Feedback: Important For Businesses and Beneficial For You
Tuesday, 07. 28. 2009 – Category: T2 Communications
We will all have a time or two when we do not receive the service that we expect from a business. There will also be times when a product did not meet the standards of its price or claim. Unfortunately, many of us do not comment to the business that either provided this service or sold us this product, but we do comment to all of our friends and family about our lousy experience. Warning friends and family of a potential waste of money is not a bad thing, but businesses need your feedback if they are going to improve. For example, if there is a product that you are dissatisfied with, try to return it to the store that sold it to you and tell them the reason that you are returning it. They may take it back and refund your money or they may give you a store credit for a future purchase. If enough of the faulty item is returned, they may not carry it anymore, saving countless customers a similar dissatisfaction. If the store will not take it back then go to the product website and leave a note about your experience there. You may get a refund from the manufacturer, or at least an apology.
Feedback is extremely important to every business, whether they realize it or not. It’s when their customers are quiet that they should be concerned. If customers are not praising or complaining, they may just not be returning! Reporting happiness or a great experience to a business is easy. It’s always a pleasant task for both sides of the conversation. It’s the times when we aren’t happy that make us uncomfortable and possibly cause more frustration between us and our business of choice. For those of us who feel comfortable enough to communicate our feelings about a bad experience, there are some tips to keep in mind for efficiency. What we’re really looking for is sympathy. Whether it’s a listening ear, a promise to improve, or a free gift, we want the entity that caused us annoyance to understand our point and take action! Here are a few things that will help get that.
Speak to the Right Person
Sometimes it is easy to spot the Customer Service counter, but sometimes you need to figure out who the person is that is in charge of handling customer complaints. It is best to tell the clerk or salesperson that approaches you that you have a complaint or situation and then ask who the right person is that you should speak with. Do not immediately ask for a manager because sometimes they are either not on duty or they are not the person that you need to speak with. Many stores train their sales team to handle customer complaints and returns. Additionally, you may be speaking to the manager already, and you don’t want to start the conversation off on the wrong foot by assuming the person you are talking to is not the manager and possibly offending them by this. Be prepared to summarize your story to the first person you talk to. They may need more information before directing you to the right person. It is possible that you will have to tell your story a few times as special circumstances may need a higher authority’s approval, like a product that you’ve had for more than 60 days or a shirt that you’ve worn and washed several times.
Polite Persistence
There will be times when the business in question doesn’t want to do what you are asking of them. For example, you’ve had a couch for six months and the fabric is pilling and drooping after light to moderate use. If you financed the couch, the furniture company may not want to take it back and refund your money, even if their claims department agrees that you have a faulty product. It is very important in these types of situations to be very polite and persistent. If you need to speak to the manager, they will most likely have a “full” schedule, so be patient. Continue to call and make visits and be respectful to everyone you speak to. This will help your case. If you are being blown off by the person with the authority to hear your situation and possibly resolve your matter, their assistant just may be able to make you an appointment because you seem really nice. They may even make your case for you and be able to get back to you with the final decision.
Smile and Don’t Raise Your Voice
Think of this as a team effort that you and the store owner are going to figure out together. You will want to approach the situation with a smile. This will avoid the salesperson or manager from immediately putting up their guard. You want them to help you, so it’s important not to raise your voice. Instead, tell them about your grievance kindly. Everyone wants to help other nice people. When you come in with a big frown and furrowed eyebrows and start the conversation off ranting about your claim, you are only hurting yourself. If you present yourself as a rude person who cannot be pleased, then you might not get any help at all. Remember to watch your language and do not make any unwarranted insults to the staff. They do not have to take insults from you or listen to your profanity just because you are an upset customer. The nicer you are, the more help you will receive!
Control Your Emotions
If you know that you are upset about the situation and cannot keep your emotions under control, then practice your approach or rehearse telling your situation to a friend, family member, or in the mirror at the very least. You will want to be taken seriously, so confidence is a key factor. If you start crying, you will not get sympathy, you will only get a blank stare from a representative who whishes they could roll their eyes at you. Anger and sarcasm may cause resentment, which will get you nowhere or the minimum required action possible. Be consistent. Do not make claims that you will never shop there again if that isn’t a possibility, like at the only grocery store near your home. That will only make you look silly. If you say that you are going to follow up with a call or a letter to their corporate office, be sure to do so and use all of the same tips listed in this article. Many stores get an immediate or monthly report on their store’s feedback from their customers, so they will know if you do not follow through.
Acceptance
There will be times when what you are asking for is simply not possible. Be willing to accept the fact that you may not get what you want. Ask instead if there is a middle ground or alternate solution to alleviate your situation. Remember the situation at each business so you do not get caught in the same situation twice. If you know that a certain business provides poor services, then do not use them again and save yourself a second disappointment. If you know a store does not take any merchandise back without a receipt no matter what the circumstance, then do not make this attempt again and avoid the embarrassment. Once you realize that there is nothing that can be done for you, instead of getting upset and causing a scene, walk away with dignity knowing that they may have just lost your business and your referral. That is something very important over which you have complete control.
Katie Petre manages Customer Service for T² Communications, a CornerWorld Corporation company.
Tags: customer service, feedback, Katie Petre, manners, refunds