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Complaints are a part of
doing business. No matter how superior a company is with service
to their customer, there are always some customers that are just
not satisfied, or situations arise with their service that cause
customer dissatisfaction. Most large companies realize that
complaints are a part of their business.
To illustrate this point,
think of a national company that you love to do business with
(Wal-Mart, Sports Authority, Costco, Home Depot), and do a
search on Google for complaints on this company by typing in the
company name and then the word “complaints." You’ll see that
even with the best companies, there are pages and pages of
complaints. Sometimes it is just very difficult to please
everyone. And some people you can never please.
The Better Business Bureau
states, “The finest businesses get complaints. When considering
complaint information, please take into account the company’s
size and volume of transactions, and understand that the nature
of complaints and a firm’s responses to them are often more
important than the number of complaints."
It is always a wise
practice to do your homework on a company before doing business
with them. There are many unscrupulous companies in today’s
world that you want to avoid. How can you tell? What avenues are
there in determining what company is best for you?
A good place to look is the
Better Business Bureau. You can find them at www.bbb.org. Some
things to consider when looking up a company report:
Is the Company Listed? - If
not, that should be a big red flag. They are either too new, are
flying under the radar so as not be noticed, or they aren’t a
registered company.
Complaints Ratio - Compare
the number of complaints to the company's customer-base they are
servicing. If the company has a high rate of complaints, more
than 5% of its customer base, then they have a customer service
problem. Less than 2% to 3% is an acceptable range. There will
always be customers, for some reason or another, that are never
satisfied. You’ve probably dealt with some.
Resolution of Complaints -
How many complaints have not been resolved? This indicates if a
company makes an effort to resolve customer issues.
Rating - What type of
rating has the BBB given this company? An unsatisfactory record
means that the company has demonstrated practices that are
misleading or deceptive, or it has failed to cooperate in
efforts to resolve consumer disputes. A satisfactory record
means the company has cooperated with the BBB to resolve
consumer disputes and is not involved in practices that could be
considered misleading or deceptive. The company must also be
free from an unusual volume or pattern of complaints, as well as
any law enforcement action involving its marketplace conduct.
Bottom line – Do your
homework. Give the company a fair review. Make sure you feel
good about doing business with them.
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Brad
Stone,
http://www.heritagewebsolutions.com CEO of
Heritage Web Solutions, an Internet Technology Company. For
more information about Internet Web Services visit our
website or call 1-866-754-1474 |
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