Many times I hear about service complaints at this place or that. I’ve read reviews on-line, through social media, or heard them through word of mouth.
As a business owner I LOVE hearing a complaint from my customers. Why? Because I learn from them!
As a young dude growing up I would often get into trouble. A lot of trouble. I pushed boundaries, broke rules, probably broke the law on occasion. But I learned from those mistakes. I make an effort to avoid repeating the mistakes as often as possible.
It was easy to learn from my mistakes growing up because I would face the consequences directly. They weren’t hidden from me. I would often see the end result of some of my boneheaded ideas.
As a business owner, it is slightly different. I know our shop makes mistakes, and when I catch those mistakes we adjust our protocols and fix them. We make adjustments accordingly and make a very strong effort to avoid repeating them. It helps us leave work knowing that we’ve given the day our very best effort.
When I find out about a customer being unhappy or dissatisfied with the service I make the same effort to listen to the reason and make adjustments to prevent the issue. If a customer is dissatisfied however, and doesn’t let us know, we wont adjust. The end result is not so good for my little Mom and Pop shop.
We probably won’t see the customer again, and they will likely make an effort to prevent others from trying our shop out! 🙁
Here are some tips to ensure satisfaction no matter which business you go to:
1. Ask to speak to the manager. Don’t be afraid, or embarrassed, let them know you were dissatisfied with the service, or product. Chances are they will be empathetic, and understanding as most businesses strive to achieve a certain standard.
2. Choose your language carefully. I heard a saying before that will help you immensely! “You can catch more flies with honey than with vinegar.” Although you may be extremely upset, try not to be mean. If you’re feeling too angry or overwhelmed try to cool down before addressing the issue with the Manager. They’re a conduit to a solution for you. Try to work with them as a team. Don’t be a pushover but definitely make an effort to communicating your problem or needs versus simply being upset.
3.Give them a chance to fix it. Most problems are fairly small, and if they are a complaint about quality, then it’s definitely in your best interest to let the shop know. Chances are you will be heard, and worked with.
4. If your complaint isn’t being respected, or heard, escalate! If you don’t feel that the owner has given your situation the ol’ college try perhaps it’s time to report the business. or, simply never attend again.
Well, here’s hoping that I hear your complaint 😉