This website uses cookies to ensure you have the best experience. Learn more

Motivate Complainers Essay

626 words - 3 pages

Motivating Complaints

Most of the people who work in the restaurant as a waiter or waitresses, know how easily mistakes are made. Errors happen on a daily bases and can vary from small mistakes to harmful incidents. Problem-solving is a science itself with plenty of stakeholders considerations: It may not cost too much money, but bad word-to-mouth is also not wanted. Either way, guests should be motivated to complain because in the end, it is only feedback on which can be improved (Willott, n.d.).

It is generally know customers do not show their complaints, mostly driven by politeness. This can cause unsatisfaction which remains unsolved after the customers left the restaurant. It is better to ask the guests for feedback rather than let them tell their friends and family about the bad experience. There are different tricks to motivate customers to complain. Van Looy, van Gemmel and Dierdonck (2003) researched that if guests know how to complain, they are more ...view middle of the document...

and Boo S. (Kim & Boo, 2011) regarding complaint-handling shows that customers who experienced a bad complaint-handling, the threshold for dissatisfaction of service next time, will be even lower which means the next visit they will be dissatisfied even earlier. Other research shows there is positive relation between complaint-seeking and profit (Willott, n.d.) and losing customers. There are many factors that influences the decisions to complain: perceptions of distributive, procedural, and interactional justice derived from an error in the service actually have positive impact on the satisfaction of the customer (Kim & Boo, 2011). It seems clear that complaints are of good influence on the company. A Belgium company also had this thought, and sent out a ‘complaint card’ to all its customers (Looy et al., 2003).

However, demanding complaints too explicitly may provoke dissatisfaction which would not be there if there was not asked for (Looy et al., 2003). Asking too much for negative feedback should be avoided for one simple reason. If the customer is more or less pushed to complain about minor problems, it is also expected that every of these problems are resolved the next visit, which is impossible. If the outcome of the complaint is positive it causes satisfaction, but if the outcome is negative (minor problem not solved) it causes even more dissatisfaction. This phenomenon is also known as the frustration-effect.

It can be concluded that complaint handling should be encouraged. Customers often keep their complain a secret and share it with other except for the employees. Which is a pity, because handling complaints good results in more satisfaction for the guest. Besides that, complaints are free feedback, you find out what customers find really important and lose fewer customers.

Kim, J. & Boo, S. (2011). Influencing Factors on Customers’ Intention to Complain in a Franchise
Restaurant. Journal of Hospitality Marketing & Management, 20, 217-237.
Van Looy, B., Gemmel, P. & van Dierdonck, R. (2003). Services Management: An Integrated Approach.
Harlow, England: Pearson Education Limited.
Willott, L. (n.d.). Why you should encourage customers to complain? Retrieved from

Other assignments on Motivate Complainers

Course Syllabus Essay

2610 words - 11 pages diverse student population to reach their goals in their path of preference such as baccalaureate transfer, workforce development, adult or continuing education. Our dedicated faculty will guide our students in constructing the necessary elements that will help them succeed in their math classes, and also encourage and motivate them to participate in college wide activities. We are committed to preparing our students to be productive, contributing

Management Essay

1477 words - 6 pages Boeing Management Planning Heather Oetzel MGT 330 October 22, 2012 Joe Cheng Abstract Boeing is known as “the world’s leading aerospace company and the largest manufacturer of commercial jetliner and military aircraft combined ("The Boeing Company: About Us", 2012). Every company uses different types of management techniques including how the planning function of management is used. Planning allows organizations to develop how the

Assisted Suicide

1015 words - 5 pages Should physician-assisted suicide be legal? While I believe if one chooses to end his or own life through physician assistance for reasons that they chose, the choice should be up to the individual. Physician-assisted suicide should be at one's discretion. “Assisted Suicide, also called Voluntary Euthanasia, is currently a contentious issue in many countries. Because Euthanasia is legal in a few modern democracies: the Netherlands, Belgium

Tanglewood Case 1

797 words - 4 pages Tanglewood’s staffing strategy requires the organization to make key decisions about the acquisition, deployment, and retention of the organization’s workforce. In order to accomplish this, Tanglewood’s must make thirteen decisions regarding its staffing levels and its staffing quality. One of the first decisions that Tanglewood needs to choose is to acquire or develop talent. Tanglewood should try to develop their current talent because one


1391 words - 6 pages Есе по въпроса: Кои от всички „действащи” лица могат да се разглеждат като морално отговорни и в какво именно? по казуса Форд „Пинто” Корпоративните злодеяния са нанесли повече вреди на обществото от всички улични престъпления взети заедно. Според данни на ФБР сумата от уличните престъпления възлиза на $3.8 млрд. годишно, а загубите от корпоративните измами между $100 млрд. и $400 млрд. годишно

The Penis

1052 words - 5 pages The short story ”The Penis” is written by Hanif Kureishi. The short story is about a penis, which has been separated from its owner Doug, who we hear from later on. At first though we hear about a guy called Alfie who was “a cutter – a hairdresser – and had to get to work”. He is having breakfast with his wife, when she asks him what he did last night, and if he had a good time last night? Alfie can not remember what he did last night, he then

Managed Care Paper

543 words - 3 pages Managed Care and Case Management Care Marvin Lloyd BSHS/402-Case Management 27 August 2012 Virgil Miller Managed Care are techniques employed to help reduce the cost for providing health benefits and a system for improving organizations quality of care


439 words - 2 pages The life expectancy is lower; so people are not kept alive with drugs for decades in a virtual sleep state. There is less state education; so kids don't have it drilled into them that their only goal in life is to make money, at the cost of 'everything' else. The health care is less; so diseases, usually brought by Westerners, kill many more than they do in countries where drug companies can make a fortune from selling medicines that aren't

Chapter 6 International Business

7113 words - 29 pages CGGGG The Political Economy of International Trade Chapter Outline OPENING CASE: Why Are Global Food Prices Soaring? INTRODUCTION INSTRUMENTS OF TRADE POLICY Tariffs Subsides Country Focus: Subsidized Wheat Production in Japan Import Quotas and Voluntary Export Restraints Local Content Requirements Administrative Polices Antidumping Policies Management Focus: U.S. Magnesium

Scope And Goals

279 words - 2 pages Introduction: Kudler Fine Foods is a specialty food store based in San Diego, California with its three locations in La Jolla, Del Mar, and Encinitas. Kudler Fine food prides itself on offering fresh and organic products that are carefully selected from local farmers and around the world. The organization has recently taken the initiative to start a Frequent Shopper Program to market and increase sales. This program will offer the customers a


251 words - 2 pages Meerkat The meerkat or suricate, Suricata suricatta, is a small mammal belonging to the mongoose family. Meerkats live in all parts of theKalahari Desert in Botswana, in much of the Namib Desert in Namibia and southwestern Angola, and in South Africa. A group of meerkats is called a "mob", "gang" or "clan". A meerkat clan often contains about 20 meerkats, but some super-families have 50 or more members. In captivity, meerkats have an average

Similar Documents

Mgt216 Essay

714 words - 3 pages The first ethical issue presented in the ethics game simulation was whether to warn consumers about the contaminated product and what information to provide consumers about the contaminant. The second ethical issue was whether to sell a product that does not meet U.S. safety requirements in a foreign market that has lower safety restrictions. G-BioSport was not required to meet prior approval from the Federal Drug Administration before they

Economy Effect Of Marijuana Essay

277 words - 2 pages Modern American History by Alan Renga 2nd Mid Term! You will be given 3 Short Essay questions and 20 Multiple Choice questions deriving from this list! 80 points total! The 1920s Warren Harding then Calvin Coolidge Tea Pot Dome 1st Red Scare Immigration Restriction, Sacco and Vanzetti Langston Hughes, Marcus Garvey, KKK Prosperity, advertising Prohibition, Al Capone Flappers, Clara Bow, Rudolph Valentino Babe Ruth, Jack Dempsey

The Vc Shakeout Essay

2033 words - 9 pages ECONOMY 26 Luring a big firm to town is not the secret to job growth DEFEND YOUR RESEARCH 30 Are morning people wired for success? VISION STATEMENT 32 The social web’s east-west divide COLUMN 38 Warren Bennis looks back on his surprising path to fame New Thinking, Research in Progress New Thinking, Research in Progress FIRST The VC Shakeout Venture capital hasn’t worked for a decade and must be radically

Hospitals Paper

6014 words - 25 pages I hope to provide in this paper a comprehensive understanding for what the term “hospital” has become. Hospitals are an extremely complex system that man has created and shaped and reshaped throughout history. My goal in writing and researching this paper will be to provide those who read it a clear understanding on how the hospital system got to where it is today, and to shed some light on the many organizations that affiliate with and