Having worked in new product development, I have seen the benefits of customer complaints first hand. Complaints let companies know when there’s an issue. Complaints drive solutions and innovation. Successful innovations make companies money.
So if I pick up a product expecting something and get something else (usually not-so-good), I call the 1-800 number on the package and tell the company my thoughts. The primary objective is to make the product (and company) better. A side benefit is free stuff.
A couple months ago, I went to a favorite family restaurant and had a very unhappy experience (the restaurant ran out of everything and then tried to upsell me on higher priced alternatives). I asked to talk to the manager in charge only to be told that he was “unavailable”. Yeah, right.
So I e-mailed their customer service department, outlining all the details of my complaint (including day, time, etc). I was unemotional, I was professional and I left my contact information.
Three days later, I received an apology via phone followed by a written apology with a certificate for two free dinners. I did go back (as the offer intended) and had a very satisfactory dinner. I have eaten there a few times since and am slowly falling back into the fan category.
Note: Companies track customer complaint information so do NOT use this as a “get product free scheme”. More than one complaint and your name will be flagged.
So if the company ensures satisfaction guaranteed (and even if they don’t) and you are not satisfied, let them know. You might receive a thank you for your trouble.
Comments (2)
I think the opposite should be true too: if someone does an outstanding job, let their company know.
Posted by bluntmoney | October 13, 2006 10:20 AM
Posted on October 13, 2006 10:20
The customer is always right. It does pay to be assertive and I agree that calling attention to a problem will help improve the service for others.
Posted by G. | October 13, 2006 10:49 AM
Posted on October 13, 2006 10:49