Is there an art to complaining? I have read a few articles that would suggest that there is. But, face it, who likes to be on the receiving end of a complaint? And who enjoys the constant whine of the chronic complainer? (You can all put your hands down, now).
In a previous BLOG, entitled “Thanks, Frank,” I complained about the service I received from a local business. I would now like to report on the results of that incident. As it turned out, the complainees (those whom I complained about) called it to the attention of the store owner, and when I returned to pick-up my order, he was there to greet me. He told me that he completely understood my position, that I would never have to worry about a problem like that again in his store, and that if I ever received less-than-top-notch service, I was to call him on his direct number. Whoa, did I get that right? Let me turn up my hearing aid! I think I hear music… music to my ears, that is.
I am still getting a little residual high over the sense of vindication I received from this business owner (and yes, generationally we are in the same age group).
But, does it really pay to complain? For me, it is a bit of a mission, or a cause. I have concluded that most businesses these days no longer have a trainer on staff, or even a lower-level supervisor (at some companies, everyone gets the title of supervisor, no matter what their job duties are! It’s probably in lieu of adequate pay). So, in a sense, when I must correct someone for inappropriate behavior, I am filling the role of unpaid corporate trainer. I have to say, there is a part of me that considers this a worthy role. Because, IMHO, if I don’t tell them, who will? I make my living in commission sales, and as unpleasant as it is to hear gripes from unhappy customers, if they don’t tell me they weren’t satisfied, they will probably tell ten of their friends, and that will hurt my income far more than their compliant(s) will hurt my feelings.
I do not like criticism --- nobody does --- but I also know that when someone feels comfortable enough to tell me they have a complaint or objection, they are giving me an opportunity to fix the problem, and if I succeed with that opportunity, then more opportunities will come my way.
(c) 2011, Elena E. Smith, all rights reserved
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