by Katherine Busby | 30 January 2015
I recently wrote a letter of complaint to a company because I had been unhappy with their customer service. It eventually resolved the problem I had been having with the company concerned. This got me to thinking about how often we complain about customer service, compared to giving positive feedback.
Often our first reaction to poor customer service is to make a complaint or comment on Twitter about how unsatisfied we are. It is so easy to only talk about the negative experiences we have.
However, it is equally important to let companies know when you are happy with their service, so they know what they are doing right! I am now trying to make more of a conscious effort to say thank you where an organisation has gone out of their way to help me, or if I have had really great customer service. For example a quick tweet to a restaurant will often be appreciated.
It always makes me smile when I receive an e-mail from a colleague or candidate to say thank you for something, I really appreciate that someone has taken the time to do this.
At Sellick Partnership, we have an internal system for letting each other know when a colleague has really gone the extra mile to help out another. I think it's great, because you might have helped someone without realising how much of an effect you have had. It is definitely a great motivational tool.
When was the last time you gave positive feedback? Let us know in the comments box below.