September 2 2008 by Ellen Roseman
That’s the title of a book I just picked up. The message is music to my ears.
The authors, both management consultants, say that customer complaints are not annoyances to be dodged, denied or buried. Instead, they are valuable pieces of feedback that can be used to improve an organization’s products and services.
The book is dedicated to Confucius, who wisely pointed out, “A person who commits a mistake and doesn’t correct it is committing another mistake.”
I love it when companies take mistakes to heart. They’re happy to get the complaints I send and rush to correct not just the individual’s problem, but the systemic problem.
Future Shop, for example, welcomes complaints from the media, as you can see from the comment below. But the ordinary shopper doesn’t get the same warm reception.
What happens when you complain? Do you get treated as an annoyance or a pain in the butt?
On the other hand, do you ever feel you were appreciated as a messenger telling the company what is going wrong and can be corrected?