Picture this. You’re placing online orders and buying gifts for friends and family. Everything is going well until you encounter a customer service rep who is ‘far from pleasant.’ When faced with this customer issue, are you the type of person who asks to speak to someone in authority? Or do you simply let it go?
Truth is, most people don’t understand or exercise their rights as a consumer. Often people don’t stand up for themselves because they don’t like confrontation or think holding others accountable means you’re a “jerk” or bad person.
Embrace a “New York” state of mind by speaking up for yourself and requesting that others acknowledge and apologize for their wrongdoing. Being a great consumer advocate is a great way to practice your business and negotiation skills outside of the workplace. Here are seven (7) things to consider the next time a person, brand, or business fails to meet your expectations.
1. Educated consumers know their rights: We have all heard the saying - “the customer is always right.” However, you need only check out Yelp or Trip Advisor for a few minutes to discover that many businesses don’t live by this adage. It’s your job as an educated customer to remind others that when in doubt – they should err on the side of the customer.
2. If it’s displayed in print, then businesses have to honor it: For example, if the shelf tag or coupon says 50% off your item/purchase but you are charged full price at the register - kindly ask the sales associate or manager to honor that price in print. By law, if a promotional sign is visibly posted, the business has to sell it to you at the “advertised” price. Remember, it’s not your fault that some employee forgot to take down the sign from last week’s sale.
3. Time is money, and you should request to be “compensated” when inconvenienced: Let’s say you’re in a clothing store and end up waiting 15 minutes for the associate to ring your purchase twice (once at a broken register and a second time at a register on another floor.) - what should you do? Politely ask to speak to the manager, explain the situation and the inconvenience you experienced. Chances are you will receive an immediate apology and/or a coupon for a future purchase.
4. Share feedback with restaurant management after you receive your food: We all have had a negative experience at a restaurant – long wait, bad food, receiving the wrong order. As someone who has worked in a restaurant, trust me when I say you can and should ask for problems to be corrected - just make sure you do so pleasantly and politely. Then AFTER you have received your food as you ordered it, ask to speak to the manager. Almost all food service businesses have coupons and comp cards for this very reason. And, if the manager fails to offer anything, be direct and ask that they make things right by taking the problematic item off the bill or ask if you can receive a free appetizer or dessert the next time you are in. Remember, we get in life what we have the courage to ask for.
5. Document and escalate the issue in writing: It’s one thing to voice your disappointment verbally to someone. However, chances are that person will tell you what you want to hear and then forget about you and your problem. It is far more powerful to take the time to document your feedback in an email or old-school letter. When it comes to customer service complaints, less than 20% of people actually put things in writing. Your words (and feedback) will have much power – when it appears writing. A simple and concise letter to the company’s corporate headquarters can result in free services, perks, and extras.
6. Demand the 3 A’s when you have not received great service: Anytime you feel that you have been wronged expect and demand three things: (1) an acknowledgment of what happened; (2) an apology for how you were treated and/or for the inconvenience; and (3) for the company to acquiesce - that is do something to make things right. Practicing the art of asking for these three things in a confident, non-confrontational way, can help you develop and hone strong negotiation skills that can be invaluable in your professional life or business.
7. Return products that are poorly made or break even after the warranty: Many people may think they are out of luck when a product breaks unless they have an extended warranty. However, many manufacturers and stores who pride themselves on providing exceptional customer service will often allow you to exchange a broken product or receive a store credit. All you need to do is to know when and how to ask.
Being an educated consumer can actually make you much more successful in business and in your professional life.
Know your rights as a consumer and start finding ways to hold others accountable for their product, manufacturing, and service defects. This week, when someone fails to meet your expectations – take a breath and a moment – then speak up for yourself.