Solutions

A delivery is wrong. Service is substandard. The bill doesn't add up. Your appointment falls through. To err is human, but it is not always acceptable. Sometimes mistakes are so serious or happen so often that you work up a real temper. And that moment, at the latest, is when you choose to complain. But how should you express your criticism? Should you always stay polite? Or can you simply say it straight? Which strategy is most likely to get what you want?

Whose fault is it?

However annoyed you are, you first need to consider calmly who might be at fault. If you order ratatouille in a restaurant and complain when you are served vegetables, that is just as invalid a ground for complaint as someone ordering a train ticket simply to “London Airport” and then getting into trouble en route as his ticket goes to Heathrow, but he is going to Stansted. To put it simply, if it is your own fault you should be big enough to admit it, and not blame others for your mistake.

But even if the fault lies elsewhere you should make sure not to vent your anger on the wrong person – as hard as that may be. The switchboard really cannot help it if you are cut off for the third time due to a system error.

Last but not least, if all flights are cancelled due to snowstorms, it doesn’t help at all to yell at the woman behind the check-in desk. In other words, it makes no sense whatsoever to get upset about something no-one has any control over or responsibility for.

It is just as pointless to insist on the impossible. You have ordered an office chair and received a confirmation, but then it turns out that the chair is out of stock? However firmly you insist on your rights and your order, there is no way you are going to get that chair.

What do I want?

Anyone making a complaint should consider what they want to achieve beforehand. Returning to the example of the chair: accept the inescapable and look forwards. “I ordered the chair and they confirmed my order. Now it turns out that you are unable to deliver. What can you offer me?” Either wait and see if they can make an attractive offer, or take the initiative yourself: “I’ll take the luxury version, if you can give it to me for the same price to make up for the inconvenience.”

It’s all in the delivery

Try to stay calm. Explain the cause and consequences of your problem: “We ordered a light meal for ten people, to be delivered at 12.30. Now it’s nearly 1 pm and your driver still hasn’t arrived. The meal is for some important new clients visiting us for the first time. The break is coming up soon and I need the food. Now!” If you take this approach there is a relatively good chance that the person you speak to will understand the circumstances and do his best to find a solution. If you simply shout “Where’s the food?” down the line or heap accusations on the other person so that he feels cornered, the chances are considerably lower.

In writing or in person?

A complaint written in black and white carries more weight, but there is no need to rush to the keyboard for minor problems. However, if it is a complicated matter, if the story is long, or if large sums are involved, it can certainly be sensible and proper to make a complaint in writing.

Go straight to the top?

Even if you would like to take your complaint straight to the top, it is a good idea to consider things carefully first. In the case of large companies with whom you have – in their eyes – a small bone to pick, your letter will probably not be answered by the top management in any case, but passed on to the complaints department.

And what if the issue concerns inappropriate behaviour by a particular person? Don´t forget the possible consequences of your letter. Is the mistake really so serious that you need to call in the boss? If not, and if you later need to deal with that member of staff, you are hardly likely to develop a trusting relationship.

Sometimes, however, there is no other way. If you take clients out for a meal and come across service personnel who are not only slow but also rude, it will achieve nothing to have a serious talk to them. In this case you are more likely to get what you want by asking their boss to change waiters.

When your foe becomes your friend

Constructive criticism can win you new allies. If you give your adversaries the chance to rectify their mistake, and deal with them objectively, they will probably be glad how fair you are – and next time they will give you special treatment.

Enough is enough

Unfortunately there are some people who have never heard of good service before, or who cannot admit their mistakes. If you come up against someone as stubborn as this, there is no reason not to speak your mind – or turn to the next highest authority. Yet even in this case, stay objective.

The same is true of telemarketing. The sales staff may only be doing their job, but there is no reason for them to constantly disturb your work. Simply interrupt the caller's rehearsed routine by briefly saying: “I do not want to be disturbed by calls of this type.” Then just hang up!

Image source: www.aboutpixel.de