We all know from personal experience that it’s not easy to make a complaint.
From our own research at CTMA we have learned that some of the most common reasons customers give for not contacting a company about the problems they experience are:
- It was too much hassle
- I didn’t believe anything would been done about it
- I didn’t know how or where to complain
- I tried but I couldn't get through on the phone
Well, one hotel I stayed in recently came up with a
brilliant and simple idea to combat these barriers.
They place a small pad of yellow sticky notes in each room.
The 
pad is pre-printed with a message encouraging customers to write
down anything that needs to be put right and to stick the note on the TV
when they leave the room.
This really simple and inexpensive device makes it easy for customers to report a problem and also easy for the hotel to take action.
It also gives a clear message that the hotel actually wants to hear from its customers if they experience problems and it has a process for putting things right.
Wonderful!
©
CTMA New Zealand Ltd.
About the author: Paul Linnell
Paul
Linnell is a service improvement champion, working internationally
with senior managers and their teams to help them achieve business
success, reduce risk and build customer loyalty and advocacy by
improving service to customers. Paul specialises in the design
and deployment of customer experience measurement, service quality
improvement, complaints handling and preventive analysis programmes.
For most of his career he has worked in Europe and North America and
for the past 10 years Paul has been based in New Zealand, continuing
to serve clients globally.
