Sorry, they say.
You back away. You take it on the chin and in the pocket book. Or you come out swinging and create such a firestorm that the damage is so much worse than the bad deal that you got. And you're still not happy. The company has made a profit off of you, and you have still not gotten what you paid for.
So what do you do?
There's nothing to do, you say. But wait a minute, YOU'RE the consumer! And there is plenty you can do to rectify a bad business situation…
Businesses can not stay in business if you don't buy their products or services. Bad word of mouth, organizational boycotts, complaints to the Better Business Bureau -- all of these actions will have some effect on the company, to be sure. But what you're really after is the fair deal -- getting the product or service that you paid for.
The best way to get what you expect is to be conscious of consuming by recognizing that you hold the keys -- your choice and your money -- in your hand. And in exchange for giving your money to a business for their advertised and marketed product or service, you want to be satisfied that they delivered on their promises. You want your expectations met. And you want to be treated with the respect that everyone deserves. When you are not getting your money's
worth or you're not treated with any worth at all, you can change the situation. You have the power…
1. Write a letter to the company president, complaining about the product or service that was inferior. Be respectful, but make your point.
2. Make a telephone call. Don't take no for an answer, but don't expect a clerk to make store or company policy. Always ask to speak to a supervisor or manager -- someone who has the wherewithal to solve the problem.
3. Only buy those products or services from companies that meet your reasonable expectations -- those who care about customer service by their actions, not just their words.
4. For really egregious business practices, consider a boycott, a complaint to the Better Business Bureau, or notify the consumer reporter on your local newspaper.
5. Insist on being treated with respect. If an employee is rude, point it out and ask if they would like to be treated as such. If they can't or won't change their behavior, ask to speak to their supervisor, make a complaint about the undesirable behavior, and ask to be directed to the person who can solve your customer service problem.
Some companies won't get it no matter what you do. They give you inferior products and shoddy treatment. Then they expect you to thank them for it. Sometimes you do. But you don't have to anymore. Companies behaving badly need to have their consciousness raised, too. You, as their consumer who butters their bread, can help. If you don't get satisfaction from the company, don't buy their product, don't use their service, and tell your friends why you won't do business with that company anymore.
But what about when the company does it right? Conscious Consumers can work wonders here, too. If you have gotten more than you expected, either in product or service, write the president or the customer service representative of the company and tell them your story. Positive reinforcement is a boon to good business relations. In nearly every case where I have shared my positive statements with companies, they have responded with gratitude (and sometimes even with a coupon.) When I discover a company that goes beyond the call of duty, I favor them with my business big time. So it behooves The Conscious Consumer to let the companies know how you feel about their customer service.
When enough Conscious Consumers act, the world will change. And it will be much more to our liking.
