HOW NOT TO HANDLE A CONCERN – 21/01/2019

I had cause to raise concerns twice last week that could easily have been dealt with in a more professional manner by those that profess to be experts in their field, which I believe is worthy of a blog itself.

The first instance involved a recruiter who simply refuses to respond to e-mails, which prompted me to copy in the owner and ask the question, “Why do you not reply to any of my e-mails?”.

A perfectly legitimate question you might think, although this elicited a phone call within moments of receipt from this individual who expressed their annoyance that I copied in the owner (not that it would make any difference apparently), that they have been ‘too busy’ and I could have picked up the phone and rang her. I said that I don’t like being ignored and her response to that was, “That’s just the way it is”.

She elaborated on her reasons for not replying insofar as she was waiting for clarity on the job description but that does not detract from the fact that a one-liner, a holding e-mail or even a template is better than nothing at all and conveys a better impression. I also said that I had to ask the question as her other colleagues reply to my e-mails (and they have been in this business for a much shorter time).

I put all of this in writing in response to her ‘plain vanilla’ e-mail which was completely at odds with her abrasive telephone manner.  You would think I had shot the family dog the way she responded, and I expected much more from a well established and respected recruitment agency that I have worked for on various assignments over the years.

I may have caught her on a bad day but she has consistency in not replying to e-mails and common courtesy, manners, respect and a professional approach costs nothing. Some people actually forget that they are representing the firm that pays their salary and bad experiences travel much faster than good experiences.

If I take the time to highlight a concern that I have, I should be thanked for doing so and not slated as being the one that has an issue with the deficiencies that I have noted and can be easily remedied.  Ignoring me is not the answer as I will swallow up as much time, money and resources as it takes until I get the answer I want.

I always make a point in saying that I am a professional writer and author who wrote and published a book about complaining that has plenty of 5* reviews on Amazon and has sold on 3 continents, I host a popular consumer website with over 100 blogs that attracts a lot of global traffic, a TripAdvisor account that has over 45,000 readers and I occasionally write guest blogs for other writers, publishers and the tourist industry that are in the public domain.

There is always room for improvement and I am the first to acknowledge this and learn from it, but there is a general air of complacency in Britain and people will just put up with ‘any old crap’ without speaking up to get the issues addressed.  ‘Being busy’ is the new excuse for complacency and laziness.

I will happily provide testimonials, recommendations and positive reviews where I believe it’s warranted as it’s only fair that feedback goes both ways.

There’s a lesson to be learnt here and that is to not dismiss a legitimate concern as a gripe, acknowledge what is being said, offer an apology and try to put things right. Not difficult is it?

I cover HP agreements, contracts, dispute resolution and much more in my book complete with templates based on real-life test cases that work now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they are making.  Read a free sample via my website and let me know what you think?

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