Consumer Complaints

It is difficult to acquire a devoted client, but it is far easier to lose him. Much of statistical information in this area testifies if clients believe that their complaints will be treated warmly and will bring to action, it is likely that they again will address the company. In addition it is easier not only to sell the goods to long-term clients – it is easier to serve them, after all, such clients know how to achieve the execution of their hopes. Company’s production, employees and system of business are familiar to long-term customers.

No Chance to Protect Oneself

As soon as people or companies give signs of the suspicious relation to complaints, clients start to show their resistance. Or, what is even worse, they can leave the company silently slamming a door, but later they will begin to give company’s testimonials to people around them. In such a situation the company will have no chances any more to protect itself.

Long-term Outlook

You can tell that consumers of cheap services are unworthy of big expenses. But here companies should see long-term outlook. Each cloth cleaning can cost about 10-15 dollars. However during life the client easily spends about 30000 dollars for it, not to mention his friends and relatives whom he will recommend to address to this dry-cleaner. In company Domino Pizza calculated, that regular customer spends about 5000 dollars during a period of 10 years. According to data of consulting group “Bain and Co.”, possessed in Boston, the profit can grow from 25 to 95 % - simply because of negative testimonials will decrease to 5 %. What easier way to save a client can be than attentive attitude to his complaints?

Increased Annual Income

No doubt researches show that because of rejection of complaints not 5 % of clients leave the company but much more. According to IBM, only less than half of consumers, whose problems were not decided, are going to work further with the company which have disappointed them. But practically all clients who think that everything can be settled to their pleasure say that they will give the company one more chance. Every year the saved client gives more profit.

Some companies fight for increasing of sales volumes to regular customers, for «a share of the buyer»; the concept “market share” means to work with a maximum quantity of buyers. Two thirds of sales in most of companies take place at the expense of regular clients. At least, the company usually knows that what kind of people are their clients and can interrogate them in the shops. While sometimes companies have no choose but it is easier and more cheaply to work with regular customers.

Ideally, it should not be necessary to complain, since in business everything should be done so carefully that no mistakes are made and nothing is damaged. Unfortunately, things do not work out perfectly. Errors occur and goods are mishandled, usually because of haste and lack of supervision. There is often a shortage of staff owing to illness or holidays, and there is sometimes a shortage of sufficiently trained staff, so mistakes are inevitable and customers complain. In my article you will find several rather useful pieces of advice to write successful complaint letter.

Consumer’s plan of actions

If a customer is dissatisfied with the execution of his order, he will complain. In doing so he should refer clearly to the articles in question, by referring to his own order number or to that of his supplier’s invoice, or both. He should then specify the nature of his complaint, and finally state what action he wants his supplier to take, if your letter expresses just negative emotions, but does not have clear demand, the letter will be of no effect. So the consumer should reach a goal – to receive compensation for failure to implement of business commitments.

Receive Compensation

On receiving the complaint letter the sellers will make investigations, and if the complaint is justified they will at once apologise to the buyers and suggest a solution. It should be a point of honour with a firm never to blame its employees when writing replies to omplaint letter: the firm has undertaken the work and the staff arc part of the firm, therefore the firm itself is at fault and must take the consequences.

Plan of Complaint Letter

1. Specify the nature of your complaint and use facts (date, sum, order number and so on.).

I am writing to you to complain about:

We very much regret to inform you that the quality of… We refer to the above order for

2. Use in your complaint letter phrases like these:

Unfortunately, I very much regret to inform you that, However, we have to point out that. As you will no doubt understand.

3. You may express your feelings, suggest some causes of the problem:

We very much regret to inform you that:. We can only presume that a mistake has been made…

We have always been able to rely on the high quality of the materials you sent us and we are all the more disappointed in this case

4. If it is appropriately, describe your acts to solve the problem.

As we shall have to take it back we must ask you to let us know, without delay, what you can do to help us in getting over this difficulty… You will find a list of the damaged and missing articles enclosed.

5. Demand from the company explanations, indemnification for the caused damage, and compensation of moral and material costs.

We must, therefore, insist that you observe delivery deadlines for future orders.

We must demand that you have to cover our expenses:.

Please arrange for the dispatch of replacements at once..

Could you please offer an explanation for this poor quality of your service.

6. Inform about measures which will be undertaken if your requirements will not be satisfied.

We must ask you to arrange for the dispatch of replacements for the missing forks at once, as we must meet a delivery date to our own customers. We must, therefore, insist that you observe delivery deadlines for future orders.

7. The standard ending of the letter.

We hope lo hear from you soon.
Yours faithfully.
Yours sincerely.