Does It Pay to Complain About Bad Products or Services?
December 17th, 2008 by Bob Bly
I always feel awkward when I have a bad meal in a restaurant and the server asks, “How’s everything?”
I get the feeling that the question is no more sincere than the telemarketer who asks “How are you today?”
It’s just polite talk. They don’t really want or care about the answer.
I never complain, but on a couple of occasions, we were out to dinner with other couples who did complain.
The first time, when our friend SH said his steak wasn’t good, the manager argued: “Our steaks are great. How dare you insult my food!”
“Then why did you ask me in the first place?” SH answered.
The other time, my friend DY told the manager, “The food was good, but the service was glacial (meaning slow).”
Instead of apologizing, the manager angrily said to all of us, “Please don’t come back here again!”
And again I wondered, “If he didn’t want to hear the real answer, why did he ask in the first place?”
Do YOU regularly ask your customers or clients whether they are satisfied with your products and services?
If you do, and they complain, do you really listen? Do you respond politely and helpfully, and offer to make things right?
Or like the restaurant manager who told us never to come back, do you instantly get angry and resentful? And is your anger obvious to your customer?
A few suggestions for handling dissatisfied customers:
** Give them a refund — even if they didn’t ask for it, even if the guarantee has expired.
** Apologize. Express regret that their experience wasn’t excellent.
** Ask them what they didn’t like.
** Give them a small free gift as compensation.
This entry was posted on Wednesday, December 17th, 2008 at 11:48 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
December 17th, 2008 at 1:38 pm
simple, give them a refund, if you give them a refund, you only losing one customer, if you dont pay, u going to lose alot more from the bad reviews and spread of bad review about your product and company
December 17th, 2008 at 2:31 pm
What’s tougher is when you’ve gotten less than satisfactory service to something like your computer or car.
I’m always leery about this because if you get some who doesn’t genuinely like their customers like the 2 managers Bob mentioned above you’re asking for serious trouble.
I don’t have a clue of all the subtle intricacies that make my computer or car run. Most people don’t.
This makes us vulnerable to A-holes is these businesses.
If I didn’t have a long standing relationship with someone fixing either my computer or car I would test someone’s response to my complaint and they got their feelings hurt and started defending themselves like a 9 year old…
I’d politely excuse myself and chalk it up as a loss.
Then I’d seek help elsewhere. There’s no way I’m gonna put my life or data in danger over $700 bucks.
Who knows what these emotionally unstable, resentful people might do to adeptly jury rig or sabotage my stuff.
This goes the same with food for me if I’m dining anywhere where I’m paying less than premium prices for what I’m eating.
Ruth Chris, Flemings, and the Chart House take pride in serving you the finest and I’ve found that they graciously handle any concern I’ve had.
They never try to make me feel bad for having a unique palette.
They just make it right.
This is the way I wish every business treated me.
Note Taking Nerd #2
http://www.mynotetakingnerd.wordpress.com
December 17th, 2008 at 3:32 pm
On managing the cafe shop, we always replaced their drink or food for free if they didn’t like what they ordered. Most appreciated that. Maybe a few preferred to just have their money back. We were all about service, so this seemed natural to us, and the community loved us for it.
On running a gutter business, very few complaints came through. Perhaps the occasional case where they misunderstood what feature they were getting and wanted it done differently, like the corners. We redid the work without extra cost then. A lot of the times we were redoing shoddy jobs another company did. Talking and listening to the people helped then – and fully explaining the choices they had. Only time we had to say no was with a copper gutter job – we warned them it would discolor. We cleaned it back to copper once, but held firm after that and they had to accept it because they were fairly warned ahead of time.
On the writing – no one has complained beyond the prearranged revision agreements yet. But I would definitely give a refund on work not completed or redo the assignment under the right circumstances. I’ve learned to be firm and easy-going/flexible at the same time over the years.
As for complaining at restaurants, it’s been a mix of good and bad experiences. Often it’s easy to see when they are truly interested in whether you like it or not. They are more attentive. Trick I’ve learned…act like you’re taking notes on the meal. They’ll be a lot more attentive to you, thinking you’re writing a review for them. LOL Found that out one day when I was making notes for a salesletter for a customer during lunch. Gotta write those ideas down before they disappear!
December 17th, 2008 at 5:42 pm
Absolutely, it pays to complain. When you’re nice and accepting of problems, no one will ever do anything for you. If you complain like a jerk and threaten to cancel, you’ll get offered lower rates and other goodies.
December 18th, 2008 at 4:02 am
[…] unknown wrote an interesting post today onDoes It Pay to Complain About Bad Products or Services? – bly.com …Here’s a quick excerptType in your email address today to receive the Bob Bly Direct Response Letter. Privacy Statement Click here for Newsletter Archive Bob Bly’s Direct Response Letter Free tips for doubling your response rates … […]
December 18th, 2008 at 10:10 am
I’m not a big complainer. I’ve only sent one meal back to the kitchen ever — and that’s because my beef was green. I ordered something else, they apologized and gave me a few dollars off my meal. I didn’t push it that it should have been comped entirely. But we won’t eat there again.
Now, if I learn that a customer isn’t happy for whatever reason, or that my own customer relations skills need improvement, I take it as positive criticism and do something about it. I much prefer a client who brings up something they don’t like — I can DO something about that to make them happy and keep the relationship. Sometimes it even gives us a better working relationship as I understand more about their expectations.
That said, of course my aim is not to have things come up in the first place!
December 18th, 2008 at 10:54 am
I am a wimp and get treated as such. Once when I bit into a hamburger at a chain restaurant, there was metal in it (the metal wire in which they package the meat during shipping). When I pointed this out to the waiter, he said “sorry” and that was it. They didn’t even offer to take money off, much less give me the meal for free. And I thought if I asked for it, they’d think I was pulling a con.
December 18th, 2008 at 6:53 pm
[…] unknown wrote an interesting post today onDoes It Pay to Complain About Bad Products or Services? – bly.com …Here’s a quick excerptType in your email address today to receive the Bob Bly Direct Response Letter. Privacy Statement Click here for Newsletter Archive Bob Bly’s Direct Response Letter Free tips for doubling your response rates … […]
December 22nd, 2008 at 12:09 pm
One night this summer service was exceptionally slow and bad at one of my favorite Tex-Mex restaurants (a small DC-Baltimore area chain). Seems that a kids-eat-free Tuesday night promo was succeeding beyond their expectations (we were just my wife and I ). We had long waits to place our drink order, for the drinks to arrive, to place our meal order, and for our meals to arrive — which didn’t arrive at the same time, so one was cold before the other ever showed up.
We caught the attention of someone who turned out to be a manager who had been called from one of their other loactions (with other reinforcements) to help deal with the unexpected large turnout.
We told her we were looking at one cold dinner and still waiting for our other. She immediately cleared our table, put in a new order for both of us, brought us more drinks, kept track of when our food was up, brought it to us promptly and then cut our bill in half.
Will we go back? After the way they bent over backwards to correct this bad experience, you bet. But not on kids eat free night.
December 22nd, 2008 at 2:44 pm
Hi Bob,
I live in the world tourist mecca, where there is a troubling dynamic which makes the job difficult for the service provider in many cases. Culture and integrity are “a-changing” in our fine country (I can’t speak for the entire world, just for the ones from the entire world that visit where I live). If you are in the services business, just because you get a complaint, may not mean your service / product needs attention; it may just indicate your customer is trying to get something for free; or better yet, set the scenario for the letter from their attorney which will follow shortly…”after all, Seaworld, Disney and Charley’s Steakhouse all have deep pockets, so why shouldn’t they underwrite a little of my vacation cost.”
Pardon my cynical views, but my kids, friends and neighbors all work in these industries, and I hear some almost unbelievable stories.
As a professional service provider, coming from the consulting industry and now working as a copywriter, I find that most satisfaction issues can be taken care of in a way where everyone wins. But for the providers of dining, hospitality and the like (and I think this applies to retail also) it seems like much more of a challange, and something they deal with in large volumes, which are possible reasons for many of the less than considerate responses. This can’t be easy to navigate and I try to remember this when I deal with anyone in these fields.
My wife and I aren’t big complainers, and I have previously also been the wimp you mentioned, Bob, but because levels of service ARE slipping in many places while prices rise, I am trying to learn to put forth an objection to bad service when necessary.
I also do not hesitate to compliment good service. Last night in a local Mexican place we asked to move to a different table location after we were already seated, then requested something that was not on the menu (it was actually a combination of two menu items – we have just discovered this place and started to frequent it). All was provided for us with the utmost of care and friendliness. When our server took our cash payment he politely bid us good evening. However, he returned about two minutes later (presumably after he had seen his tip) reminded us of his name, and told us that on our next visit we should be sure and request one of his tables. And I will…
slr
December 22nd, 2008 at 3:19 pm
Give them whatever it takes to have them come back. Who cares if todays meal is free, it is the next meal that should be free. otherwise you may never have the chance to win them as a customer again.
December 22nd, 2008 at 5:42 pm
I agree with you, Bob. If you don’t want to know what your customer thought of the product or service, then don’t ask the question.
December 23rd, 2008 at 11:09 am
It does pay to complain. A few months ago, I got a note from my doctor saying he was “firing” my insurance plan. Lots of people must have complained, because last week a got a second note saying that he’d negotiated with the company and was now back on the plan. Plus, he apologized for the stress he caused.
December 23rd, 2008 at 11:17 am
[…] was just reading Bob Bly’s blog post asking whether it pays to complain about bad products. He wonders if it’s worth complaining about poor service in restaurants or other places, and […]
December 27th, 2008 at 2:20 am
A customer called last week complaining that her invoice was too hard to find in the envelope and, therefore, refused to pay.
Seriously.
Deadbeats use complaints as classic projection to cover themselves.
End of story?
Collection agency reported BIF – Balance in full.
January 18th, 2009 at 4:26 pm
In the College of Business at Chico State, we teach students how to write and respond to complaint messages and adjustment requests. As I tell my students, good managers WANT to know if you’re so unhappy you’ll not patronize their business again. Plus, there are polite ways of stating a complaint–and polite ways of refusing unreasonable requests. It’s all about knowing your audience and adapting your message to them so that your goal is met.
February 23rd, 2009 at 12:37 pm
One of my peeves is when customers, at a Mcdonalds near my home, sit for hours nursing their coffee refills forcing me to take the stairs to find a seat. And even then there may be people up there eating food from a take out chinese food outlet from next door. Their policy is never enforced and I’ve complained several times. I doesn’t help.
November 28th, 2009 at 5:17 pm
lol
August 24th, 2010 at 10:47 am
I think you have an interest in the client if all of his suits and how he is satisfied
February 10th, 2012 at 3:16 pm
social media Twitter Blogging…
[…]Does It Pay to Complain About Bad Products or Services? – bly.com blog – bly.com direct marketing blog[…]…
May 2nd, 2012 at 6:12 am
beamtenkredit…
[…]Does It Pay to Complain About Bad Products or Services? – bly.com blog – bly.com direct marketing blog[…]…
January 2nd, 2014 at 12:46 am
It’s amazing in favor of me to have a web page, which is beneficial in favor of my
know-how. thanks admin
January 27th, 2014 at 12:14 am
It truly is truly a very valuable section of information and facts. Now i’m pleased that you just distributed this beneficial facts here. You should remain you up-to-date like that. Thank you for revealing.
January 27th, 2014 at 12:38 am
Hurrah, that’s what I was looking for, what a material!
present here at this weblog, thanks admin of this web site.
May 3rd, 2014 at 7:18 pm
I absolutely love your blog and find a lot of your post’s to be exactly what I’m looking for. Would you offer guest writers to write content in your case? I wouldn’t mind composing a post or elaborating on a number of the subjects you write about here. Again, awesome web site!
July 29th, 2016 at 10:58 am
%Audi A3 was such a success that it has won several awards over the years, and Audi A3 DVD bloomed to meet this trend. They are in desire of getting a great replacement for the ancient original factory audio system.
September 3rd, 2016 at 11:08 am
This is the perfect blog for everyone who hopes to find out about this topic.
You understand so much its almost tough to argue with you (not that I actually will need
to?HaHa). You certainly put a fresh spin on a topic that’s been written about for decades.
Wonderful stuff, just wonderful!
November 14th, 2016 at 5:42 pm
%Als je een mooi huis gevonden hebt en je zin hebt om deze te kopen dan dienen er een paar zaken geregeld te worden. Of je nou een gewoon huis of een vakantiehuis koopt in Frankrijk maakt in principe qua moeilijkheidsgraad niks uit.
August 10th, 2020 at 12:26 am
https://customerfeedback.onl/www-hardrocksurvey-com/
Hard Rock Cafe wants to know about your visit experience by taking Hard Rock Cafe Survey @ http://www.HardRockSurvey.com. Take it & grab the chance to Win a Hard Rock Cafe Coupons to get free food on your next visit.
September 11th, 2020 at 4:39 am
A good customer service always welcome complains from the customers. Cannabis IT service in Arizona is the best onsite IT service I know so far.
June 11th, 2021 at 4:20 pm
What n our nursery is simple. We breed healthy and well mannered pug puppies and french bulldog puppies. We produce this puppies with desiring colors to make sure our nursery comes first in breeding special colored pug puppies and french bulldog puppies here in the state. We also make sure all puppies adopted from us have the below characteristics.
https://pugslandbreeder.company.com
June 28th, 2021 at 10:33 pm
https://savannahbengal.company.com/
January 7th, 2022 at 10:53 am
Shop best quality Sandals for girls from Ndure. Shop from a wide range of colours and styles, available exclusively at Ndure. Ndure Sandals for girls are made from best quality materials, with soft shoe sole. Style a chic look in best quality Sandals for women. At Ndure, we have fashion for every one of You.
June 22nd, 2022 at 2:34 am
Buy shoes online from ECS to make you footwear comfortable. The ECS is providing quality products which are cost-effective as well.
August 18th, 2022 at 3:19 am
for the best Boil Shrimp in Abu Dhabi
Mukbang Shows Restaurant
October 21st, 2022 at 10:26 am
Rios a multi-brand store providing amazing Concealer and Maybelline concealer. The store aims to provide satisfaction through high quality products like TEMPLATE. Their best concealers are perfect and just what you need Rios fulfills your every demand, with their items like the best concealer in Pakistan.
October 24th, 2022 at 7:48 am
Rivaj offers great cosmetics and related products like makeup remover and makeup remover wipes. So, grab the best makeup remover from Rivaj today and enjoy. Their makeup remover kits are truly unbeatable and offer a high degree of satisfaction. Rivaj offers the best makeup remover to their customers.
January 5th, 2023 at 8:57 pm
Establish a set pay to complain about bad products or services as a preventative step to prevent them from engaging in excessive play papa’s games.
April 12th, 2023 at 4:11 am
so love google
April 21st, 2023 at 4:45 am
Elite chauffeurs services usually offer high-quality customer service, with a focus on professionalism, responsiveness, and attention to detail.
August 5th, 2023 at 5:26 am
Hi, i feel that i saw you visited my site so i got here to go back the favor?.I’m trying to find issues to improve my website!I assume its adequate to use a few of your concepts!! jcpenney survey
August 7th, 2023 at 2:47 am
give them a refund, if you give them a refund, you only losing one customer, if you dont pay, u going to lose alot more from the bad reviews and spread of bad review about your product and companydrywall hanging River Oaks
August 22nd, 2023 at 2:46 am
A Barbershop Bedienplatz is the workspace within a barbershop where haircuts, shaving, and other services for male clients are carried out. This area typically includes a chair, mirror, and tools.
August 22nd, 2023 at 4:40 am
Unlock the hidden gems of East vancouver real estate. Explore a diverse selection of properties in this charming and culturally rich neighborhood, known for its unique blend of urban amenities, lush parks, and friendly community atmosphere.
September 15th, 2023 at 9:11 pm
Your insights into customer service and handling dissatisfied customers are invaluable.
As a skip hire expert, I fully understand the importance of addressing concerns promptly and professionally. Your dedication to providing exceptional service aligns perfectly with offering the best skip hire solutions.
Readers can truly benefit from your expertise in customer satisfaction.
Great advice!
September 20th, 2023 at 5:03 am
Choose iHost VPS for a robust Linux-based VPS solution. Our hosting environment is optimised for Linux, providing you with a stable and high-performance platform to run your applications and services.
September 21st, 2023 at 1:57 am
At iHost VPS, we stand out as a VPS provider with Port 25 open. This means you have the freedom to run your own mail server without restrictions. Enjoy the flexibility and control over your email communications. Our reliable network infrastructure and expert support team are here to ensure your email hosting experience is seamless and secure.
October 20th, 2023 at 3:06 am
Our collection of neutral baby gifts is designed to cater to all babies, regardless of gender. Discover an array of cute and practical items that are sure to bring smiles to both the baby and parents. With a focus on gender-neutral colours and designs, these gifts are ideal for baby showers and other joyous occasions.
November 28th, 2023 at 4:56 am
CaVPS Host stands out for offering affordable Windows VPS Hosting Cheap solutions without compromising on quality. Our services are tailored to meet your budgetary constraints while ensuring high-performance hosting for your applications and data. Experience cost-effective yet powerful Windows VPS hosting with CaVPS Host.
December 4th, 2023 at 12:07 pm
Unlock the potential in dead stocks with We Buy Dead Stocks, your trusted partner for buying stocks in Dubai. We make the process straightforward and profitable, ensuring you get the most from your surplus materials. Discover how we have become the go-to choice for sellers in Dubai.
December 6th, 2023 at 7:07 am
Friseur Rezeption is a hair salon reception desk. This is the area where clients are welcomed, appointments are managed, and salon services are scheduled. It’s an important part of any hair salon’s front office.
May 3rd, 2024 at 5:53 am
Unlock the full potential of your online presence with BSNS Consulting’s services of Digital Marketing Pakistan. Our result-driven approach utilises the latest digital marketing strategies to elevate your brand’s visibility, engage your target audience, and drive meaningful conversions. Stay ahead of the competition and achieve your business goals with our expert digital marketing solutions.
May 23rd, 2024 at 12:03 am
With the variety of Barber stuhl from TipTop-Einrichtung, experience the ultimate in comfort and style. Our high-end products combine style and utility to improve the atmosphere of your salon. We are your go-to internet source for unique products designed to satisfy your barbering requirements. Examine our selection to improve your salon experience right now.
July 31st, 2024 at 12:29 am
I love how simple and delicious the easy crispy recipes are, especially the crispy fried chicken and sweet potato fries! easycrispyrecipes.com has become my go-to for quick meals that my kids adore. Highly recommend for tasty, hassle-free cooking, and their Easy crispy recipes dessert options are just as delightful.
August 13th, 2024 at 9:53 pm
When faced with poor service, many people are reluctant to complain even though they are unhappy. Businesses must actually ask customers about their experience and handle complaints tactfully. Listen and offer solutions, such as refunds or apologies. Speaking of feedback, overcoming obstacles in the fun slope game is also a reminder that listening and adapting are the keys to success!
September 18th, 2024 at 10:27 am
Your Opinion is good but in my opinion you should also have to choose Some Good Company because its Responsibility to check it before buying a product.