« Would Your Content Sell? | Main | Debunking 5 Myths About Content Marketing »

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d8341c03bb53ef0133f4239d54970b

Listed below are links to weblogs that reference How to Complain Effectively:

Comments

This got me thinking about why people complain in the first place, and what it might suggest about the often uneasy relationship between a business and its customers.

If a customer sees complaining as a way to blow off steam, or to achieve some transactional objective like a refund or make-good, then that has potentially profound implications for the business. Constructive criticism is driven, at least in part, by a desire for improvement. It implies that you actually care enough about the business to make the effort. And you believe the business actually cares enough to engage.

Far too often, that implicit relationship -- a business seeking to deliver value, and a customer finding it -- simply doesn't exist. If Company A doesn't deliver something that provides unique value, then why waste the effort? Next time I'll try Company B.

Unless, of course, the company is an airline and there's only one way out of town.

@Leslie - glad you found the post helpful. Thank you for sharing it.

@Christa - and you know what? If we think about it, there are people whose efforts we don't recognize enough.

@Ron - this is a good insight, that people who complain rarely are more thoughtful about how they do it. Interesting observation about companies that make it difficult to communicate praise. It's like an all around lack of care or concern...

Outstanding post!

I'm not sure why, but people who complain infrequently seem to complain more effectively. And people who complain constantly - and nastily - actually encourage bad behavior.

I agree that people should acknowledge good customer service, but I have found that companies that make it difficult to communicate problems usually also make it difficult to communicate praise.

The comments to this entry are closed.

Subscribe

Enter your email address:

Delivered by FeedBurner

Advisory Boards


As seen on

Social

Marketing that makes business sense


Conversations


Book Reviews


Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.

Disclaimer

  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.