Contrary to popular belief, the customer is NOT always right. When communicating with businesses, some people forget one important detail: humans run the business. Can we forget common decency while talking to people just because they are labelled differently?
I'm not saying that businesses can be treated just like normal people. They have to maintain professionalism and can be held to certain expectations. However, people make mistakes, and so do people doing business. It is obviously preferred that they do not do so and everything runs smoothly. This is, sadly, not always the case. Mistakes will occur, but what matters is how they handle it afterwards.
Whether they do their job correctly or not, it is our duty as customers to be civil towards them. They might mess up so badly that it becomes hard to contain our temper. However, lashing out is in no way appropriate. Stern statements about their unprofessionalism and feedback on how they can improve are acceptable. Calling them names is not. Getting into heated arguments is not.
Understand when the right time to be annoyed is. Is the delivery a day late? Call or text them calmly, asking about your delivery's status. Of course, this doesn't apply to orders like birthday cakes. Those cannot be late and you have every right to be angry. If your order is not urgent, give them a bit of leeway but make sure to be clear about when you need your product. If the product is a week or more late, it's time to get a lot sterner. Show adequate concern and annoyance. If the business is professional, it will find a way to make it up to you.
Complimentary items or discounts on current or future purchases are professional ways of compensating for a mess up. If they do nothing, you're probably better off not ordering from them again. If they don't reply to you regularly, that is also a red flag. They're the ones trying to sell their products, therefore they should be the ones keeping communication and making sure the purchase and delivery is made smoothly.
Obviously, communication is a two-way street. You can't ignore their messages and calls and then complain about their service. If the delivery man is calling you, try to pick up. If the page needs any further information, answer them. If you are on call with customer care, make sure you are completely clear about your issue. You can't describe your problems vaguely and expect them to understand and give you solutions. Be concise. There are other people who need assistance as well. Don't be a jerk and take up all the time. Also, give them enough time to come up with the solution. Not everything is done in the blink of an eye.
Now we come to reviews. It is every customer's right to post a review, be it positive or negative. Reviews are important because other people need to know if the business can be trusted. Be honest, be brutal if necessary, but never exaggerate. Exaggeration might lead to future customers avoiding the business. Do not single-handedly ruin the livelihood of a few people just because you were slightly irritated. Contain the anger, be objectively critical.
Mayabee Arannya can never say no to a cup of tea or cute doggo pictures. Send her the latter at fb.com/mayabee.arannya