Complaints, compliments and how do you . . .
When you complain, what is the manner and style of how you do it and what expectations might you have?
When you receive a complaint, how do you respond to it?
I've never been able to ascertain if it's . . .
just that kiwis are bad in the manner and style of how they complain. Or respond to a complaint. Or . . .
Bad in that they don't complain when they really should do so? Or don't respond as / when they should do?
Conversely, when you have the potential to proffer a compliment, do you? And do you have any expectations from your effort?
An almost buried business axiom goes: if our services / products, please you, then do tell others. If our services / products, don't please you, then do tell us.
The nub of that is simple. If the business is doing everything right: more customers via client referral.
If the business is failing to do everything right, a complaint is a way (for the business) of assessing the problem and improving / solving the deficiency. Mostly.
Over the years, I've 'dished out' a few more complaints than compliments - in writing. And a few [rare] 'neutral' responses to "how did we do" entreaties. On the basis or the responses, I know which businesses are just 'going through the motions and really don't 'give a sh*t,' and which businesses actually are interested / care. (Ashes, embers, sparks, telecon and power supply companies being good examples of the 'don't care' crowd.)
But I take delight in giving compliments. Far more than the opposite. I can recall most - if not all - the responses. Some were amazing - in a good way. Some were, well, I don't do business with them any more, or they've disappeared from the business scene. Or I have no choice - like tenants' services.
It really irks me when entities like IRD refer to taxpayers as clients. Who do they think they're kidding? Taxpayers are not clients. Clients have a choice about who they do business with. Taxpayers do not.
But I digress . . .
What's your complaints / compliments "modus operandi?"
And general responses?
When you complain, what is the manner and style of how you do it and what expectations might you have?
When you receive a complaint, how do you respond to it?
I've never been able to ascertain if it's . . .
just that kiwis are bad in the manner and style of how they complain. Or respond to a complaint. Or . . .
Bad in that they don't complain when they really should do so? Or don't respond as / when they should do?
Conversely, when you have the potential to proffer a compliment, do you? And do you have any expectations from your effort?
An almost buried business axiom goes: if our services / products, please you, then do tell others. If our services / products, don't please you, then do tell us.
The nub of that is simple. If the business is doing everything right: more customers via client referral.
If the business is failing to do everything right, a complaint is a way (for the business) of assessing the problem and improving / solving the deficiency. Mostly.
Over the years, I've 'dished out' a few more complaints than compliments - in writing. And a few [rare] 'neutral' responses to "how did we do" entreaties. On the basis or the responses, I know which businesses are just 'going through the motions and really don't 'give a sh*t,' and which businesses actually are interested / care. (Ashes, embers, sparks, telecon and power supply companies being good examples of the 'don't care' crowd.)
But I take delight in giving compliments. Far more than the opposite. I can recall most - if not all - the responses. Some were amazing - in a good way. Some were, well, I don't do business with them any more, or they've disappeared from the business scene. Or I have no choice - like tenants' services.
It really irks me when entities like IRD refer to taxpayers as clients. Who do they think they're kidding? Taxpayers are not clients. Clients have a choice about who they do business with. Taxpayers do not.
But I digress . . .
What's your complaints / compliments "modus operandi?"
And general responses?