Regain discontent customers

Opportunity: Make it easy for customers to give you feedback

The other day, we called for a cab from Taxi 2000. The driver came earlier than he had announced, waited for just a few minutes… and, just as he saw us nearing the car, left in a very rude manner, shouting out that he had waited for more than 10 minutes.

After calling for a Meridian car (a very polite driver showed up in a couple of minutes), I called to lodge a complaint against the driver. Contracts between taxi drivers and taxi companies are extremely loose, so at this point it was entirely up to the person who would answer the phone to restore my confidence to continue using the services of Taxi 2000. This person, while reasonably courteous, took more pains to explain to me in great detail the particular policy of Taxi 2000 than to assure me that the company will take action to avoid similar incidents in the future. I will avoid Taxi 2000 as much as possible now.

This is in stark contrast to - of all places! - the Central University Library (BCU). In spite of the extremely high traffic of students they experience, they stand by a promise to offer a personal response from a manager to any suggestion or complaint received. I was extremely impressed by the level of attention given to a number of suggestions I offered over time, and even more so when one particular suggestion was acted upon in less than one hour (although it was not an emergency at all!).

As the quality of service in Romanian companies is often still quite dismal, customers are nursing their wounds and waiting to jump ship as soon as a competitor with good quality service shows up. An important step in bringing dissatisfied customers back into the fold is setting up a system for receiving complaints and acting upon them that makes clients feel important and valued.

Written by Sara

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