There's gold in complaints, if you look for it
An angry client, and a complaint. We all hope in business that we won’t get them - customer complaints, that is. In one sense, they’re failures - we’ve failed to satisfy a customer.
But there can also be an opportunity. One reason why ISO 9001 requires ‘effective arrangements’ for communicating with customers, and customer complaints. Here’s how one company pulled success out of the jaws of failure - and did it brilliantly.
I’d been asked to take part in a business event for a client. Someone from another company (let’s call them Greens) came to deliver a particular service.
I thought the work of Greens’ rep ranged from barely adequate todownright poor. He seemed more interested in being the expert, rather than delivering service, telling the client what to do, but without bothering to ask questions first!
A few days later, the same thing happened. Different client, different rep ... but even worse. This rep. was actively rude, with a lack of customer service I found appalling.
The problem: in each case, the client needed the service.
What to do? I rang a contact at Greens, and outlined my concern.
And that’s where it got interesting.
Her response was immediate: Greens didn’t condone such behaviour.She gave me details of their manager, and promised to contact the general manager.
When I returned to the office, a manager was on the phone. He didn’t justify, argue or blame, but focussed on finding out the facts. He immediately offered to replace the rep. And would I make the complaint official?
Hmm. There were some potentially tricky issues about that, for me and for the clients. I had to consider the issues and the possible ramifications. But I also felt strongly about it as unacceptable.
With client permission, I wrote a letter. Set out our expectations,then explained what the clients had received. What we were unhappy with and why, the lack of value, or service, with specific examples.
And yes, I had it reviewed before I sent it.
Now, I’ve needed to deal with Greens, off and on, for some years, and been under-impressed a number of times. At this point, I was disappointed with the company in general, and with these events in particular.
But as I experienced their response, I was both surprised and delighted. Way above 'just average', they demonstrated an almost textbook example of how to respond.
The managers initiated discussions about action to rectify each situation. And, would I be willing to come and discuss further? Lunch? Then, over lunch with executive management, the business side of things was handled skilfully and professionally, with pre-planning evident.
They used it as an opportunity not just to address the two specific complaints, but went further and gathered more information. Were there other areas where they fell short? Yes? Could I give examples or details?
These were managers genuinely concerned with improvement, not just pacifying or pretending, but actively seeking opportunities for feedback and improvement. Even in difficult situations.
‘They just soft-soaped you,’ you might say. Not so – one has to look at what is done, not just said. The response throughout was all one could wish for: prompt, professional and positive.
The resolutions took time to negotiate, but both clients & I are satisfied. These include replacement of person for one client, no charges, and Greens accepting they have lost the other client permanently. (That client was already deeply dissatisfied, and that event was the last straw.)
But Greens have also increased lines of communication, extended their network, gained useful feedback, and provided themselves with an avenue of further feedback. I've already been in a position to do them a favour - and did.
And the next time I was asked for my opinion of Greens, my response was very different from what it had been. And to what it would have been if they had just brushed off my complaint.
Have a good week in business.
~~~~~~~~~~~~~~~~~~
Jane Bennett is a quality management consultant, a business coach and author of the 'DIY ISO 9001 Pack'. www.mapwright.com.au
~~~~~~~~~~~~~~~~~~~
Need to get ISO 9001 but don't know how? Tired of battling with it?
The 'DIY ISO 9001 Pack' shows you how to get ISO 9001 fast without struggle and without spending a fortune.
Click here> http://www.mapwright.com.au/DIYPack.html
** Ezine editors / Site owners **
Feel free to reprint this article in its entirety in your ezine or on your site so long as you leave all links in place, do not modify the content and include my resource box as listed above. If you do use the material please send us a note so we can take a look. Thanks.
© Mapwright Pty Ltd
But there can also be an opportunity. One reason why ISO 9001 requires ‘effective arrangements’ for communicating with customers, and customer complaints. Here’s how one company pulled success out of the jaws of failure - and did it brilliantly.
I’d been asked to take part in a business event for a client. Someone from another company (let’s call them Greens) came to deliver a particular service.
I thought the work of Greens’ rep ranged from barely adequate todownright poor. He seemed more interested in being the expert, rather than delivering service, telling the client what to do, but without bothering to ask questions first!
A few days later, the same thing happened. Different client, different rep ... but even worse. This rep. was actively rude, with a lack of customer service I found appalling.
The problem: in each case, the client needed the service.
What to do? I rang a contact at Greens, and outlined my concern.
And that’s where it got interesting.
Her response was immediate: Greens didn’t condone such behaviour.She gave me details of their manager, and promised to contact the general manager.
When I returned to the office, a manager was on the phone. He didn’t justify, argue or blame, but focussed on finding out the facts. He immediately offered to replace the rep. And would I make the complaint official?
Hmm. There were some potentially tricky issues about that, for me and for the clients. I had to consider the issues and the possible ramifications. But I also felt strongly about it as unacceptable.
With client permission, I wrote a letter. Set out our expectations,then explained what the clients had received. What we were unhappy with and why, the lack of value, or service, with specific examples.
And yes, I had it reviewed before I sent it.
Now, I’ve needed to deal with Greens, off and on, for some years, and been under-impressed a number of times. At this point, I was disappointed with the company in general, and with these events in particular.
But as I experienced their response, I was both surprised and delighted. Way above 'just average', they demonstrated an almost textbook example of how to respond.
The managers initiated discussions about action to rectify each situation. And, would I be willing to come and discuss further? Lunch? Then, over lunch with executive management, the business side of things was handled skilfully and professionally, with pre-planning evident.
They used it as an opportunity not just to address the two specific complaints, but went further and gathered more information. Were there other areas where they fell short? Yes? Could I give examples or details?
These were managers genuinely concerned with improvement, not just pacifying or pretending, but actively seeking opportunities for feedback and improvement. Even in difficult situations.
‘They just soft-soaped you,’ you might say. Not so – one has to look at what is done, not just said. The response throughout was all one could wish for: prompt, professional and positive.
The resolutions took time to negotiate, but both clients & I are satisfied. These include replacement of person for one client, no charges, and Greens accepting they have lost the other client permanently. (That client was already deeply dissatisfied, and that event was the last straw.)
But Greens have also increased lines of communication, extended their network, gained useful feedback, and provided themselves with an avenue of further feedback. I've already been in a position to do them a favour - and did.
And the next time I was asked for my opinion of Greens, my response was very different from what it had been. And to what it would have been if they had just brushed off my complaint.
Have a good week in business.
~~~~~~~~~~~~~~~~~~
Jane Bennett is a quality management consultant, a business coach and author of the 'DIY ISO 9001 Pack'. www.mapwright.com.au
~~~~~~~~~~~~~~~~~~~
Need to get ISO 9001 but don't know how? Tired of battling with it?
The 'DIY ISO 9001 Pack' shows you how to get ISO 9001 fast without struggle and without spending a fortune.
Click here> http://www.mapwright.com.au/DIYPack.html
** Ezine editors / Site owners **
Feel free to reprint this article in its entirety in your ezine or on your site so long as you leave all links in place, do not modify the content and include my resource box as listed above. If you do use the material please send us a note so we can take a look. Thanks.
© Mapwright Pty Ltd
posted by JaneB at 6:33 PM
