The Art of Complaining

“I’d like to speak your manager!” is typically the first thing that comes out of one’s mouth when feeling wrongly done by a bank, shop, restaurant.... etc

As paying customers, we tend to walk around with the notion that – no matter what the situation is – we are 100% correct, just because we are paying customers.

Though, that could be true, if you look at it from an extremely narrow perspective. However, in our pursuit of good customer service, it pays much better when we, the paying customers, come closer to our service providers. Attempt to see things in their perspective and accept that fact that things tend to go sour from time to time.

Here a few tips of how you can get what you want (and even more) from any organization you are dealing, and before you go all gung-ho on everyone in the company:

First of all, be honest…
To yourself mainly; did it really bother you THAT much? For example: if you had to wait 5 extra minutes on hold when calling an organization… Doesn’t that beat having to drive all the way to the place, look for parking, take a number, wait for your turn, see an exec, explain the situation, get a “we will look into it and let you know… NEXT”.

Be Objective
Strip off the emotional, ego bruised side of things and stick to the facts. When complaining, make sure that your complaint comes from the fact that you are not receiving what you paid for and hence, is rightfully yours. Full stop.

Some people get under the impression that they earned the right to get ANYTHING, ANYWHERE in ANYFROM they wish.

Here is a trick. If you feel you’ve been shafted, take a deep breath, sleep on the problem for a couple of days and then decide to act, if you still feel like its worth it.

You’d be surprised how faster/better people respond to a calm, reasonable person on the other side of the line.

Be Positive
Demonstrate goodwill. For example, tell the company that you have always admired the product/service. Such positivity will most likely get the company to act faster/better so that they don’t loose you as a long-time loyal customer.

Be Understanding
Express in your letter/call that you actually understand that shit does happen sometimes (don’t use the precise wording, but you get the gist of it, I hope). Such recognition demonstrates modesty and humbleness – this can get people become more compassionate with your case and respond faster/better to your problem.

Be Selective
Seek the right people to talk to. Saying things like: “I’d like to speak to your supervisor,” “get me your manager,” or “take me to your leader” .. does not usually take your complaint far enough. It might get you to speak to a ‘team leader’ or whoever is ‘in charge’ during that shift.

I’ve managed to get Senior VPs, CEOs and Chairmen to call/email me back in response to complaints I’ve made about their originations, products or services. I got their names (and sometimes their emails) from my only highly trusted and reliable source: Mr Google.

Even when you don't get to speak to them, mentioning their names can get the customer service agent to be more alert to your complaint, hence respond faster/better.

Be Respectful
No body likes a cynical smart ass. So, resist the temptation to get on your snappy, sarcastic side and stick to straight factual language. And I believe it goes beyond saying that name-calling and personal attacks are the most guaranteed ways to get your complaint to a dead end.

Remember, its not about YOU or the PERSON you are dealing with. Its about a situation you both are trying to resolve.

Be Precise
Last, but not least, document –whenever is possible- everything. Every encounter you had during the complaining process. Save sent emails, fax confirmation slips, record telephone conversation if you can and note down names, time and dates of every person you spoke to.

That doesn’t only show that you’ve ‘done your part’, it also helps the company get to the bottom of your complaint, hence help you resolve your problem much effectively.

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If you’ve done most of the above, I truly doubt that you won’t get a decent reaction to your complaint, to say the least. However, if you get zero response or one that is lukewarm, then my advice is to black list that comapny, look for alternative and move along. Life is too short to dwell over spilled milk.