Did you receive a broken piece of furniture? Have you stuck a piece of wood in the back of your throat that was wandering in a salad? Unless you found a worm there… Do you want to obtain compensation? You are right:we refuse to be fooled! So, we explain how to do it.
1/ Ask yourself if there is really a complaint to be made. An overcooked dish is not the same as a meal that has you running to the bathroom in exorcist mode. An ugly handbag is not the same as a holey and damaged handbag. So make a complaint, yes, but only if the basic contract is not fulfilled, that is to say if the product is not in good condition or presents a danger.
2/ Try to have witnesses. In some cases, you gain a lot by being very far-sighted and acting quickly. For example, if you ordered a piece of furniture, open the packages and the presence of the delivery person to make sure that nothing is broken. If there is damage, the delivery person will return the delivery directly. Another example:if you are at a restaurant and you have discovered a piece of glass or a strange insect in your dish, tell the server and ask him to call the manager to obtain an exchange (or even a refund). The sooner these issues are taken care of, the better!
3/ Know what you are asking for. It makes sense but you don't think about it form when you're angry! Calling the managers to get over your nerves is rarely effective... On the other hand, clearly asking them for a refund, an exchange or even compensation (in very specific cases, such as "endangerment"), and this by arguing, it has much more likely to succeed. Not only will you be clearer, but they will be better able to respond to your request…and take it seriously.
4/ Keep documents and evidence. To put the odds on our side, we keep all the purchase receipts, invoices or bills -which we will most certainly be asked for- and we try to gather evidence, from written testimonies to possible photographs.
5/ We say what happened in detail. Whether in a letter or on the phone, we show ourselves CLEAR and we give DETAILS, 1/ Because we will be more credible, 2/ Because those in charge will understand the situation better, 3/ Because they will see that we are conscientious and it will freak them out. Time, places, sequence of events, we note all the details, a bit like the Manhattan experts on the crime scene.
6/ We talk to the right people. And the right people are the managers, either of the restaurant, or of a store, or of the customer service of a site. Warning:sometimes it is better to go through other well-targeted services than through customer service, which is sometimes used to bamboozling people. So we think carefully and we hold on!
7/ We are zen and polite. By yelling and swearing, you lose all credibility. Whereas if we speak very calmly and calmly, not only will we have a clearer mind to argue well, but we will convince our recipients much more. So we breathe, everything is fine, and anyway we are right so no need to get upset, we will win!
8/ We are smiling and pleasant. Keep in mind that the people you are talking to are also human beings, who will put more good will into helping someone nice.
9/ We flatter. It always works. Without overdoing it, don't hesitate to put a few formulas like:"I'm surprised because I eat in your restaurant very often and I've always been very happy about it" (…) or even "I completely understand that mistakes can happen, especially since I really like your brand (…)”.
10/ We ask questions. Are your interlocutors not letting go? That's good, neither are you! Reverse the situation by asking them questions in turn, in order to involve them more, indirectly:"And you, Mr. What (is that your name?), what would you do in my place? ". And if that still doesn't work, threatening in a very calm tone to tell the media or take legal action will still work, too. But in 95% of cases, luckily you won't have to come to that!
