Customer complaints, we love them!!!

I know I know, I can see your reaction as you're reading the title of this blog, the confused quizzical look on your faces.  

This blog idea came from a conversation I had with a friend a few weeks ago. She was telling me she had a product that wasn't the right colour, but the item was a year old.  I asked her why she didn't bring it back?  She replied "Well, one of the staff picked it out for me and I didn't want her to feel bad so I just didn't use it and left it in my bathroom on the shelf."  

My reaction, as she is cutting my hair, was "So if I don't like my hair cut today I shouldn't tell you, then go somewhere else to get my hair cut? Or I'll just share the disaster with all my friends ?".  

And you know what her reaction was? "Of course not, you have to tell me!".  

Why is it any different when I have the problem or complaint? 

We humans are all very similar in that we don't want to hurt someone's feelings.   We run around frustrated and mad or disappointed because we are afraid of speaking up.  Keep sharing your positive experiences of course,  but remember sharing the negatives can create change and better your experience the next time around for you and others.  

The whole point of this blog is to give you the other side of the complaint equation, from our point of view.

I get comments and feedback like this all the time:

  • I feel bad saying something
  • I don't want to get anyone in trouble
  • It's not that big a deal I just won't go back
  • I am frustrated and not sure what to do
  • If I complain then I can't shop there anymore
  • I should have said something sooner
  • I should have brought it back sooner
  • If I switch estheticians then it will offend the other girl

I could go on and on but you get my point. 

I'm guessing that everything listed above could have been solved easily without anyone's feelings being hurt, and you would have left feeling heard and satisfied. 

I love to receive a compliment when I do things right, who doesn't? It makes you feel good, you feel validated, it makes your day. On the opposite side a complaint can make you feel bad and having to voice it, feel even worse.

However, if we don't know, we can't fix it. When we know better, we do better, and that my friend can build a better experience and business for both of us.

Posted on October 27, 2016 .