I believe that it is good to complain, although there appears to be a tendency (or maybe a cultural aspect among British people) not to complain for a few reasons;
- It’s considered being negative by complaining
- We don’t like confrontation or be seen as making a fuss over nothing
- It won’t change anything – it is the way it is and nothing will be done about it
I am sure you could maybe add more to this, although I am sure you get my point.
There is an art to complaining effectively, and I featured a funny article by The Poke on one of my first blogs that we can all take something from.
I believe that complaining is a good thing if it’s done properly because you are providing a firm with valuable feedback on deficiencies within its operations that clearly need looking at. By doing so you are helping them to ‘raise their game’ and remedy faults that you have taken the time to point out to them.
After all, if you have not taken the time to do that, they could be losing valuable custom by those who prefer not to make a fuss and spend elsewhere. You are helping them increase sales, customer satisfaction and loyalty by speaking up.
Isn’t that a good thing? You are helping them improve on their offering, and they should reciprocate by thanking you for taking the time to do so and make it worth your while.
M & S got this right in a textbook fashion when a daughter bought her Mum flowers that only lasted a couple of days.
The disadvantages from a firm’s perspective is the ‘silent losses’ that they are not aware of by people simply walking away and sharing their bad experiences with others. If they don’t know where (and what) they are doing wrong, they have no way of putting things right.
The trader, as a result, is losing custom and is suffering from bad feedback that they are not aware of. If they don’t know where they are going wrong, they have no way of addressing it.
Bad experiences travel much faster than good experiences and consumers have many platforms to share their views including TripAdvisor, TrustPilot, Google Reviews, Instagram and YouTube.
This brings me on to the importance of great customer service. In an era where everything is much the same, this is the one aspect that sets a business apart from its peers.
We only have to look at Thomas Cook and Jet2 to see how that has worked out. Thomas Cook sadly no longer exists, whereas Jet2 are continually expanding their operations and have won various awards for their customer service.
TOP TIPS FOR COMPLAINING EFFECTIVELY
If you are going to complain, you have to do it promptly and in the right vein. It is important to put everything in writing in most cases because it is too easy to ‘blow your top’, lose sight of your point and the remedy you are seeking and get fobbed off in the process. You also need to create a paper trail as evidence if it goes to Court.
It is worth remembering to follow this tick list;
- Outline what you have bought
- Why you are not happy with the purchase
- Quote the correct legislation and your rights
- Be realistic with your expectations
- Conclude by noting what compensation you are seeking to close it
I am not talking about complaining for the sake of it and I can’t advocate the compensation culture that prevails nowadays. I am simply encouraging you to make a stand against rogue outfits and shoddy service and get things put right not just for yourself, but for everyone else.
We put up with any old rubbish in this country without piping up, and there are too many nodding dogs in this world that won’t do what I do and hold people and firms to account for their actions.
That is why I wrote a book as I have had a lifetime of it. I wanted to help others seek redress and get the compensation they deserve by simplifying various consumer laws with templates that are tried and tested and work.
What are your thoughts on this? Do you complain effectively? Do you bother?