Articles with Complaints & Unhappy Customers

The Honeymoon Should Never Be Over

Romancing your prospects and customers is a good strategy - but it should never end once the contract is signed and you are wedded together. Long term marriages require a lot of hard work.

What I Learned from the Fire Department

They way the fire department and other emergency services respond to crises can teach us a lot about dealing with customer complaints in businesses. Her are some tips.

What the Heck Were They Thinking?

Companies of do really dumb things that just don't make sense at all. They lose deals because of this, and also risk losing their customers forever.

When a Whole Industry Needs to Take Responsibility

So Many companies refuse to do the right thing, starting with simple things like dumping concrete in public areas to treatinga whole bunch of customers shoddily and unethically. We examine alternatives to this here.

When Customers Go on the Warpath

What happens when a customer complaint explodes and is reported in both the traditional and social media? Companies need to react, or they will pay a heavy price.

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Where Does the Practice of Tipping Staff End?

Tipping is a practice which, in theory, ensures that service staff provide better experiences to customers. In practice, there is no guarantee, and it can become quite an expensive option.

Why Is It So Overcrowded in Some Stores?

Managers sometimes don't understand how important is the look and feel of the physical environment of their businesses. In this article we take a look at the problem of using customer space to pack stuff that should be in your warehouse

A Nation of Thugby* Enthusiasts

South Africans - like many other nationalities - are brought up to fight for everything, to defend everything aggressively, to never surrender. That's great if you are fighting a war, but not so good for customer care.

Advertising is Not Dead - Yet. But it is on Life Support

Companies persist in wasting money and time doing advertising, promotions and sales using methods that have become obviously useless, and it now worse with internet and smartphones. What is the alternative?

Another Way to Rip Off Your Customers

In times like these, companies look for whatever advantages they can in order to remain profitable. But it's a bad strategy to steal from your customers.

Are Delighted Customers Always Loyal Customers?

For a few decades we have believed that having delighted customers translates into the elusive goal of having loyal customers. And while there is a small correlation, sadly, it’s not always true.

Be Gentle on Your Customers

Bad manners never gets you anywhere in life, and even more so when you need the cooperation and support of your customers. It seems some companies will never get it.

Elections … The Customer Satisfaction Survey With a Kick

The ultimate customer loyalty survey occurs when we vote for our next government. Just as in commerce, it's not always rational, but at least we get a chance to vote if we are unhappy with the supplier - the political party in power.

First Impressions Really Count

It is often said that "Your attitude will determine your altitude," but what should people who deal with customers say and do to achieve success? Some practical hints about how you come across may help.

How Hard Can It Be?

Some businesses seem to go out their way to make things hard for customers, causing endless frustration for customers - and their staff. How hard can it be to identify and analyse the "dumb things" that your company does, and implement projects to remove these permanently?

How to save your business from difficult customers

Unhappy customers often show poor courtesy, rudeness and bad behaviour when they are unhappy. Some of the “lesser” bad behaviours include cheap shots, cynicism, and sarcasm, but can also include exaggeration, scepticism, unreasonableness, demanding behaviour, impatience, and some mild swearing and insults. Even though we may not like their behaviour, we need them more than they need us. So what actions can you take when you have a difficult customer?

Is There a Drug Against Rage?

Calming down unhappy and angry customers may not be as difficult as you think. The skill of empathy is probably the most powerful tool you have in calming them down, and connecting with people generally. In this article we examine some hints on how to do it right.

Is There a More Arrogant Company than MultiChoice/DStv?

Cable TV provider Multichoice/DStv have been completely incompetent in resolving a simple customer problem. What can your business learn from their failures?

Less Victims and More Heroes Needed

All companies can learn lessons from the way in which hotels deal with their customers. Some are very positive lessons, but some come out of really awful experiences.

Let’s See How Rude We Can Be!

Emails are never a good source of communication with customers, but it's even worse when they are not used properly

Lipstick on the Mirror

Most organisations do really dumb things sometimes - and pay the price. Sometimes a simple solution can make a big difference.

Miao! & Woof! How to Deal With Pets in Your Business

When customers come into your business bringing their pets, it can create problems for you. Here we examine some possible solutions to avoid trouble

Nanny state rescues banks, but you’re on your own

Every few months yet another law seems to be passed to "protect" us to the point where it seems impossible to do anything without too much bureaucracy. It doesn't work!

No, You CAN'T Have It All

In today's turbulent times, many companies are cutting back on quality and service. If customers think that prices don't show the same decrease, you will get into trouble.

Customer self-service

So many businesses become so enamoured with their products and offering that they forget that it's about what customers need and want. Getting a video camera to produce some simple YouTube videos turned out to be a nightmare. Except for the last store.

Problem Recovery, the Maslow Hotel Way

It really doesn't take very much to recover from something that goes wrong. Here are some ideas from a potentially disastrous experience at a hotel where the managers and staff took action which guaranteed successful resolution, and becomes the stuff of legend.

Stop Trespassing on My Real Estate

Companies today are looking for any way to promote mass advertising, and they are using the internet to do so. They are making more enemies than friends by pushing unsolicited and unwelcome adverts everywhere.

Should I Stay or Should I Go?

How to deal with the inevitable delays and queues that keep customers waiting in frustration