Why don't business understand that a complaint is good

[midnight]

I don't understand why businesses don't understand that a complaint is a positive thing for them. Most people don't complain and they business loses a lot of money when they aren't doing something right. When they get a complaint, they have a chance to correct the problem and keep future customers. But I am made to feel that when I lodge a complaint that I'm being troublesome so much of the time. I really don't understand this.

[DivaJen]

Probably for the same reason people don't like to hear criticism, even when it is constructive and well-intentioned. I agree that businesses should be grateful for the feedback so they have a chance to make things better if possible.

[Tree0164]

A complaint is a gift. It is an opportunity to make their service or goods better.

I find the higher that you go up in the chain of command the more response you will get.

[john849]

All feedback is useful to businesses, but some just don't like complaints. I just think it's probably because they were just hoping that there is no need for anyone to complain because they hope that their products and services are up to scratch in the first place.

[miclason]

Customer complaints help you to improve your business...the company I work for has started polling customers regularly to see what are their main complaints in general (you know, the little things that irritate you, yet somehow don't make you mad enough to file a complaint) to try to address them!..I think it's great! (but, I still know people that get very defensive when someone speaks about any bad experiences with the company!...so sad, I think that is a misunderstanding of employee loyalty!)

[terry1156]

If the business doesn't listen to your complaint seriously, they probably won't be in business for a very long time. They should look at it as a gift to make themself a better place, but obviously they don't understand that yet.

[mary_curry@dot.ca.gov]

It's true that businesses could really benefit by listening to what a customer is telling them in regards to constructive and positive comments to make improvements to their services or products. Perhaps we also need to be careful how we present these comments to the vendor, so they don't take offense.