Zen and the Art of Lodging a Successful Complaint: 10 Simple Tips

Zen and the Art of Lodging a Successful Complaint: 10 Simple Tips

©Scott D. Wilson 2014

At first blush one might think this strange topic of discussion. The reality is that in this life everybody needs to lodge a complaint at some point in time. I am not advocating the habit of griping. It is well recognized that habitual complaining is an unhealthy practice that hurts our emotional and mental well-being. But every so often we must stand up and seek correction for problems that others have created for us. It is to this end that I speak and offer...

Ten Tips for a Successful Complaint 

#1 Keep the goal in mind!

First off, keep in mind that the objective of your complaint is to obtain a remedy from your intended audience. Your words and actions must not sabotage or jeopardize this simple goal!  You will need as many allies as you can to gain this objective so do not make unnecessary adversaries.

#2 Keep it civil & remain gracious

Every person that you encounter, whether in writing, in person or on the phone could be the one who solves your problem.  Being gracious keeps others at ease and relaxed. If the individual feels safe then he or she will not become defensive and resistant to your request for assistance. The minute you indulge in angry behaviour you will begin to lose influence in the situation. No matter how you are treated remain above reproach. Nobody likes a bully so don't become one. 

#3 Win their empathy

You don't just want the person helping you to merely understand your situation.  You want them to empathize with your concern.  Explain to them why you chose their product or service.  Make them understand your reasons for choosing their company instead of someone else.  If you are a long time loyal customer then make that clear to them.  You used their service or bought their merchandise for some reason.  Tell them the things that you like or even love about their brand and their products.

They are not dealing with a disgruntled and hostile customer.  They are dealing with loyal but frustrated friend who believes in them and their company.  When you finally need to explain your problem use words that show that you expect them to know how you are feeling:

• You understand how it would be to have this happen...
• You can imagine how I felt when...
• If you had this happen to you I know that you would feel..

If this is not your first encounter to correct the situation explain clearly and calmly the steps that you took to seek help and the response that you have received so far. Remember, you are trying to make them understand and relate to you and the matter that you wish to remedy.

#4 Stay on their side

Whatever happens, do not become hostile.  Service personnel deal every day with angry and hostile customers and it is not pleasant for them.  People avoid that which is unpleasant.  If they believe that you are against them then they have a huge uphill battle to win you back as a satisfied customer. 

If you remain confident that they can satisfy you and express your belief that they can address your problem then they will remain engaged and continue to seek avenues assist you.  They do not want to lose someone who is on their side.  They know that making unsatisfied will cost them now and possibly future business and reputation.  Good businesses seek to protect their reputations.

#5 Help them to help you

Again, explain clearly and with as little blame as possible the situation that you wish to correct.  Remember the objective.  You bought the item or service for some specific purpose; maybe they can offer something else that still meets or even exceeds your needs.  If you are speaking directly with someone then perhaps you can brainstorm options with them.

For example, if you have a broken widget and you want them to correct this then ask them about various replacement options.  Perhaps they could strike a deal where you upgraded to a different or more powerful widget that still meets your needs for very little or no extra expense.

#6 Flattery will get you everywhere

The people that you are dealing with are used to being abused by irate customers.  They develop a kind of hardened shell against criticism and insults.  In contrast, they are are put off balance by people who compliment them and empathize with their situation.  Often these people are given a script that they have to follow and they may feel somewhat impotent in their ability to satisfy your needs.

Bear in mind that these service personnel usually have a limited power to provide solutions so they will appreciate when you empathize with their frustrations.  Many of the people in these positions are trying their best to offer assistance.  Be honest in your appreciation of their efforts to help you.

#7 Find the person with the power & don't be afraid to go to the top

Sometimes the person you are dealing with does not have the power to fix your problem.  If the person is honest with you and admits as much then be understanding but ask if there is a way to get to someone with more authority.  Many companies have Customer Retention groups who have the power to authorize much greater discounts or replacements.  If you have done your utmost and exhausted most of your options then consider moving to the top. 

There are ways to get the e-mail addresses of Vice Presidents, Presidents and CEOs.  Here in Canada the Industry Canada web site sometimes lists the contact information for the principle officers of corporations.  If you are direct and polite you may be pleasantly surprised by the responses that you receive from these powerful executives. 

#8 Be reasonable and flexible - negotiate

Every issue is different. Pay attention to the context of your problem. You may start by expecting the party that you are speaking to provide a complete refund or replacement.  That may not be practical or even possible. Try to see the matter from the perspective of the company with which you are dealing.  Be prepared to think sideways. Instead of providing like for like they might propose something similar or related. 

For example, a cellular company might offer a different brand of phone to replace your device or they may offer a lesser phone but provide instead a lot of normally expensive services for free.   Weigh the offers carefully. Remember, being reasonable and flexible will allow the other parties the leeway to move and come up with creative alternatives. 

#9 Get creative - use leverage as a last resort

If you know that the corporation that you are dealing with has another service or product that you need or use then perhaps try negotiating for an equal value alternative to your original purchase.  You are looking to remedy a problem with something that you purchased. Remedy comes in many forms. 

When negotiating get creative. Does your personal network lend you any leverage?  Are you a member of an organization that could influence the company that you are dealing with?  Do you know media personnel or groups that would be interested in your story?  If the answer to any of these questions is 'yes' then tread lightly. Anything that may be viewed as threatening to their reputation evokes defensive behaviour and makes negotiations adversarial. You would no longer be on their side.  Introduce this kind of leverage only if nothing else has yielded results. In the end be prepared to follow through; don't make empty statements about your influence. 

#10 Be generous with gratitude and praise when you succeed

When you have had bad service I am sure that many of you have written bad online reviews or shared your poor experience on social media. Virtually everyone knows the video and song "United Breaks Guitars."  Well, all too often we forget that the opposite should be equally important. If you have managed to get a good resolution then you should be equally open with praise. Write and tell the people that you have dealt with about your experience. Keep it positive and offer genuine praise.  Remember your parent's admonition to always say thank-you.  Not only is this the right thing to do, it will also pay dividends for all future interactions with this group

I hope these tips have helped you.  If you use them and get results please let me know.  I am eager to get feedback as they have served me very well over the years!