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Thursday, March 31, 2011

To Complain or Not Complain

Scenario:

An employee of a large company that you do business with fails to follow up with you, call you when you request they call, verbally denies your request without gathering all of the legitimate details, later states they can fulfill the request but ultimately loses that one aspect of your business for their company as a result.

Questions:

Do you formalize your complaint in writing?  If so, would you do it knowing that the employee could lose their job?

If the employee didn't lose their job, would you feel comfortable continuing to conduct business with the company?  Or would you feel awkward every time you entered that location? 

Would you really want to continue doing business with a company who lets their employees get away with treating the customer like that?

2 comments:

  1. Most often if a situation is bad enough in which I feel compelled to complain, I will ask ask to speak with a manager and address it sooner rather than later.

    I personally feel that in most cases my complaint alone will not cause the person to lose their job. It is normally a culmination of items or a downward trend in that individuals performance.

    I would most definitely continue doing business with a company, I'm a very patient person. However, when the percentage of bad experiences starts to outweigh the good I will absolutely look elsewhere.

    -too long for Twitter ;-)

    @Bob_Cruz_

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  2. Thanks for the input.

    I agree that most often it needs to be a culmination of bad experiences before I discontinue business with them. After all, the employee may be reprimanded and I may never know about it. I believe a written complaint needs to follow a verbal complaint. Big companies tend to take the written complaint more seriously than the verbal one, plus it's something they can document in the employees file. I also believe that filing the complaint not only helps the company see an issue with an employee, but it may help prevent the next customer from getting treated the same way.

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