Monday, October 22, 2007
Are you complaining or keeping mum?
I was wondering what kind of person you are. To what degree do you let things happen before you go up and start complaining?
The Poor Sod that gets to read my Letter
Personally it takes a lot to upset me to the point that I actually face somebody to confront them with my complaint. Come to think of it I cannot stand personal confrontation. So what I do is I sit down and put everything in writing. In my mother tongue this is easy. I will compose a letter in no time, hoping to somehow find the right balance between keeping the reader interested in my problem and complaining enough to get my point across. Now I am aware that the poor sod reading my letter of complaint is (in most cases) by no means the cause of my problem.
I love being acknowledged as a customer
I am good with this writing thing. A few months ago we had really shitty seats for a basketball game. The seats we had bought were in the most expensive section available but we couldn’t see a thing. I wrote a letter and voila they sent us four tickets for a Macy Gray concert. I am not someone to complain a lot. It takes a whole lot to get me mad enough to start complaining. I guess I want love, peace and harmony.
My husband's secret joy
The hubby on the other hand doesn’t take shit from anyone. He turns on his heel to confront someone the minute he realizes something’s not gone the way it is supposed to. In a way this is totally cool because he can do something I can’t. Most of the time I can’t even be arsed. Am I gonna go back to the cashier to complain that the orange juice was reduced by 10 cents? No. My husband on the other hand will set the record straight and will make himself heard.
I think 95 percent of store owners have a “Wanted – dead or alive” poster with my husband’s portrait in their office somewhere. Sometimes I am embarrassed, sometimes I feel satisfied that someone takes care of things. It is weird.
I know what it's like at the receiving end
Having worked in Customer Relations for quite a while I have come across a lot of complaints. Some of which were justified some of which were plain stupid. Others you just wanted to rip apart because they were written by demanding, greedy, impolite a*sholes. There is a thin line between love and hate they say. Even when an a*shole is right by claiming whatever it drives me nuts and I ended up not wanting to give them the dirt under my nails. Whereas I would have been much more open towards a claim that was brought forward with the facts straight and a polite manner. I am a sucker for politeness. Thus I always complain in writing. In a very polite and determined way. It gives me time to think and phrase what I want to say rather than screaming my head off and blurting things I know I am going to regret at a later stage. Plus I admit to being a chicken shit when it comes to confronting someone face to face.
Let me hear your opinion
How do you complain? Have your complaints ever gotten you somewhere or gotten you anything cool? In your opinion is it worth it to complain? Do you hope it will change something or do you just want to make yourself heard? I know that customer service in the US is quite different from customer service here in Germany but I was wondering if you ever got anything cool for complaining or if you have ever been treated like sh*** for complaining.
posted by kat