Dear Customer, Your Voice Matters: Learn to Demand Better Service!

Recently, my brand-new pretty suitcase suffered damage during a local flight with a Nigerian airline. I mean it was just a one-hour flight! What could have gone wrong? I was bummed when I realized this.

I brought the damaged suitcase to the attention of the first official I met, who tried to pacify me in order to deter me from a formal complaint. After that encounter, I left for home dissatisfied and decided to make a formal complaint, and with some persistence, the airline agreed to repair it.

It was a bitter-sweet victory for me because even though I got their attention and the resolution I desired, I felt exhausted like I had just been in a ring wrestling for the prize of a championship belt.

Speaking up to demand your right is no small feat so for customers who are good at putting service providers on their toes, I say "Here are your flowers".

I appreciate customers who voice their concerns because such situations deviate from the norm. Not many customers like to complain. Customer feedback stats by Esteban Kolsky states, that only 1 in 26 customers will tell a business about their negative experience. The other 25 will simply leave without explaining or complaining.

There are various types of complaint personalities: the meek, aggressive, high roller, rip-off, and chronic complainer. There is also the perfectionist, silent sufferer, constructive critic, social sharer, and frustrated fast-talker. Their names aptly capture their behaviors. Yet, many choose not to make a complaint, for various reasons.

1. Fear of reprisal is one. Customers worry about disputes among service providers or personal attacks on employees. Complaints can lead to tricky situations. No customer wants to be the reason an employee loses their job, especially if the customer is seen as being responsible for the job loss.
2. Effort is another deterrent. Complaining requires time and effort which many are unwilling to invest. In fact, in my case, I noticed that the agent handling my email correspondence kept the email thread unnecessarily long by asking questions with every email, rather than all the necessary questions in one email. When I got to the airport to speak with the officer in charge, he was nowhere to be found and then the correspondent there kept saying ..."The process is very long and complicated". Yes, that came from an airline official. Complex complaint processes also discourage customers. When the path to complaint is tedious, customers often drop off or give up altogether.
3. Then there's the perception that complaints won't yield action. Promises of customer-centricity can seem empty. In a survey conducted by Software Advice 42% of customers alleged that they never received any response to online reviews (https://www.softwareadvice.co.uk/blog/2746/how-effective-company-responses-online-review)
4. Lastly, limited communication channels hinder complaints. If suitable channels aren't available, customers may not bother to complain.

In essence, customers hold back for many reasons but it's vital for businesses to address these concerns. Encouraging open dialogue, demonstrating commitment to resolutions, and providing accessible channels can make customers feel valued and heard.

So, dear consumers, let's speak up for the service we deserve and help businesses deliver their best!

#CustomerFeedback #BeTheVoice #BetterService