What happens when you don’t receive the service you expect, or the product you purchase breaks,
or you are just not satisfied with how a company is handling your situation? You get mad, feel taken advantage of, and then…you try and get revenge by posting your complaint on one of the many complaint websites such as www.pissedconsumer.com, www.ripoffreport.com, www.consumeraffairs.com, or some of the many other consumer sounding boards available on the web. But does it resolve your issue effectively?
Undeniably, these sites give the consumer a place to vent, a sounding board for their displeasure, and it gives them the feeling they have taken the first steps in resolving their issues with a company, but in actuality it does little in getting them their desired result. There are pitfalls to ineffective complaints:
- False Sense of Resolution – Many consumers take to the internet to vent their complaints, feeling that somehow they will reach their offending company and get them to move in their desired direction or resolve their issue quicker. In some instances it might, but more than likely all you will receive is the satisfaction that you voiced your opinion, but there is no true resolution to your problem.
- Closes Channels of Communication – The natural instinct for most human beings when attacked is to put up defenses and fight back, but when handling a complaint against a company’s service, or product it may just close up any effective channel to get the consumer’s issue resolved. Do not let your first line of communication be a message board or a complaint site. It doesn’t necessarily create an environment that makes either party willing to resolve their issues.
- Negativity Breeds Negativity – When consumers feel they have to pepper their initial communications with a company with inappropriate language or a condescending demeanor, it automatically invites more negative behavior from the company’s representative. The most important thing to remember is to remain calm in all your interactions with the company involved.
- Doing Your Part – Some of the complaint web sites, will vet out some of the posted complaints and if they do not feel you have given the company a chance or have done your part in getting the matter resolved then the site moderators might decline posting your complaint online.
- Calm Your Emotions – Nothing gets resolved emotions get in the way of the message you are trying to deliver. The automatic response is to put a guard up in reaction when someone feels attacked. It is no different for the employees of a company.
- Find Your Path – When speaking with a company employee or representative, you will find out quickly if that person can help you resolve your issue or not.
- Clear and Concise Message – A clear and concise message, without the emotional anger attached will open up channels of communication with the company.
- Be Patient – Sometimes the process takes some time to resolve, especially when there are procedural issues in place or when it is a complicated matter.
- Document – Make sure you document everything that is said and done. Keep in mind that it is best to write down dates, times, and names of individuals you have talked to in the process. When you have this information they the company can check records and validate the complaint.
- Avoid Being Longwinded – Time is a precious commodity for many companies and it is best not to complicate issues with irrelevant tales that do not help your situation. In fact, many times when a customer becomes lengthy in their complaint the person responding to them will begin to tune them out and miss out on the point of the complaint.
- Avoid Threats or Intimidation – If you do not want to derail complaint negotiations then exercise control over your actions and the message you are delivering. When a customer is verbally or physically combative the tendency is for the recipient of the attack to switch off and become uncooperative.
- Valid Complaint – In order to receive a valid resolution you need to have a valid complaint, and buyer’s remorse is not one of them. Be specific on how the item was defective, or how it did not deliver on its promised performance. Give details of your experience or deficiencies. If you have documentation then also include it in your complaint.
- Have a Reasonable Solution – There is nothing more deflating and derailing to a complaint then when the person doing the complaining does not have a clear resolution in mind. A company cannot adequately resolve your needs unless they have an idea of how you would like your problem resolved. Do you want your money back? Do you want a product replacement? As specific as you are about your complaint, be just as specific about the resolution you are looking to get from the company. At least it is a starting point that may, in the end lead to a mutual conclusion to the problem.
- Valid Contact Information – Make sure the company representative knows how to get a hold of you. Some customers do a whole lot of complaining and then in the end leave the company no clear way to get in touch with them to resolve their issue.
