With such great strides achieved in the development of efficient business processes and the automation of supply chain management over the past 20 years, the level of complaints made to any business should have fallen significantly.
Customer relationship management (CRM) technologies should also have resulted in companies delivering tailored products and services to consumers, so that not only could they buy what they wanted, but what they bought would do what it was advertised to do.
The reality is very different – we live in a culture of complaining.
Partly, this is due to the evolvement of consumers, whose expectations have been raised consisently and who now expect the earth at the lowest possible price. Present consumers will always be dissatisfied, because nothing can live up to their expectations, while the supplier has no chance of satisfying customers who expect the unattainable.
No one can win in such a culture.
At the heart of this problem is a lack of respect between consumers and suppliers.
If suppliers showed more respect for consumers and restricted themselves to making promises that they could deliver, they would have more chance of satisfying their customers. In return, consumers would have more respect for suppliers, because they would know that the products they supplied lived up to their promises.
Such respect would be both realistic and courteous.
Are we ever likely to achieve such a culture? Who knows?
In the meantime, please and thanks has created three new polite prompt sheets in its courtesy toolkit offering advice on aspects of complaining:
There will always be times when genuine complaints are justified, but perhaps we should all examine our attitudes and ask what effective the culture of complaining has on our lives.
- To view or download the prompt sheets, go to the please and thanks courtesy toolkit