26 Reasons To Love Those Who Complain
Don’t you just hate it when people complain?
I remember going out with a feisty girl at university who always insisted on telling the restaurant manager if the service or food had not met our expectations. She would make her detailed complaint and then politely ask for a reduction on the bill in appreciation of her helpful comments. I admit, I found each episode embarrassing although I admired her for her pluck. In fact, I’d much rather have left disappointed with the restaurant than actively complained at all.
If you felt this way then you are not alone.
Ratio of those who complain to those who don’t
The ratio of those who are dissatisfied and complain to those who don’t complain is 1 : 26 (Huba, J. and McConnell, B. ). That is a pretty amazing statistic.
Therefore I recommend that next time someone complains, thank him or her profusely; in all probability 26 others have already felt the same way. In conclusion, we really should learn to love those who complain.
Further Reading: Huba, J. and McConnell, B. (2007) “Creating Customer Evangelists – How Loyal Customers Become a Volunteer Sales Force”. Chicago, USA, Kaplan.
Next Blog… 9 reasons to get testimonials.