Think about it …
At what point do you decide you’re going to complain?
How disappointed, frustrated or angry do you have to be?
Why do you feel that way?
People complain because …
They’ve spent money and don’t feel they’ve got what they paid for.
They’ve invested time and effort in their purchase. Researching what they need, where they can buy it from, reading reviews, price comparison, making a decision, ordering – and what they get doesn’t live up to their expectations so all that time and effort seems wasted. Or they’ve taken time off work to use the product that’s broken, or have waited in for someone to come and deliver a service, like fixing their washing machine and they don’t turn up.
They’ve had to disappoint someone because of the product or service you sold. This could be a birthday party at a restaurant and the service was non-existent. Or a delivery not made on time. Or items needed to finish a client’s project don’t work as expected so the project falls behind schedule.
They’ve banked on the product or service to solve a specific problem, time’s short and it doesn’t do what was promised.
They’re regular customers, they love your business and have expectations based on previous experience. But this time they feel let down. They might not even be angry – sometimes disappointment from people you know and respect can feel just as bad, or even worse.