A consumer complaint guide for unhappy consumers

[McFurd]

The Washington Post - 6/19/2018 - Elisabeth Leamy - They say 90 percent of success is showing up. For frustrated consumers, 90 percent of success is speaking up. And yet, only 4 percent of unhappy customers ever bother to complain, according to 1st Financial, a customer-service training firm. People gripe to their friends or whine to their spouses but don’t actually approach the company that did them wrong to make their grievance known. “Companies know that most consumers will not take the time to complain,” said Amy Schmitz, a University of Missouri law professor who has spent much of her career studying consumer dispute resolution. Schmitz wrote a paper explaining how some companies deliberately make it such a pain for consumers to seek resolutions to their problems that most give up and go away. “Some companies . . . reserve remedies for only those that remain persistent,” Schmitz explained. “It is true that squeaky wheels get the grease.” Read more @ https://www.washingtonpost.com/lifestyl ... eb92896916