Have you ever complained about a service to company/manager and received an apology and/or response to your satisfaction?
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Absolutely. And I go as high as I can in the responsibility chain – usually get quicker results that way. (And I’m quick to send praise the same way, too.)
We complain regularly — and we also compliment. My daughter explains, “if we were unhappy we would have complained, so — since we were so pleased with the service — I’m calling to thank you.”
I also keep track of who responds, and whether the response is appropriate. I know a form letter when I see one.
I have had excellent response to complaints, and only complain if something is egregiously wrong. LIke the other two, I am also very good to compliment, when appropriate.
Best response I got was a $100 gift certificate for dinner at a fancy restaurant. The chef said my letters was the best complaint letter he’d ever received.
I rarely complain, so when I do, it means something was absolutely awful and unacceptable. In that case, I’m not sure any apologies fix it. I do appreciate the gesture, though.
Complaints are a perfect way to get a business owners attention, especially when it comes to getting a refund. Sadly most businesses won’t take a second glance at you unless you cause a stir, that’s just the nature of things. Social Media has absolutely changed the game IMO, with it being easier than ever to gripe about poor service or products online.