When Did We Customers All Become Complainers
Posted in culture on 18. Dec, 2008
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I’ll be the first to admit, if someone does not meet my expectations, I am disappointed. Now, if the person or company in question had no control over the circumstances, I can understand. If it is just a minor thing, I let it go. However, if it a major issue, I am going to complain. On the flip side if my expectations are exceeded, I will be sure to let people know.
These days people tend to have very unrealistic expectations and to only focus on the negative. Some of this stems from people not taking the time to really know what they are getting into. Other people take being a realist to ridiculous extremes. No matter what the reason is, they often times over look the positive things they should be enjoying.
I recently returned from a four day cruise to Cozumel. I’ve cruised before, and I was sure to do my homework before heading out on another trip. I did Google searches and I joined forums. I asked questions, and I knew exactly what to expect. Honestly, anyone who even does a little research about cruises knows about the food quality. On the first night in the dining room, it became pretty clear that my tablemates did not.
I knew that the food was not going to be five star quality. Yes it was three and even four star-ish, but nothing more. Yes the portion sizes were smaller, and the food was not prepared by a master chef. These gentlemen were not pleased with the portions or the quality. As I sat there hoping my sea sickness would pass (we had some rough seas, but they had some very fabulous sea sickness meds on board), all I could here them do is complain about the food. The next night was lobster night…and it was more of the same.
They did not come back the last two nights. My friend and I couldn’t understand. Was the food the best we had ever consumed? No. However, it was food that we didn’t have to cook. A mess we didn’t have to clean up. Dishes we didn’t have to watch. The best part of all is that two of the nicest servers we encountered brought it to us and made sure we were happy. The bar lady forgot to bring me my ginger ale that first night, my server was on it and made sure we both had diet cokes at our seats before we even arrived. We knew what to expect going in, and out servers exceeded that expectation. These gentlemen had the same service and the same food, but had nothing nice to say at all. They were caught up on the food not being what they expected.
Also be sure to give praise when they exceed your expectations.
I have a low expectation when it comes to airlines. Over the years, I have watched the service slip and things that were just part a flying either fade away or be an added cost. I booked my AirTran flights because they had the cheapest rates to Tampa. I really wanted Southwest, but at the time Southwest’s rates were about $100 more. I went with the cheaper flights, and expected the usual treatment from the airline.
When they added the charge for the first bag, my expectations sank a bit. Great. They were nickeling and diming us just like the bigger airlines. However, when I flew them, I was pleasantly surprised. The gentleman at the ticket counter in Indy was able to seat us together (we had separate booking numbers), and was able to waive the checked bag fee for my friend (she booked after the rule). The flight crews were actually very courteous even as we had very rough flights from Indy to Atlanta and Atlanta to Tampa.
The one thing that really stands out tome is our experience on our return flight. We were checking in at Tampa, and the ticket counter agent asked us if we would like to fly stand by on an earlier direct flight. I knew there was a 10:15 flight, but Carnival tells you not to book anything earlier than a 11:30 flight, so I booked at 12:11 flight connecting in Atlanta. I was in shock because anyone who has asked to fly stand-by on an earlier flight knows you are usually treated like you just asked the employee to give up their first born. Instead this woman was offering to help us get on the earlier flight. She made sure our luggage made the first flight and told us how to find it in Indy if we didn’t make it to the gate in time.
When we arrived at the gate the gate agent had our boarding passes in her hand. She apologized to us for not knowing we were traveling together and made us new boarding passes so we could sit together. She was doing us a favor, and *she* was apologizing to *us.?* Those women are getting a letter written about them. It is easy to writing the e-mail when you have something negative to say, but remember to give credit to those who make your experience better too.
I’m not telling you to have extremely low expectations and always wallow in the negative. I’m simply saying be realistic. Know the good and the bad of the situation, and when the bad happens take it in stride. If it is something where you do want to pose a complaint, be sure to include any positive remarks you may have as well as posing your complaint. Be direct and to the point and leave the emotion out of the argument. No one likes being beat up on. You have a better chance of being heard if you are civil and not just writing up a bash fest. I’m not saying look over all the bad for just a couple “good things.” I’m only suggesting that people be more aware, less critical, and prepared to give praise when it is due.
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