Retail Observer

RETAILOBSERVER.COM SEPTEMBER 2025 24 I t's human nature for most of us to do anything we can to avoid confrontation. That's often true even when we have a complaint about a product or service we purchased and that didn't live up to our expectations. Often, we get so worked up that we march into the offending business with a chip on our shoulder and do exactly the opposite of what we should do to get the problem solved to our satisfaction. We're scowling as we walk through the doors, and we're demanding as we describe the situation to the employees, raising our voice as we do so. What we must realize is that being angry and aggressive will work against us. The end goal is to get the problem resolved, not to put the employees on the defensive. Just like bighorn sheep, when we lock horns, we get nowhere. By following these steps you can complain with confidence and get what you want: 1. Have a friendly, positive attitude. This is important, because you want to make the employee feel like you are his or her friend. This is important because friends have empathy for friends who have problems and are eager to help them. When you approach an employee to register your complaint, smile, introduce yourself, ask for their name, and shake their hand. You've now formed a personal bond with the employee, and that bond will work in your favor as you go through the process of registering your complaint and solving your problem. 2. Identify the problem. Is your Internet speed not as promised? Was your printing job less than stellar? Is your car still making that rattling noise? Before you leave your home or office to visit the business and register a complaint, know exactly what you want to say. 3. Bring receipts and other documents with you. They are proof of your purchase and detail how the product should work or should have been processed. 4. Be pleasant. Say, "I have an issue. I realize that you didn't personally cause this problem, but I hope you can solve it for me." You have now acknowledged and recognized that he/she has the power to help you, elevating the employee's status to one of problem solver. 5. Offer suggestions for how you would like to have the problem solved. Do you want to keep the product but get a partial refund? Do you want to return it and get a complete refund? Or do you want to have it replaced? Then ask the employee what he or she can offer you. 6. Recognize that not all companies empower their employees to give you what you want. In that case, thank the employee, and ask to speak to the manager. You'll have to repeat everything you told the employee, but realize that this isn't a power play, it's doing what you'll have to do to resolve the issue to your satisfaction. If the manager doesn't solve the problem, don't hesitate to contact the company's president or CEO. 7. If all else fails, you can contact the Better Business Bureau or the trade association that oversees the company you are dealing with. In any conversation you have with employees or managers, treat them with respect. When you show respect, you get respect. You also motivate the person you are dealing with to solve your problem. John Tschohl Customer Service John Tschohl is the founder and president of Service Quality Institute, a global leader in customer service. He is considered one of the world's foremost authorities on all aspects of customer service, and is the author of several books including Moving Up: A Step-by-Step Guide to Creating Your Success. His monthly strategic newsletter is available online at no cost at www.customer-service.com. COMPLAIN WITH CONFIDENCE: HOW TO GET WHAT YOU WANT RO

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