Topic: | Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Re:Wheelers Garden Centre | |
Posted by: | Adrian Irving | |
Date/Time: | 28/01/15 10:05:00 |
Adam, you like facts, fair enough. If you re-read the original post her main beef is not the loss of hedge but the way she was treated. Fact. It is also a fact that she was poorly handled when she complained. It does not matter how reasonable or unreasonable her complaint was, from Whealer’s post here we can see their attitude. In business complaints should be seen as an opportunity to create goodwill not as something to be ‘dealt with’ . I am an estate agent (boo hiss) and have had a few complaints over the years. Separating these from ones that may result in litigation I find the best thing to do is ask myself what I can do to put it right. For example the wind blows a for sale board over and causes damage. Did I create the wind, did I nail the board up? No, so not my fault right? Contact your own insurance company right? Fault or not I go out of my way to get the damage repaired, write an apologetic letter and send them a bunch of flowers, a create of booze or whatever may be appreciated. What happens then, the person concerned will sing your praises far and wide and not post on local forums out of pure frustration. As I said in a previous post too many companies, large or small have no clue how to resolve complaints. FACT. |