Re: Going to the source of the problem
by PepperElf - Posted Sun August 22, 2010 @ 12:59 PM
there's one problem with your letter... all of your examples are of valid complaints! =)
although there will be debate on what is or isn't a valid complaint, i've read some that i personally feel are just ... invalid and insane.
so, that can also be a factor.
if someone gets a little angry about bad service - or what they imagine to be bad service - and demand something outrageous or out of proportions to the complaint, I suspect some companies won't really give it the same treatment as a valid letter that makes reasonable requests.
- warranty item breaks, customer asks for it to be repaired in a timely manner. that's pretty reasonable
- or person explains why a product is difficult to use, could you please consider a different design? again not a bad request. they might say no, but the request itself isn't bad or unreasonable
but bad examples...
- person grabs 20 rotisserie turkeys so there's none left. customer complaint is that the store should have been prepared. but there's no guarantee that even if they'd had another 20 already on hand that that same customer wouldn't have taken more... or that other customers wouldn't have grabbed them.
- or person doesn't get an early upgrade before being eligible, and therefore states that the company has to give them the product for free.
- or complaints because the employee won't break the law. i've seen a bunch of those, especially for alcohol sales after hours. one of my friends even had that happen to her.
another thing that's worth being mentioned is that...
sometimes going to the company in a "ready to FIGHT!!!" mood often fouls up the entire process.
saving the fight-mode for when it's required can solve a lot of problems.
there ARE many cases where just going up and being polite ensures you get exactly what you're asking for - and even more sometimes.
(seriously. mom always does the polite-first method. when her tires needed to be repaired, the employee even thanked them for being so patient and tossed in a big discount without being asked for one. and the old tires were saved to send to the company to be analyzed)
one last thing. never forget to compliment. companies use this as signs that they're doing well and for what works.