Complain has negative and unlikeable association that have concealed its true meaning and power. In reality to complain is to state one’s rights; to stand up for one’s self and not be ripped off or taken advantage of.
These days, organisations realise that complaints provide an invaluable means of transforming the quality efficiency of their service.
A complaint provides an unbiased and honest comment on a flaw in organisation service or product at no cost.
It is important to recognize that the majority complain are the loyal clients/customers who care about your business.
The clients/customers who do take the time to complain are the most loyal clients/customers. They believe in us in spite of the problem that they are experiencing.
This is why many forward thinking organisations are not only welcome to receive complaints, but are actively encouraging them.
Without complaints, the organization will not have sufficient knowledge about how many customers are dissatisfied and why and without these customer perception insight, the organization cannot react in time.
In UK a food and drink website survey revealed that 38% of people asked would never complain about a bad restaurant experience no matter how terrible it was. 20% of customers don’t complain about unsatisfactory products, according to a consumer report, a troubling lapse that equates to £8.3 billion worth of inferior products.
If nobody complains about substandard products and services then nothing will change; the restaurant will continue serving up second-rate food and the manufacturers will keep its shoddy production line rolling.
There is much to lose by ignoring complaints and much to gain by having an effective complaints management system.
If we think carefully and positive, the complaint is not complaining about us, it is a notation expressing the dissatisfaction to us. We are not the problem, we are the solution.
By listening to the underlying message of the complaint, we can identify what it will take to reassure the client/customer and address the specific needs.
Once we understand the root cause of the complaint, we have the opportunity to implement changes that could avoid a reoccurrence of the problem. By addressing it systematically and properly this will be our opportunity to increase customer satisfaction at an exponential rate.