Every company gets them, but very few like to talk about them. I am, of course, talking about Complaints. Some companies don't bother to answer them, and others respond inadequately. Very few are able to deal with complaints correctly. Infuriating? Most definitely!
Complaints are a signal and an opportunity. The customer wants you to improve your service if you are to retain their custom (signal). You write back to apologise (always), and perhaps state the reason for your error, together with a plan on how it won't happen again (opportunity).
You can always tell what kind of company you're dealing with, by the way they deal with your complaint. We received an average of one complaint per year over the last 10 years. Still too many for my liking. We deal with them openly and decisively by listening, taking action, and restoring confidence.
Our customers built our reputation - and it's more valuable to us than profit. We will never let them down. Blackwing Executive Chauffeurs. We make it look easy... www.blackwing.co.uk