During the past two posts I’ve been mentioning feedback and answering to it quite often. Why, you might ask. Well, have you ever given or tried to give feedback to a company online?
There are three (3) things that you usually encounter:
There is not a public way for giving feedback. You cannot post anything to the company’s social media site, because it is closed. You can either send email to the company or fill in a form, if you do not find your answer in FAQs.
Which, by the way, is also a dumb thing … instead of appreciating the customer and being prepared to answer his/her questions, companies quite often make the customer to read the FAQs first. Even though I understand it might be frustrating to answer the same question over and over again, why cannot they send you the link to the answer in FAQs instead of making the customer browse lists of questions.
And once you send the email, you do not know if it has gone through and/or if anyone is ever going to answer it. Not good, says the online ogre 🙁
If you happen to find a company that lets you send messages to their online sites, you cannot post anything negative there. Once you try to give negative, but constrcutive, – as we enlightned customers always do – feedback, you just notice it will be deleted in no time and you will be blocked from that site.
Has happened to me at least 🙁
And three, if you happen to be able to post your feedback and if it will be even answered, it is quite seldom constructive. Usually the fault is in customer, either s/he has understood something wrong, has done something wrong or is some other way just dumb and uncabable of handling things in the right way.
So here comes couple of examples of the last one:
Here is a Tripadvisor review I wrote a couple of years ago, while staying at the hotel after I had tried complaining in the reception couple of times. (And apologies for mistakes..)
And here is the answer by the manager.
Besides the answer, I was also sent to the manager’s room for hearing while staying at the hotel. No question about apologies or compensation – I was the one who had done something wrong by taking their mistakes to public. (This discussion is to be found in Tripadvisor, so I’m not making it up)
What do you think, shall the Digipreacher be their guest again?