This week, we’re sharing on social a favorite “Dear Patrice” that highlights (3) three pointers to help you stand up for yourself when a business or brand doesn’t deliver or meet your expectation. Here are a few great suggestions to help ensure that someone makes things right.
Tip 1 - Start with the facts and your strongest evidence. If your service provider was hired and paid to provide (3) three hours of services but only provided (2) two hours, you should first be compensated for that missing hour. Be sure to express that good customer service starts with receiving what was purchased/outlined in a contract/agreement.
Tip 2 – Ask for current and future discounts and free services -- and be specific. Businesses have a much greater ability to offer deeper discounts on future services. For example, when your AC is not working properly in your room or rental car - ask a front desk supervisor/rental car manager to take make a 25% adjustment to the current bill but also ask for a 50% discount for a future stay.
Tip 3 – Keep your cool. Many people make the mistake of thinking that they must raise their voice, make threats or yell to have someone take their complaint seriously. The opposite is true. Be firm but pleasant. State the facts and clearly explain how you want them to make up for the mistake/problem. And, if possible, try to find ways to acknowledge and appreciate staff who apologize, acknowledge the wrong, and made efforts to make things right.
