Complaint Handling and Reputation

Complaint Handling and Reputation

Before joining AIM, an applicant’s complaint procedure is checked to ensure it meets certain standards because a strong complaints procedure is vital for protecting a company’s reputation.

Every business receives complaints, either directly (by phone, letter or email), or indirectly via social media or rating sites. In the removals industry, where the customers’ stress levels are often high, some of the complaints can seem trivial, some can be shocking while others are ridiculous, but they all have value.

Complaints can often shine a light on deficiencies within the business, either from the office or road crews, that were previously hidden. They can lead to improvements that will ultimately make the business stronger, or they can provide an opportunity to improve reputational standing. However, this is only possible if the customer brings the complaint to the business, rather than turning directly to social media.

There is an age-old saying; “If you provide a good service, your customer might tell two other people. If you provide a bad one, they will tell seven.” While the basic principle still stands, with social media and other internet platforms, that “seven” can become thousands in today’s world. This makes complaint handling as much about damage limitation as it is about customer satisfaction.

A removals business that is receptive to criticism is more likely to have some control over where the customer goes to complain. If the customer feels comfortable making a complaint directly to the business, the issue can be resolved before they make an angry post on Facebook.

Removals customers are, for the most part, reasonable humans. They understand human error, mistakes and accidents, so they can be reasoned with to reach amicable solutions to problems.

When handling a complaint, it should be treated as a negotiation, not a conflict. If the customer feels threatened in any way, the business has already lost. By adopting a defensive stance, such as a blanket denial of any wrong-doing, or an aggressive stance, such as using threatening language or voice tone, the customer is likely to feel they are in conflict. But, by approaching the issue with the goal of both parties being somewhat satisfied, there is an increased likelihood of the customer gaining respect for the business.

If the customer feels they have been treated fairly, they may reflect some admiration for the company’s complaint handling skills when they post a review or tell their friends on social media.



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The Association Of Independent Movers
Unit 4, Skills Centre,
Twickenham Trading Estate,
Rugby Road,
Phone:0208 892 0369