean that you are going to do what has been suggested, but you give the buyer an opportunity to offer an opinion.

Step 4: Get input from others whom you respect before you respond.

Ask your supervisor's opinion, a well-respected salesperson or even a fellow businessperson you respect.

What you're seeing for here are alternatives to both keep the buyer and to avoid putting your company in jeopardy.

Caution: Sometimes doing the "right thing" is not sufficient to keep a customer. So guess what it will cost you in terms of gross behalf dollars if you and the buyer cannot come to terms.

I recall a Colorado lumberyard employer who supplied redwood fascia to a residential constructor for his personal home. While the lumberyard did not Supply the paint or the painter, the painter that they constructor selected used water-based paint on the fascia. When the grain swelled, the constructor demanded that the dealer replace the fascia.

The lumberyard was clearly not responsible and the builder's request was absurd. However, the employer made the decision to replace the fascia because he knew that the constructor was the kind of person who would punish him by taking his company elsewhere if he didn't meet the his demands.

What is the right thing to do and what will keep the buyer may not all the time be the same. In this case, the employer looked upon the cost of replacing the redwood fascia as an investment. His goal was to do anyone was important to ensure that he would preserve this customer's business.

How to retort to customer Complaints

Patients' Complaints and Methods of physical exam of Kidney

The test of kidneys is impossible without laboratory Urine tests. So in this article, the data of physical test and interpretation of Urine tests will be located together for favorable use. All symptoms in case of Kidney disorders are divided into renal and extra-renal.

Renal symptoms are such clinical signs that directly show on the disorders of Kidneys and any part of the collecting system. They are lumbar region pains (costovertebral angle tenderness, flank pain), dysuria and syndrome of Urine changes. Only children after 2 years can complain on Lumbar region pains because in this age, cortex tissue and renal capsule reach their mature form. The "Kidney" pain is caused by expanded capsule. This pain can be found by palpation of Kidneys and by pasternasky's sign. Very often, children at 2 till 5 years of age complain on abdominal pain in case of renal problems, In infants, "Kidney" pain can be clear as constant squirming, irritability. Dysuria means problems with urination. This term is most often used like a synonym to painful urination, but it also included such changes as:
• Frequent or infrequent voiding
• urination urgency
• Incomplete voiding
• Enuresis

Frequency of urination is age- dependent and closely related with fluid intake and surrounding climate (hot or cold). Voiding of the bladder is more frequent in infancy, when it equals almost the amount of feeding x 3. For example, a 6 months baby almost empties the bladder 5x3=15 times a day. At the age of 1, urination frequency ranges from 9 to 12 times a day, later it decreases to 6-8 times at 3 years, 5-6 times at 10 and 3-4 in adolescence. Normal limits range within 1 to 3 times more or less.

Enuresis (urination incontinence) is physiological in children up to 1.5-2 years. Enuresis can be anytime and night time. Toilet trained child can accomplish incontinence in case of Urinary tract infection or Cns disorders.

Syndrome of Urine changes includes the interpretation of qualitative and quantitative laboratory data of Urine tests. Urine is "a mirros" of renal system. If reflects the changes in functional processes of kidneys and collecting structures as well as some other systems.

Extra-renal symptoms
These are the signs, the cause of which is kidneys disorders, but the developing pathological changes concern other Organs and systems. These are:
• Edema develops as a consequent of fluid keeping and disbalance of intracapillary and tissue hydrostatic pressure. Visual evidence of fluid accumulations appears when the volume of interstitial fluids strengthen more than on 15%. The peculiarities of renal edema are:
1. Localization (puffiness of face, especially nearby the eyes);
2. Time of manifestation (they are more apparent in the morning and subsides while the day).
3. Spreading (as the patient's condition is getting worse edema spreads to involve extremities and genital organs (labial or scrotal swelling), abdomen (ascites), thoracic cavity (hydrothorax). Edema of intestinal mucosa causes diarrhea, anopexia, poor intestinal absorption. The total edema is called anasarka.
4. Face and consistency (skin above swelling is pale, warm and soft by touch).

• Hypertension
• Cardiac pain
• Skin pallor is often in case of nephritic syndrome and acute poststrptococcal glomerulonephritis. When the continuing kidney disorder develops paleness is related with decreased output of erythropoietin and developing of anemia
• Intoxication syndrome includes fever, chills, anorexia, fatigue, irritability, lethargy, headaches and vomiting, In infants, kidney disorders can manifest with feeding problems and failure to thrive.

Taking patient's condition history is very foremost and must be done carefully. Pay attentiveness to new weight gain, renal dysfunction, facts relative to evidence of new streptococcal infection, exposure to or ingestion of toxic chemicals (including heavy metals, carbon tetrachloride, or other organic solvents; nephrotoxic drugs). Take literal, information about fluid intake and output, feeling of thirst, appearance of Urine, quantity of voiding, child's behaviour while urination or hesitancy, urgency, urine incontinence in toilet-trained children. Unpleasant odor of Urine, direction and force of stream, change in size of scrotum, For teenage it is foremost to find out evidence of sexually transmitted disease, type of treatment. Ask teenage male about testicular self-examination. Narrative in case history the date of last Urinalysis.

Physical estimate includes Visual inspection, palpation and percussion. while Visual inspection, detect evidence for:
• Fluid retention: nearnessy of edema, puffiness of face, enlargement of abdominal girth at umbilicus. test of swelling is made by pressing with fingertip; on the limbs, face, sacral region, lower abdomen. peruse for prominence, redness, Light swelling in lumbar region.
• Pain syndrome: constant squirming, irritability, characterized position (child lies on the sick side with legs bent in hip and knee joints and hold near the body), behavior while voiding.
• Pallor
• Signs of intoxication
• Extrusion of Urinary bladder upon the symphysis in case of bladder neck obstruction.
• Noisy breathing hemorrhages on the skin, nasal bleeding, smell of Urine and ammonium from the mouth, muscle tremor in case of continuing renal failure.

Kidneys must be palpated in vertical and horizontal positions. Ordinarily they are palpable in older in infants and young children. Usually, kidneys are not palpable in infants and young children. Usually, kidneys are not palpable in older children except in cases of their enlargement more than in 1.5-2 times and nephroptosis. Correlate shape, size, consistency, mobility, level of ptosis (palpable kidney, movable kidney,:migrating" Kidney) and painfulness while palpation.

Percussion of renal region helps to Correlate Pasternasky symptom by Light beating in costovertebral angle. Narrative the results as obvious in the right, obvious in the left or on both sides, negative. Percuss for the upper border of the bladder starting from umbilicus and going down. Ordinarily the dull sound is not found when the bladder is voided. The opposite seeing is evidence of bladder neck obstruction.

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base Small firm Complaints - Good Help is Hard to Find

base Small firm Complaints - Good Help is Hard to Find

Finding good help is a common complaint among small company owners. Many owners believe that they must constantly supervise the activities of employees. Obviously, this can be very time spicy and can greatly restrict your capability to focus on growing your business.

The Law of Cause and supervene states that every supervene (result) has a cause (action).

As a company owner, you know the supervene or supervene you desire. You also know which actions will lead to that result. This is why you often baby sit your employees, or do the work yourself- you know how to get the desired results. But this creates a colossal burden on your time and energies. You lament that if employees would naturally do things the same way you would, you would have time to attend to other tasks. The solution is to form procedures for each task- that is, the steps required to achieve the desired result. When the policy is followed, the supervene is known.

When a company has a broad set of procedures, and those procedures are trained and followed, the results are consistent. In other words, procedures will furnish employees the instructions required to achieve a task the same way the owner would. The owner no longer needs to baby sit- he provides the valuable direction and training, and allows the laborer to be responsible for implementation.

There are lots of good workers out there. The trick is to find them and furnish them with a culture that meets their needs-both financially and psychologically. Employees want more than naturally a pay check-they want to feel appreciated and enjoy their work.

Finding the right employees can be time consuming. But if systems are developed for the hiring process, desirable results are more likely to be achieved. If you naturally hire at random- e.g., the guy who shows up-you are not likely to make a good hire. But if you have a process for advertising for employees, for interviewing, etc. You will greatly increase your chances of looking a good employee.

Just as you have steps for baking the perfect pie, or building widgets, or selling appliances, you should have a series of steps for hiring the type of laborer you desire.

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Tips and Styles in Writing Complaints Letters

You have the right to complain on a company services or products that doesn't even satisfy your needs. Writing a complaint letter for what you believe to be poor assistance or a bad product is just the way to address your concerns. Here are a few tips to make sure that your message gets across in the most sufficient way possible.

Look professional. If you are sending a letter via snail mail, type it up in a format that lends it a expert appearance. Check out your writing reference software for allowable letter templates.

Complaint Book

Sound professional. Write the letter in a expert tone, the same way you would report with possible company associates. A complaint is much like any company transaction - you're negotiating with an additional one party in order to satisfy your requirements. Use a grammar checker to make sure your writing is put together in a clear and spoton manner.

Tips and Styles in Writing Complaints Letters

Propose a realistic solution. Tell the company, in no uncertain terms, what results you are finding for in your complaint. Do you want the product exchanged? Would you like to be paid for your trouble? Be realistic, though. The explication should be in line with the existing problem.

Don't be emotional. Threatening to boycott the company or spread ill will about them gives the company no incentive to determine the issue. If you put habitancy in a defensive position, they will react accordingly. A lost client, to many businesses, will be near-impossible to win over - why would they bother trying?

Tips and Styles in Writing Complaints Letters

Complaints + Compliments = Good communication

Some clubs track a monthly "complaints and compliments ratio" for each branch, store, department, country or station. This advent has a basic flaw when it comes to customer service training.

Here's why:
A complaints and compliments ratio encourages staff to actively avoid or suppress written complaints from customers. After all, every written complaint will impact the ratio to their disadvantage. This means any lessons that could be used to improve customer service training might be lost.

Complaint Book

For example, if your hub gets 3 compliments and 0 complaints, and my hub has 6 compliments and 3 complaints, whose hub has a best ratio? Yours has, of course.

Complaints + Compliments = Good communication

But which hub is gathering more written feedback from customers? Which hub is harnessing more input, suggestions, responses and reactions for detailed review and best customer service training? Mine!

I agree that staff should do whatever they can to satisfy customers right away, but they should also encourage customers to write down and submit their comments fast and easily.

This real-time "voice of the customer" feedback should be circulated widely within the assosication and considered studied by all departments for improve customer service training. Such direct input can contribute essential insights and best comprehension of current, and changing, customer expectations.

When comments filtered straight through managers replace direct annotation written by customers, subtle nuances may be lost. Don't let this happen to you.

Instead of a complaints and compliments ratio, try using a "comments from customers ratio." With this approach, gathering bountiful customer input is more important - and rewarded - than suppressing customer complaints.

Key studying Point

Written feedback from customers is priceless especially to improve customer service training. It gives you unvarnished input you can study, circulate and discuss to improve customer service training. Instead of penalizing your staff for complaints, praise them for actively seeking input and ideas from the folks who know you best - your customers.

Action Steps

Design a small, intelligent customer annotation Card that is easy and easy to use. On one side print "Thank you for letting us know" with a blank area for their comments. On the other side, contribute space for your customer's name and perceive information (optional).

Place the cards where customers will genuinely find them: on counters, in packaging, etc. Give cards to all staff members and encourage them to seek out customers' comments.

Track the volume of written input over time. Run a contest to growth the flow. Set a proper for the minimum whole of customer comments each month. Use the feedback to improve customer service training for the benefit of all.

Complaints + Compliments = Good communication

6 Week Body Makeover Complaints

Many complain about the diets and are too quick to cry out "scam" when it doesn't work for them. To tell you the truth, I have had results with the 6 Week Body Makeover, however, I didn't lose 30 lbs in 6 weeks, nor did I want to. Each persons weight loss goals vary and for those who want to lose a lot of weight, I would recommend the Michael Thurmond diet.

However, this diet requires a ton of discipline and if you are not ready to lose weight and stay committed to this meal plan, then don't even bother. The citizen who complain that they didn't lose weight on this program have cheated on their diet or did not consequent the guidelines. This meal plan is so painfully simple, yet citizen still can't consequent it. Simply, the program is to eat more meals a day (6 small meals) according to your body type and sculpt your body based on your qoute areas. The citizen who haven't lost weight have either cheated on their diets or did not consequent the guidelines of the plan.

Complaint Book

The meal plan is quite restrictive and you will be eating a lot of bland vegetables, lean meats, and involved carbohydrates. However, the ask is "how bad do you want to lose weight?" Are you willing to sacrifice not eating a bag of potato chips or a pint of ice cream to get the gorgeous body you've all the time wanted? This program teaches you to eat healthy, no gimmicks, fancy shakes or strenuous work-out regimens.

6 Week Body Makeover Complaints

For me, this meal plan guide has taught me how to plan out my meals and choose healthier alternatives (compared to the food I was eating before I started the diet). Of procedure I cheat once in awhile, however, I stay pretty careful to my meal plans based on my body type (body type c) and have lose weight accordingly.

6 Week Body Makeover Complaints

RegCure Complaints - Read Before Buying

There are virtually all kinds of products and services easily ready on the Internet. With just a few clicks of your mouse, these products and services can be yours. Advertising gimmicks have taken on a new level, and we find ourselves provocative and intrigued by products and services that claim to do wonders - for our body, our love life, our job, our health, our computer. In fact, we let ourselves get carried away and, without doing some investigate on the reliability, effectiveness and safety of these products and services, we buy them at whim. By the time we find out we've been scammed, it's already too late.

To avoid being had by associates that employ hoaxes and misleading advertising baloney, it's foremost that we do our homework before purchasing anyone online. Do a little background check, ask colse to for the business (that is selling the stock or service)'s credibility, and read reviews.

Complaint Book

One such stock that needs truthful scrutiny is RegCure. RegCure complaints have gone global as videos about them continue to circulate on the Internet. You can find these videos on MySpace, YouTube and other websites; Google the term and you'll see all the websites that consist of RegCure complaints.

RegCure Complaints - Read Before Buying

RegCure is a stock supposedly created to help fix computer problems. With the many RegCure complaints you'll unmistakably find online, it's safe to say that RegCure does not consequent in doing what it's meant to do. Hundreds of complaints have been reported and the numbers continue to grow every day. Before you buy RegCure, it's best to read first the complaints made by real users against the infamous product.

RegCure is a registry cleaner. That said, it's easy to see where the complaints stem from. Basically, all RegCure does is clean your computer's registry, which is a vast space of data. Smart users know that cleaning the registry won't whole to much. It doesn't unmistakably speed up your computer in any way, nor does it rid your computer of threatening viruses and damaging malware. Cleaning the registry won't bring any valuable impact, by all means; of course nothing that's worth any whole of money.

In the world of computers, especially where problems are concerned, cleaning means deleting files. This is risky because you'll never know which files RegCure will delete in the procedure of its "job". Computers these days are built or programmed so that all programs and applications are interrelated, so that when you delete a file by accident, the rest of the files may come to be useless. Putting your whole computer theory at risk is something you unmistakably don't want to do. The trade off is clearly unfair: the only thing that RegCure's cleaning of your registry will do is to put your computer theory in danger.

While RegCure complaints continue to circulate in cyberspace, proofs of its effectiveness have yet to be found. This fact may be interpreted as a signal of the company's retirement at their product's failure.

Don't buy RegCure until you've read the testimonials, if any, and complaints about it.

RegCure Complaints - Read Before Buying

RegCure Complaints - Read Before Buying

There are virtually all kinds of products and services readily available on the Internet. With just a few clicks of your mouse, these products and services can be yours. Advertising gimmicks have taken on a new level, and we find ourselves consuming and intrigued by products and services that claim to do wonders - for our body, our love life, our job, our health, our computer. In fact, we let ourselves get carried away and, without doing some research on the reliability, effectiveness and safety of these products and services, we buy them at whim. By the time we find out we've been scammed, it's already too late.

To avoid being had by fellowships that hire hoaxes and misleading advertising baloney, it's important that we do our homework before purchasing anything online. Do a tiny background check, ask colse to for the company (that is selling the stock or service)'s credibility, and read reviews.

Complaint Book

One such stock that needs right scrutiny is RegCure. RegCure complaints have gone global as videos about them continue to circulate on the Internet. You can find these videos on MySpace, YouTube and other websites; Google the term and you'll see all the websites that comprise RegCure complaints.

RegCure Complaints - Read Before Buying

RegCure is a stock supposedly created to help fix computer problems. With the many RegCure complaints you'll in effect find online, it's safe to say that RegCure does not consequent in doing what it's meant to do. Hundreds of complaints have been reported and the numbers continue to grow every day. Before you buy RegCure, it's best to read first the complaints made by real users against the infamous product.

RegCure is a registry cleaner. That said, it's easy to see where the complaints stem from. Basically, all RegCure does is clean your computer's registry, which is a vast space of data. Smart users know that cleaning the registry won't amount to much. It doesn't in effect speed up your computer in any way, nor does it rid your computer of threatening viruses and damaging malware. Cleaning the registry won't bring any significant impact, surely nothing that's worth any amount of money.

In the world of computers, especially where problems are concerned, cleaning means deleting files. This is risky because you'll never know which files RegCure will delete in the policy of its "job". Computers these days are built or programmed so that all programs and applications are interrelated, so that when you delete a file by accident, the rest of the files may come to be useless. Putting your entire computer ideas at risk is something you in effect don't want to do. The trade off is clearly unfair: the only thing that RegCure's cleaning of your registry will do is to put your computer ideas in danger.

While RegCure complaints continue to circulate in cyberspace, proofs of its effectiveness have yet to be found. This fact may be interpreted as a signal of the company's seclusion at their product's failure.

Don't buy RegCure until you've read the testimonials, if any, and complaints about it.

RegCure Complaints - Read Before Buying

How to File Complaints Against Airlines

Most definitely, flying is one of the most spectacular, sprees that you can treasure. But the fun stops the moment you contact travel complaints. When you have complaints against airlines before, while and after your travel, you easily want to be compensated because you have been disturbed and worse you have been mistreated.

However, when you try to file your passenger complaints to the airline crews, you will just get a minor attention. This is because the personnel can only handle negligible complaints against airline. So, if you have severe travel complaints, try revealing your side of the issue to the customer service representative. Make sure though that you have a copy of all the transactions that you did with the airline. Have a gravidity of your complaint reference estimate so you can have an easy way when you want to check the status of your case.

Complaint Book

Now, when you have done everything but the airline business cannot gift you a desirable compensation then it's about time that you have to re-examine your situation and be able to weigh things up. If you are easily sure that you are on the right side then pursue your complaint. Write a complaint letter to airline heads and information to them the real score of the airline issue.

How to File Complaints Against Airlines

Always make sure that you have a reference of all the names of those habitancy whom you had transactions with. Also include the date and all facts that can reveal to your case. These are trustworthy evidences that you have done your part of asking them to solve your case. Now, when the airline business cannot give you an strict response, you may resort filing your complaint to the Air transport Users Council. This department arranges disputes between airlines. This might help you recognize the next step that you should undertake.

When everything else fails, then the small claims court is your next resort. In this matter, you have to gift a formal letter containing all of the pertinent facts and facts about your case. You can effectively do this if you are guided by the Sue the Airline guide which is a book containing all of the practical steps that an airline complainant should and should not do most especially when he reaches the stage of filing the case to the small claims court. This guidebook will let you become unavoidable that you will gain back the compensation you ought to have.

How to File Complaints Against Airlines

My Shopping Genie Complaints

Almost every company or stock will have complaints, so its up to us to rule if the way My Shopping Genie has responded to and corrected the complaints now allows for a solid stock and profitable business.

We will cover some of the main complaints in regard to and how they have resolved them so you can make an informed decision.

Complaint Book

1. The Shopping Tool is Not Effective
-This was one of the big complaints on the company initially and rightfully so. The introductory outlay of a shopping tool was more or less an ebay companion. Since then they have gone back to the drawing board and revamped the whole system. The new version called My Shopping Genie 4.0 is unmistakably unmistakably loaded with new features. It only appears when your searching for products. It aggregates all the major sites on the net and scours the smaller sites seeing for deals and then puts them all in a neat diminutive window you can scroll through.
As with any network marketing company if you do rule to join, make sure your sponsor has a good track narrative of creating success and duplication.

My Shopping Genie Complaints

2. The Comp Plan is Not Powerful
- someone else Powerful complaint on the introductory outlay by My Shopping Genie was the comp plan. Again the company went back to the drawing board and has since adopted a binary payment structure which seems to be the go to pay structure of selection for new mlm's. Binary's plans are fair and can create solid earnings when built correctly. The plan also includes fast start bonuses and of policy bonus pools for different levels

3. The average someone Cannot Make Money
-The ultimate complaint in my book, it the average someone can't make money then My Shopping Genie is not a viable business. Well, what they did here was unmistakably pretty cool. They unmistakably created a earnings share with all of the pay per click monies generated from the actual shopping tools. So you are splitting all revenues 50/50 with the company, that's Powerful because it costs you nothing to give your genies away. So you can create earnings without selling whatever in addition to the network marketing component and I for one think they did a great job with that.

Now its up to you to rule if the company did a good job overcoming the My Shopping Genie complaints to make it a solid opportunity. Personally I see a lot of clubs come over my desk and this is unmistakably one of the few I would unmistakably even entertain. I think it has a solid company model and a great tool the social will unmistakably use, not some potion or lotion.

As with all Mlm opportunities you should always make sure you partner with folks who have a proven track narrative of success and can help you replicate with your team.

Enjoy and good luck out there

My Shopping Genie Complaints

Airline Passenger Complaints and inherent Solutions

If you are a frequent traveler (heck even occasional), chances are you have heard of all kinds of airline passengers complaints here and there. The airport is one of the best places to hear passengers venting about airline issues. That is why it is very important to pick the right airline company to fly with! You do have options you know (well, sometimes).

Airlines are increasing becoming aloof to customer needs and service standards are suffering amidst a declining market share. It is a tough commerce to be in there is no doubt about that. It is just sad that service is affected as a result. This regularly results in airline passenger complaints. The volume has increased steadily over the years if you look at the stats. Yes, there are a lot of airline issues and many airline passengers have them. But do they of course act on it?

Complaint Book

There are several types of airline passenger complaints that the mean airline company is receiving today, some so minor and some quite severe. These voyage complaints need to be resolved by the airline company at some point. You would think at least right? Otherwise, how are these associates to get back the trust of their passengers? Do they even care? Those are all questions for a whole new discussion.

Airline Passenger Complaints and inherent Solutions

In practicality, a lot of these complaints to airlines are about lost or damaged bags, difficulties about reservation and ticketing, discrimination or mishap while your voyage, airline grievance, fair compensation, cancellation of fLights due to some airline issues, accidental bumps, not obtaining proper compensation, difficulties with pets, not honoring requests, and not getting the right mileage for the fLight. That is a wide variety. Where do you fall?

In order for the airline company to take observation of your airline passenger complaints, you need to send a well articulated and detailed complaint letter with solid facts that warrant attention and action. This airline complaint letter should comprise all of your concerns and suggestions. Consequently, you need to generate a letter that has good insight.

Consider the following factors:

o Go over your concern - why you are complaining
o Think about the specific circumstance that had caused you the trouble, such as the people and the division
o suggest some solutions - what are you expecting from the airline o comprise any and all details - be very specific (for example, not the name of the rep you spoke to, their Id number, time and date you spoke, branch of discussion matter, etc.)

The good thing about this arrival is that if the airlines ignore you or do not compensate you fairly, then you can take the same material you have already ready and file a formal airline complaint in small claims court. The Sue the Airline guide is a detailed, practical guide that helps you do exactly this, without having to hire expensive lawyers. If you have twenty bucks to spare, think your problems solved, either you are asking for or ,000.

Airline Passenger Complaints and inherent Solutions