When services rendered do not meet reasonable expectations, it is imperative that we complain in an attempt to rectify the situation. How is the company or individuals providing the service to succeed in business if they are not given the opportunity to correct or improve their performance? We have a responsibility to complain, bearing in mind, however, that effective complaining takes thoughtful consideration.

Decide what constitutes "reasonable" expectation. What is expected from a given situation must correlate with implied promise of service. For example; if you choose to eat at a fast food chain, and the table is not wiped clean, it would behoove you to move to another table without complaint. If you dine at a fine restaurant and the tablecloth is not clean, you would do well to complain, for the expectation of service is indeed higher.

There are many occasions in our fast paced life when we do not receive the service or attention deserved. It is not feasible to complain about every neglect or oversight, lest we gain the reputation of a chronic complainer, and acquire a stress induced ulcer for our efforts. Be discriminating and choose battles wisely.

Once we decide we have been wronged and retribution is in order, we can turn displeasure into positive action. Here are the steps to take to insure our complaints will be effective and not fall on deaf ears:

* Be calm and reasonable when presenting the complaint. Anger, or excessive emotion, will incur a defensive attitude, and could potentially escalate into a major dispute. Behaving in a professional manner will insure our complaint is taken seriously and treated with respect.

* Address the complaint to the responsible person with the power to resolve our issue satisfactorily. Venting at a waitress or customer service clerk is to no avail. Always ask to speak to the person in charge.

* If our complaint is made by telephone or in writing, we can document names, dates and conversations as we work our way up the chain of responsibility in our efforts to obtain resolution.

* Make a determination in our own mind what is fair compensation, or restitution for our dissatisfaction and inconvenience. State clearly what we consider appropriate action or resolution.

Most companies and individuals providing service want nothing more than to please the customer and receive our repeated business and word of mouth advertising. They will also respect a well presented complaint and expediently act to rectify the situation, for their success in business depends on their doing so.

In rare cases, we may encounter a situation requiring assistance and intervention from others to settle our dispute. There are organizations to turn to, such as the Better Business Bureau, Legal Aid and even small claims court, if necessary.

On the flip side, we want to be equally willing to acknowledge and compliment good service. Most stores and restaurants have a comment card; they value our feedback on their performance. It takes only a few moments of our time to let them know if the service has lived up to, or exceeded, expectations. When we ask to "speak to the manager or person in charge" to report good service, usually the response is pleasure and surprise. While they are accustomed to hearing what they have done wrong, too often good service goes unrecognized.

If we have been justifiably wronged, we must not feel intimidated to complain. There are many valid reasons to do so. We will be making a contribution toward improving the quality of our society, and we will feel empowered and find more enjoyment in our own life.

Let us give ourselves the respect of not settling for less than we deserve.

Learn more about this author, Carol Gioia.
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