Do you email only for complaints?

Pollycat

I recently emailed Stagecoach to praise the way they kept services running during the recent bad weather.

I got TWO replies, one which said what a refreshing change it was to get a 'bouquet' rather than a 'brickbat'.
She said she was going to pass my email onto the drivers on our routes and she was pleased when customers take the time to put pen to paper and express their views when it is warranted.

Having said that, I sometimes email Stagecoach to complain about their service - I agree that it's only fair to compliment good service rather than just complain about poor service.

Mags_cat

I emailed a company who supplied my best friend's Christmas present.

Despite them being in the northern reaches of Scotland (and my best mate NOT being!), it arrived within a day of the payment clearing and was really good value. No charge for postage either.

I had a lovely email back from their Customer Team saying they really appreciated my email and it had made their day.

:T

faded_flowers

You've just reminded me to email M&S to praise their staff, and email Poundland to complain that they have the surliest staff i've yet to come across (Only one particular poundland, my local one is lovely.)

mountainofdebt

Reminds me of a time many moons ago when we managed to leave my son's school shoes at an hotel following a family wedding.

Phoned the hotel and yes they were there and the lady I spoke to promised to send them to us, which she did and we got them the next day having been sent by registered post. (bearing in mind we weren't charged for postage)

I phoned up and asked to speak to the manager and you could tell he was expecting someone to go off on one, only to be told how wonderful his staff were - you could hear the surprise in his voice that someone had phoned up to pay a compliment.

For me if you're going to make the effort to complain, you should also make the effort when someone does anything beyond the call of duty.

Esqui

It'd be nice to receive more compliments, but then you have to really impress people before they'll do so.

But on the flipside, how many people who do have cause to complain, don't do so?

suited-aces

Regularly do this. The most prominent one I can remember is walking home from the cinema with the other half at 12.30 or so, and fancying a tub of Ben and Jerry's. When we went to the local 24 hour shop, the fella doing the hatch was incredibly friendly and helpful, definitely more so than I would have been if working at that time and dealing with drunk students! So we made sure to phone his manager the next day and say how great he had been.

Then another time at the local museum, a fella in the insect part noticed us taking an interest, so came over ans spent half an hour chatting to us about various displays, telling us random facts and showing us things we otherwise wouldn't have seen. We made sure to fill out a glowing report in the feedback forms, and the manager emailed me shortly after to thank us for the feedback, and it had been passed on and noted.

Mrs_Ryan

i sent one to East Midlands Trains recently after the lady on information desk at Leicester station was absolutely fantastic and went out of her way to help me when the trains were delayed and I would miss my connections.
i got a lovely email back from them thanking me for taking the time to let them know and it was nice to hear positive comments! I really couldnt have let it go though - she really went above and beyond the call of duty and she definitely deserved some praise.
I also remember emailing the manager of the Ramada Hotel in Coventry a couple of years back - me and my mate stayed there and the staff were so brilliant and our stay so good I had to say something - again, I got a lovely email back thanking me for taking the time to let them know.
I always think its nice to mention good service though - I remember how nice and unexpected it was when I worked in a hotel and we got a fax from head office from a customer who I had helped out with something thanking me for going out of my way to help him.

Esqui

You know, this thread has inspired me. I think I will send more compliments.

biscit

Esqui wrote: »

It'd be nice to receive more compliments, but then you have to really impress people before they'll do so.

But on the flipside, how many people who do have cause to complain, don't do so?

There was a notice in a Restaurant a friend saw

"If our service delights- tell your friends. If not- tell us."

The service was excellent so my friend sent a glowing review to the local paper.

solodanceparty

Pollycat wrote: »

I recently emailed Stagecoach to praise the way they kept services running during the recent bad weather.

I got TWO replies, one which said what a refreshing change it was to get a 'bouquet' rather than a 'brickbat'.
She said she was going to pass my email onto the drivers on our routes and she was pleased when customers take the time to put pen to paper and express their views when it is warranted.

Having said that, I sometimes email Stagecoach to complain about their service - I agree that it's only fair to compliment good service rather than just complain about poor service.

Actually, I did complain to Stagecoach about a rather rude bus driver who looked at me like I was mud on his shoe...