Whine, Moan & Complain - Then Contribute!
Every
month I receive messages from students and readers that
begin, ‘I got such terrible service from…’
and often close, ‘…and I’ll never
go back there again!’
I find these stories upsetting, occasionally entertaining,
but rarely are they motivating or instructive.
Here’s why:
Anyone with enough
intelligence and emotion to muster a written complaint
also has the ability to offer a constructive solution.
If you can see what’s wrong with a situation,
you must have some idea about what would set it right.
Noticing problems is
half the puzzle; getting things improved is
the more important part.
If you are upset with
a vendor, colleague or business partner, you must have
some expectations unmet, some needs ignored or some
preferences overlooked.
Your view of the situation
is unique and your perspective may be very useful to
the other party. Clearly stated, your requests and recommendations
could make a difference.
Unless you enjoy complaining
for its own sake, follow these five simple steps to
help everyone improve.
How to complain for action
1. State your original
understanding, including the promise you heard and the
standards you expected.
2. Identify the flaw,
gap or oversight you experienced.
3. Explain the consequences
you have suffered: costs, anxiety, adverse impact.
4. Request specific
remedial action and/or compensation.
5. Make a suggestion
for improvement. Help the other party do a better job
the next time.
Key
Learning Point
You have the right
to complain when things do not work out as you expected.
But complaining is only half the job. You also have a
responsibility to contribute.
Action Steps
The next time something
goes wrong and you want to `give someone a piece of your
mind', make sure that piece is constructive.
Next Article in Customer Service Contact >>
Make It Person-To-Person
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
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