We've all encountered bad customer service, faulty products and less-than-spectacular dining experiences.
Furiously letting the issue go is not a productive option. But contacting the company to get the problem fixed can take some effort and strategy.
In today’s web-based world, crafting a proper complaint and submitting it online is often the most efficient and effective way to see results. Here's how to get it done.
1. Collect your thoughts and concerns
Calm down and plan a strategy
One of the biggest mistakes dissatisfied consumers make is getting upset and lodging complaints when they’re emotional. Although you may get a manager’s attention with an angry rant, you’re likely to get better results if you lodge a clear and detailed complaint.
So, before you shoot off a hotheaded email, take a moment to calm down and collect yourself.
During this cool-down period, make a list of what your expectations were and how the business failed to satisfy them. You might ask a friend for an honest assessment of the situation. A little input can help you narrow down and clarify what you want to say.
2. Send a clear message
Write a clear and concise email
Avoid the temptation to treat your complaint like a legal brief. If you create a highly detailed narrative longer than a paragraph or two, you risk losing your audience.
Keep your first paragraph fairly short. Use it as your hook — this is often the only part of the communication that will be read. Make sure you put in the basic information: your name, order number, date, place and time, and a concise sentence introducing your problem.
In a new paragraph, add details about your major gripes. What were you expecting, and how did the company fail you? Highlight the most vital concerns, and briefly explain why your experience was unacceptable.
3. 'Sandwich' your complaint
It's as simple as using the sandwich method
The “sandwich method” is a tried-and-true way to deliver criticism. The idea is to deliver your complaint sandwiched between two more positive statements.
For example, if you can say positive things about the products or your prior relationship with the company, use them to bookend your complaint. But never say you're a lifelong customer if it's not really true, because the company can easily look that up.
If you have enjoyed the company’s products or services before, note that as the main reason for your complaint. Businesses are increasingly focusing on customer experience, and bad feedback from a repeat customer cuts deep.
4. Use social media to escalate your concerns
Share your experience on social media
If the company doesn’t respond within a few hours, another way to reach out is through social media.