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!
