Posts Tagged ‘Complaint’

Complaints and compliments: are you communicating?

conversation is king


Within 24 hours its easy to immerse yourself into an organisation or business and see when people arent communicating effectively. That’s not to say I would walk into a company with a negative frame of mind expecting to find failure. I most certainly wouldn’t. But as an outsider, it is easier to have a different perspective. It’s also easier to notice the good things – the compliments. This is when you see something and think (or say) “aaah I like that”.


Did you learn that etiquette tip as a kid? When you first meet or greet a person, you select one thing that you can say which is positive about them, and use their name with it eg, “its good to see you again Sue, and lovely to see you wearing that fabulous broach again”… or “its great to catch up with you jenny, you have a positive glow on today”. Try it. It’s lovely when it’s done. And it’s a good thing to do. #feelgood


Complaints are challenges. It’s the area we focus on because it teaches us that we need to learn, educate, and be aware. Complaints happen because we aren’t doing something right. When staff say “I don’t know what’s going on in this place”, it’s probably because no one is actually telling them. Or perhaps they think they are telling them however there are so many barriers in what is being said, they still don’t “get it”. You know the 10 times over edited document that went through 4 layers of approval process? You know what I mean.


Compliments are wonderful. But how often do you get them? How often does someone go out of their way to let you know you have done something right as an organisation and they like your service? Do we ever tell Telstra? Do we tell them that in all reality they do have the best mobile coverage available and if in business we are really quite grateful for them? I suspect not. But it’s true.


Of course, complaints and compliments are all linked to a single act. That is, the act of communicating. And this is an action. If I am frustrated, I communicate. If I am happy, I communicate. But to who? Compliments to an organisation or business take on a different perspective or challenge for an individual. It’s not a regular act… ie there is no call to action to get a result – the only result benefits someone else… and us humans don’t always act on that, do we. I know I don’t tend to share my compliments outside my friendship base. Its true. Ive never written a letter to compliment a company. Have you?


I have, however, written blogs.


So, social media has certainly added an interesting spin on this subject. Because here we can say what we think. We can share opinions. Either via a blog, or via one of the many news streams that clutter the airwaves… be it Facebook, Twitter, Posterous, LinkedIn or other. And those opinions are public. In this world, social media world, if you aren’t having your say, then you aren’t being social.


And in that context, in the business arena it can have a more overwhelming consequence. It’s a bigger risk. What are they saying? Do you really know?


FYI: CHARLIEDesign can monitor voice. We have the means. Having said that, Facebook is bound by privacy rules and so no-one can monitor that!


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