Following Up On Complaints
Posted by Mitch Mitchell on Nov 30, 2011
Last week I wrote a post titled a When Racism Is Unhidden and I mentioned an incident that kind of happened to me. Well, I did decide to follow up on it and called the manager of that particular outlet, just to give him a heads up. I said that I didn't believe it was malicious at all, just insensitive and inappropriate based on where the conversation took place. He said he'd investigate and get back to me.
When I hung up I thought about what he said and wondered just what he could do to investigate and why I needed to be called back. I knew a few things up front. One, no matter who he asked about it no one would remember it because there was no incident; I didn't react. Two, even if someone did remember the conversation, who'd be stupid enough to own up to it? Three, if the video I knew they had didn't have sound, that wouldn't show anything. And four, even if you found something and disciplined someone, the best you could have to offer me is to say that you'd disciplined them; you can't tell me what you did and truthfully, I shouldn't even know.
Still, he'd said it and true to his word, he called me yesterday to say he'd looked into it, didn't see an incident, yet still talked to his entire staff about making sure that their behavior is always appropriate wherever there are customers, and went a step further in saying that even if customers weren't around there was certain behavior and words he wasn't going to tolerate. I thanked him for that and that was the end of our conversation.
When I thought about it later on, I realized that even if I felt I didn't need a follow up call, that good customer service goes a long way in making consumers feel that their concerns were truly met. This is a rest area I stop by often and it's possible that I'd have started having some hesitancy in going there and giving them my business if I retained even a residual bit of distress from my previous visit. What he did was ease any issues I might have had with them a bit more; he even invited me to stop by to talk to him in person the next time I'm there.
How many of us feel that someone really cares enough to take care of our issues when we present them? How many of us will go out of our way to make those who interact with us feel better if they complain to us about something?
Terrific article, I just went through an awful experience with bad customer service with a recent company I was dealing with.
At the end of the whole experience I simply felt used and completely uncared for by this company.
Needless to say I do not want to do further business with them. I called them today to advise them of just this fact, and their attitude from the 1st sales meeting till now was quite noticeable. Their attitude about me not doing business with them any longer was very ‘Whatever’; sad that they do not realize the damage of their poor customer service.
Christina, it’s a strange world we’re living in. If you got to talk to a top manager and that was the behavior, it’s a major shame. If it was an employee I think I’d call back and make sure I got to talk to someone in authority to tell them what happened. And if I still got no satisfaction… well, that’s why I have a blog. 🙂
Recently, I’ve had a problem with one of the affiliate programs, which I am member since 2005. Generally never had any problems with payments there, which are coming on regular basis every 2-3 months. Actually, I am not promoting their business since 2007, but I still have a lot of existing customers and receive recurring commission. Well, about 5 months ago, new affiliate manager came on board of this affiliate program, and 2 months ago, I contacted him to request my money. Of course reply was no problem, on 15th, you will get it in your account. Well a month have pass and I nearly forget about that. So I’ve decided to contact again, the following month 15th have pass again and it was already number 17. I contacted again and he was not very nice, actually it sounded like “why you bothering me?!”. Of course, I got mad and contacted his manager, which also said no problem 2-3 days and we will transfer the money. Actually I’ve got another email, by the first one, with the words “contacting my manager will not help you to get your commission!”. This is the crazy part coming, his manager promised too, but again I didn’t get anything.
I hate when the chain is too long, but I am happy that I know the big boss there, I’ve explain her what is going on and there were about 15 min necessary, to get my commission in my account. I think this is weird and I am wondering for what those people are getting paid? I mean, that me and other affiliates are making their wages and I believe that everybody deserve at least a bit better communication.
Carl, you know I’ve been down on affiliates lately, and this is one of the reasons why. They seem to have forgotten customer service entirely, not thanking anyone for helping to promote their products or even getting them a sale every once in awhile. And you not only knew someone but got backtalk from someone at the company? I’d be gone in a heartbeat.
When I was boss and manager (of course when I’ve had the given power), I would think twice to fire somebody that make critical mistake like this, unemployment stats are growing, I am sure that better people can be found.
Thanks Mitch,the particular case was with a doctor’s office and the person in the story with less than positive customer service was the very doctor himself. All worked out though I called him back & advised I would not be his patient any longer. I really did not feel he’d be open to a honest talk about why,so I left it alone; there are other doctors that can help me and want to.
Thanks again Mitch, a blog does help to get matters off your chest at times.
Glad to help Christina, and I know just what you mean about dealing with some doctors, as I’ve had to drop some here and there over the years as well.
Businesses don’t like customer complaints, but that doesn’t mean they should ignore them. Complaints won’t go away, that’s why customer service has to get better and they need to start caring about you, me, and everybody else on the web! Hello it’s 2012 not 1990 🙂
Thanks Christy, and I agree with you here obviously. At the very least apologize and try to address the issue as best as possible unless it’s totally unreasonable.