Compliments, Complaints, And Cool Consumers

I've been hearing that frugal is the new "black". That might depend on what sort of consumer you are. Some complain long and loudly,but rarely bother to "do" anything. I always wonder why people invest so much passion into a reaction, but don't bother to "act". Next time you feel failed by a product or service, invest 30 seconds in looking for a customer service number...usually toll free.

Email usually is a waste, unless you are trying to ferret out an address...but most email replies for complaints are pretty lame. The toll free people will usually DO something...such as send coupons to replace bad product, or refunds. They will ask you questions, about barcodes, and expiration dates. They may ask where you purchased the product. But the reward is getting an active resolution to your problem.

What good does it do to complain? Plenty.

If you really want to get notice, WRITE A LETTER, put a stamp on it, and send it via snail mail. Again...email is easy, so go the extra yard. Turns out that few people bother writing letters today---so they get attention. Neat, huh?

Here's a really cool thought. When something goes well...how about a compliment? Those 800, and 888 lines can also deliver THOSE. when someone really does a good job, their boss should know. A few months back, I left a voice mail with the district manager of The Bank, in South Jersey. Why? Because I was delighted with the service I've been getting from them since I opened an account. After years of dismal treatment at my last bank, I was floored by how personal, and personable their whole staff was. So i left the message, along with my sincerest thanks.

I named names. I recounted the things they did that struck me as beyond the call. And I left my number, and name. i got a lovely call back, and when I went to the branch the next time, they told me the manager had visited...and PLAYED my message for them. Neat!

So, to sum it all up...complain when you need to...to the right people. Use those 800 numbers! Don't allow your money to be wasted, to no good advantage. When you really need attention to an issue, write a letter. And don't forget...most people will complain, given half a chance...but people who do their best for you deserve recognition...so give them kudos with equal gusto!