SCORE Small Business Blog

Management: The Art of Complaining
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Improve Service with Constructive Feedback

We are taught that it is not good to complain, but think about all the times you did not complain when you received bad service, a faulty product or an extra charge on an invoice?

In fact, your vendors need to know when there are service and/or product deficiencies. You can make a difference by bringing the problem to the attention of management. Just as you value feedback in your business, the companies you work with also appreciate it.

How to make a complaint:

  • Speak to the person in charge.
  • Voice your concern when the problem occurs.
  • If you don’t get results, put it in writing and send it to the owner or vendor to recap the situation with dates of occurrence and keep track of the dates of communication.
  • Most companies will respond to complaints and correct the problem.
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If you do not get results, contact The Better Business Bureau, Department of Consumer Protection or go on web sites that rate businesses, such as www.yelp.com and www.Angieslist.com, etc. In these tough economic times, even entrepreneurs have to be smart about where they spend their hard earned dollars. Just as you ensure your customers are satisfied, it is essential to make sure that you (the entrepreneur) also receive the service you need. Don’t be afraid to ask for it.

But don’t forget, when you receive superior service or an excellent product, it’s good to send a compliment to the vendor or supplier. It always makes people feel good and great work should not go unappreciated. Being complimentary costs nothing and goes a long way!

Julie BranderBusiness Mentor, SCORE New Haven
Julie has been a SCORE volunteer since 1997. She has 20 years of experience in business, starting a manufacturing, wholesale and retail jewelry company. After selling her business, she dedicated herself to helping other entrepreneurs start and expand their business.
www.scorenewhaven.com | @juliebrander | More from Julie

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