I often hear from people who are owed thousands of dollars because of corporate errors and malfeasance. But I’ve come to conclude that the dollar value of a complaint isn’t as big a deal as the principle involved.
Those with just a small amount of money at stake can be equally, if not more, outraged at how they’re treated. They can become frustrated — to the point of obsession — when companies ignore them. And a corporate failure to communicate drives customers to the media.
Companies have to listen and respond to ordinary people without fobbing them off on third-party call centres. Otherwise, they will continue to get a bad rap for service, which can damage their reputations and their share prices.
Here are a few laments that came my way today, including a Tim Hortons story that took just a few hours to resolve.