Is Anyone Else Struck By The Irony?

SueC_2

I am not usually backwards in coming forwards when I have a complaint to make. I can rattle off a letter in minutes, and rarely fail to do so if I feel it is warranted.

However, given this, I also make it my policy to write to companies complimenting them on good service etc. Fair's fair, and if I'm quick enough to moan, I should be quick enough to praise.

It strikes me though that, not always, but usually, when I write to complain I get a response, and quite often some vouchers or something in compensation. But when I write something nice, I never even get an acknowledgement.

With companies 'rewarding' complaint letters and ignoring letters of praise, is it any wonder we're becoming a nation of whingers?

mr_fishbulb

Why don't you write a letter of complain about not getting a reply to the letter of praise?

Dave101t

id be happy just knowing id sent my letter and someone has read it, then binned it. at least ive done what i set out to do.
i like fishybulbs idea tho!

wendy+5

We emailed Pizza Hut to praise a member of their staff and received a reply back apologising for our disappointing visit and promising to speak to the manager of the branch about that member of staff!

renegade

I have always had replies with tokens for free this and that when writing complimentary letters to companies, can't think of one that have not replied in some form or other. Perhaps you are just unlucky, but don't give up, it's always nice to know you are appreciated.

pendulum

If you are sending your letters of praise to big companies, you are totally wasting your time. The process will be similar to below for most major companies:

Every letter that arrives will be sorted in the mail room into batches. The batches will then be sent up to the customer services department to work through, and they have targets as to how many batches they must get through.

The workers don't have the time to respond to letters of praise, and neither would the company generally wish its workforce to reply to such letters because it's an inefficient use of time. They will be binned by the first person who skim-reads them. I binned hundreds! I wouldn't waste your time writing any more.

There will be exceptions obviously and some companies will have a policy to respond, but not many.

vyle

SueC wrote: »

I am not usually backwards in coming forwards when I have a complaint to make. I can rattle off a letter in minutes, and rarely fail to do so if I feel it is warranted.

However, given this, I also make it my policy to write to companies complimenting them on good service etc. Fair's fair, and if I'm quick enough to moan, I should be quick enough to praise.

It strikes me though that, not always, but usually, when I write to complain I get a response, and quite often some vouchers or something in compensation. But when I write something nice, I never even get an acknowledgement.

With companies 'rewarding' complaint letters and ignoring letters of praise, is it any wonder we're becoming a nation of whingers?

You may not see much of a response, but where I work, if such a letter comes through, a copy is sent to the manager of the relevant department, and if a staff member has been named, they are rewarded.

I wish more people wrote in, because as many customers who tell me how great I've been, unless it comes in in writing, or they tell my manager directly, it won't go towards getting a pay rise .

alison999

Ive had a few letters/cards praising me and stuck them up on the wall behind me for all to see. i was very proud of myself

Lifeisbutadream

You have really made me think - we often receive letters of praise (no complaints letters yet thank goodness:o) and I have never thought to reply! I just file them in my big red file and copy some of the text on to our website.

I think I will write back next time, because you are completely right, but as we offer a service, rather than a product, I wouldnt really be able to send anything to them.

sagalout1954

Perhaps Pendulum would care to name the company he/she worked for that allowed letters of praise to be "binned"?

I think in general letters/cards of praise are appreciated. Anyone who has ever worked in any area which involves the general public will appreciate they can be a pain in the bvtt and extremely rude. Quick to criticise and whinge and slow to say thank you or give praise.

I think it's very nice of SueC to spend time writing letters of appreciation and though she may not know it, they will often be pinned on the wall or (where appropriate) used during appraisal procedures to demonstrate good customer service skills. Pity there's no response to them though, maybe people think it's a little odd to say thank you to someone who's saying thank you.

Not that I ever got any when I worked on the public front line - I was processing court summonses for parking offences.

mark55man

sagalout1954 wrote: »

..snip..
Not that I ever got any when I worked on the public front line - I was processing court summonses for parking offences.

Well I thought you were doing a good job, and for the times you didn't write to me I am very very grateful :T