How to complain effectively.

And get the results you’re after.

I love dry shampoo.
It’s so great for after the gym or the in-between washing my hair days to take the shine or just worked-out look away.
Or for when I’m running low on time and have to get on a coaching call, meeting or Zoom. It makes my hair look presentable and less like a shiny mess.
I don’t love it when the nozzle blocks up, and I can’t use it, and I’m counting on it for my appearance.

Dry Shampoo Before & After

First impressions matter. So does every impression after that.

Appearance is important in attracting, impressing and gaining the respect of our customers, clients and colleagues.
Salespeople are usually attuned to looking the part and dress for success when meeting new prospects or loyal customers. But not everyone does.
It can impact what we earn, how valuable we are seen to be, and our career prospects. Wowsers.

Think it shouldn’t be this way? You’re probably right, but unfortunately, we still judge a book by its cover.

The way we look and carry ourselves creates an impression on the people we work alongside and the people we want to work alongside.
Our appearance establishes our social identity.
By our appearance cues, we often send messages designed to construct a social reality, social identity and professional identity for ourselves that we could not and would not want to construct by verbal means.
This identity involves our wardrobe, appearance, body language, and verbal communication — all of these make the total package.

So back to dry shampoo — it’s one of those products that is worth more than the product itself, depending on the value of the interaction or meeting we are preparing for.

Mine blocked up today, and I fretted. It was the second time in a row that this particular brand had done this, and I’m brand loyal, and historically the product has been solid for years. So what’s happened? A bad batch? Maybe. I’ll get in touch with the company. At this point, I don’t know. But I do know I had no backup plan and will need to have one going forward.

I do know not having it had an impact on my appearance, social identity and presentation.
It also really got me thinking about how I talk to the company about this. And how to do it effectively.

How to Complain, Effectively. And get results.

Some people are incredibly effective at making complaints. They seem to know instinctively how to pitch their problem, what to say, and what to do to get apologies, refunds, or other satisfactory outcomes.
Other people find that they seem to end up shouting in frustration down the phone. So what is it that some have, and other’s don't?

Here’s how to get your complaint on, effectively.

#1
Know your outcome. Know what you want to achieve.

The most effective complaints come from peeps who have a clear idea of what they want to achieve. They also explain it clearly to the person to whom they are complaining. Without all the drama. Without being a whiner or whinger.

Want a refund?
If you want a refund for a product or service that didn’t live up to your expectations, say so.
If a refund isn’t enough, say that too.
If you are looking for an apology, then make it clear.
Don’t expect the company or person should do something that you don’t mention. That’s your standard. Not theirs. Make yours known.
Don’t should all over the place.

#2
Discuss the potential cost or damage to their reputation.

Effective complaints threaten to damage the companies reputation in some way. Don’t give them an ultimatum. Instead, outline the potential cost if they don’t attempt to make it right.
You don’t have to say, If you don’t respond, then I’ll go public.
Teasing about the potential cost of word of mouth—positive or negative—is usually enough. Also, tell them you’ll post about the upside when they make it right. Pain, problem, solution, snap!

#3
Processes and procedures are there for a reason.

Most companies have a complaints procedure. You will probably get a reasonable result if you go through that procedure. Where can you find it? Google co’s name + complaints procedure. Look at the product itself and its packaging.

#4
Put the complaint in writing.

Email. Send a DM on Facebook, Messenger or Instagram.
Keep a paper trail, including names, dates and what was sent/responses.

#5
Use social media and #hashtags if you don’t get a reasonable or timely response.

A complaint expressed via Twitter, especially with the hashtag of the companies name together with #badcustomerservice, or #terriblecustomerservice, is likely to get a very quick response.
Case Study: Qantas. #QantasLuxury: a Qantas social media disaster in pyjamas.
This is a must-read if you haven’t seen it.
Large companies usually have someone monitoring social media and specific hashtags.
To make the matter even more high profile, aim your tweet at an executive if they are active on Twitter, using their @handle at the beginning of your tweet.
Make sure that you have spent time crafting your tweet carefully to express the nature of your complaint or saying how long it has taken to respond to your original complaint.

#6
If you don’t get the response or outcome that you want, say so.

There is no point in getting emotional at this point.
If you are talking to someone and they don’t seem to be listening to you, then say so.
And re-iterate what it is that you really want.
Keep cool, remain polite and clear about what you want to achieve.

How you complain will reflect on you.
Your social identity.
Your reputation.
Your standards.
It will be a demonstration of how you react when you’re not happy or satisfied—there is never an excuse to be rude, even whether others lower their standards, don’t choose to match them and lower yours. Stay classy.

We often say we are a certain way, then do something to the contrary.
Act someway to the contrary.
This is an opportunity to hold your head high, and stay true to yourself.
And get everything you want at the same time.