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Bad service? Complaining is good

Voicing dissatisfaction can wake management from its stupor and improve service and quality for everyone.

By MSN Money Partner May 23, 2012 11:13AM

This post comes from Kentin Waits at partner blog Wise Bread.


Wise Bread on MSN MoneyHave you ever been out for dinner with someone who won't complain? Regardless of how terrible the service or remarkably bad the food, your companion just shrugs or sheepishly makes an excuse on behalf of the waitstaff or chef?


Image: Sheep (© Fancy/Veer/Corbis)It happens all the time. The dry cleaner who turns your cashmere cardigan into a very expensive sweater for a teacup poodle. The pizza delivery guy who drops off a cardboard Frisbee covered in tomato sauce. The car repair shop that transforms a "clink-clink-clink" sound into a "clank-thud-gasp." Everything and everyone gets a free pass. (See also: "How to get what you want on customer service calls.")


Some might argue that these non-complainers are just more peaceable creatures, naturally disinclined to offend or make waves. But I assert that they're wreaking havoc at every turn and contributing to mediocrity. You see, done right, complaining can be quite wonderful and productive. Here's why:


It shows you're not a passive consumer. Complaining shows you're an actively engaged customer, conscious about service and concerned about value. It helps combat that perception that consumers are sheep and will follow the herd no matter how underwhelming the experience. (Post continues below.)

It implies that you're vocal. Complaining suggests to businesses that you're not only aware, but vocal. When there's a problem, you'll call it out. When your expectations are exceeded, you'll recommend the business to friends.


It communicates a certain expectation of quality and satisfaction. The baseline for all businesses should be to meet their customers' expectations. Smart businesses go one step further and try to delight their patrons. Pointing out issues when they occur simply communicates that you're paying attention -- that you're aware of the unspoken agreement between business and customers and understand what the baseline should be.


It tends to improve quality for other consumers. Complainers speak on behalf of all customers. Problems are sometimes isolated incidents, but in some cases they're chronic. Voicing dissatisfaction can wake management from its stupor and benefit service and quality for everyone.


It calls attention to issues that may not be noticed by management. Consumer passivity can sometimes let dangerous or unhealthy situations persist. For example, making a business aware of undercooked chicken, a sagging step, or a lead-footed delivery driver can help it avoid potentially costly issues later.


How to make constructive complaints

Vocalizing dissatisfaction can be cathartic, but there's a fine line between constructive complaining and angry venting. It's always best to avoid making any situation personal. Keep your complaints rooted in calmness and focused on a solution. Whether you're giving feedback  directly to a staff person or a manager, frame your conversation by first answering these fundamental questions:

  1. What's the issue?
  2. What were your reasonable expectations?
  3. How were your expectations not met?
  4. Were there any unusual or extenuating circumstances not within the business's control?
  5. What would resolve the situation?  

Remember, keep things civil. Even if you're hitting a brick wall and getting no satisfaction, rising above the situation will always serve you best in the long run. That doesn't mean you can't escalate the situation; it just means you may need to go a different route.

Complaining gets a bad rap in our modern world. We're so busy, so plugged in, and so afraid of offending someone that we sometimes forget the power of a little righteous indignation. Stopping to talk about our experiences -- good or bad -- gives voice to others and (hopefully) makes things better for the next person.


Do you have a friend who won't complain? What have they suffered through to avoid confrontation?


More on Wise Bread and MSN Money:

May 23, 2012 2:47PM
I do complain when things are not to what I feel they should be epically at restaurants. For example of a time I will complain restaurant nearly empty and I see the server/ other wait staff once to take our order and once to drop off our meal.
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