Amazing Complaints

The word "complaint" is generally perceived negatively and is one of the most sensitive points for organizations. Sometimes, it even gets to the point where complaints are swept under the rug to avoid reprimand or punishment from superiors.

Just like when we broke a vase as children, and it eventually becomes clear that the vase is missing from its usual spot, and everyone realizes what happened to it.

However, as children, we never think that the main issue isn't the vase breaking but whether it injured us.

Life is full of manifestations, and in healthy companies, the same principle applies.

More important than why we received a complaint is how we can address it without harming ourselves, our colleagues, or our organization, and how we can prevent it from happening again.

We can categorize complaints into three general types.

Noisy Complaints:

Complainants express their issues loudly.
They exaggerate events. They are closed to communication.
Sometimes they shout and may even resort to insults.
They demand immediate solutions and maintain a negative attitude until they calm down.
They don't consider those around them, causing discomfort to others.
They use social media as a stress relief tool and are inclined to voice their reactions across multiple platforms before calming down.

Friendly Complaints:

Complainants express their issues in a low tone and with a constructive attitude.
They are usually regular visitors who like the place or store and approach with good intentions to prevent the issue from recurring. They are open to communication.
They don't speak loudly and approach with empathy.
They usually don't expect immediate solutions but don't want to encounter the same problem when they visit again.
They are considerate of those around them and take care not to create a negative impression of the place.
They don't mention the issue on social media. They might even share positive posts about the place or service as a goodwill gesture.

Backdoor Complaints:

Complainants don't express their issues while at the venue. They are constructive and appreciative while there.
After leaving, they voice their complaints on different platforms.
They sometimes tell their friends and criticize the service, often voicing their complaints about the place or service on social media.
They are likely to exaggerate the issue.
These types of complaints are usually planned and shared logically.

So, which of these complaints do you think harms the organizations we work for or us?

The usual responses are in favor of "Noisy Complaints" or "Backdoor Complaints." "Friendly Complaints" are generally seen as quite sympathetic.

The truth is, we can never be certain which type of complaint will lead to more serious consequences!

They say, "The greatest hatreds come from the greatest loves."

Imagine this scenario...

You've been shopping at the same store for years. You've bought countless products and paid substantial amounts. Everyone from the store managers to the employees knows you very well.

Then one day, a problem arises with a product you purchased that wasn't your fault.

You take the product to the store and explain the situation to the store manager, all the while ensuring that other customers don't hear, so they don't form a negative impression of the store. You trust your problem will be resolved.

You hand over the product and start waiting for news. You think it will be sorted out and don't follow up for a long time.

Then it crosses your mind...

"It's been a week and a half, and I haven't heard anything about the jacket I brought in. I should stop by the store today and ask what's going on."

On your way to the store, you tell your closest friend about the store's quality products and how you've been shopping there for years.

Then you find out that your return was rejected. Moreover, because you're a frequent customer, they've focused on more "sensitive" customers' issues and didn't even bother to inform you.

What would you think at that moment?

"Shame on them! After all the shopping I've done, all the money I've spent, and never once being a difficult customer, this is what happens the first time I have a problem. And now I'm embarrassed in front of my friend for praising this store so much!

If they treat such a loyal customer this way, imagine how they treat others!

I will never set foot there again.

And I will share my experience with everyone I know and don't know. Let them know what this brand is really like so they can make informed choices!"

Does this sound familiar?

If you want to be well-regarded and remain in the good graces of your customers or guests, take every complaint seriously.

Remember, most defeats happen when we are least prepared.