The Gentle Art of Complaining
Hi rainyday,temptedd and Tommy,
Thanks for your contributions to the debate! I've "moderated" (if you'll excuse the pun) my views somewhat in the light of your comments.
If a customer is not happy with some aspect of the goods/services offered then the customer should:
1/ Complain (Im adding a few links about effective complaining)
in the event of the complaint not having a satisfactory outcome then the customer should:
2/ Report to the appropriate regulatory agency
in the event of this not being satisfactory then:
3/ Broadcast the complaint far and wide AAM, Joe Duffy, Placard outside the door etc.
4/ Suspend the product or service for a short period
5/ Vow never to use the product or service again this is the 'nuclear option' mentioned above
6/ After a few years review the situation even the worst of businesses have been known to redeem themselves.
Some specific responses
rainyday
But customers don't consider te costs of doing business
I agree, should they?
You cant have it both ways
I think consumers can have it both ways. I dont think there is a trade off between excellent products/services and business results. On the contrary I believe that companies who respond to customers become stronger competitors resulting in better business performance.
tempted
I dont dont think it is the customers responsibility to tell companies how to run their business
I agree, but it can be very beneficial for a customer with a genuine complaint to see it resolved.
Tommy
You raise a very interesting point about price. Many consumers complain about price (we've had them here price of a pint etc). Im in agreement with you here companies have an absolute right to set their prices at what ever they wish. The appropriate response to complaints of this kind is to point out the cost factors which lead to the price increase. There is some research to show that customers who complain about price often have other issues as well and are merely taking the easy option.
A general point: you will always have "crack pot", spurious, and "compensation motivated" complaints. These should be dealt with in a professional manner and closed down.
How to complain effectively
from ofwatch.org (these are the people who recieve complaints about "adult" material on telly in the UK. Its not exactly comprable but it sets out very clearly the steps in complaining effectively. also a google search for "complain effecitvely" throws up some very usefull sites.
Be clear of your facts
Check as many sources as possible and be cautious of claims made in newspaper articles.
Be firm but politeAlways avoid bad language and never loose your rag however irritating the response you receive. A cool calculated letter is likely to have more impact than a hysterical rant. State your case clearly, firmly and in as few words as possible. Try not to waffle.
Always ask at least one clear question
Ensure that you phrase your letter in such a way that it is clear to the recipient that you expect a response. General complaints along the lines of “we don’t like this or that…” will not be effective. But don’t over do it, try not to ask more than three questions and certainly not more than six questions in one letter.
Consider carefully whether to send a letter by post or email
It is usually preferable to send letters through the post. Postal letters tend to carry more weight than emails by their physical presence and will involve more effort to reply to. However in some cases email may be preferable for instance if the emails are likely to be posted on a website where they will be seen by more people.
Consider carefully who to send the letter toMany organisations employ some staff specifically to answer general questions and complaints. It is worth considering sending letters to some one in a position of authority. They may be able to give a more detailed and carefully considered response even if they pass the letter on to others to answer.
Be persistent
If you have not received a reply within two weeks write to them again. If you are not satisfied with the answers you have been given or they have avoided answering some of your questions write back and demand answers. Don’t be afraid to phone. Phone calls sometimes have an almost miraculous ability to speed up a long awaited response.
Be original if possible
It is not always easy to be original but if you can think of a different slant on the standard argument or you have a particular interest because of your personal circumstances, age, income, disability or insider knowledge use it!
Don’t let them get away with sloppy answers
Always write back if they have not answered your complaint fully and properly. If after repeated attempts you have still not received a clear complete and accurate response to your questions write to your MP and complain to them.
Don’t be afraid to ask for help or advise
If you are uncertain of any particular facts or how to phrase your question please write to us and we will do our best to answer your questions.
And I would add... always state clearly what you want ( what would satisfiy you i.e. a full refund, an apology, an undertaking that it wont happen again)
As Jem would say "hope this is of use"
Ajapale
[broken link removed] is an interesting site
Edited to add some links