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The complaining habits of public figures – Matt Allwright

A series of interviews by The Complaining Cow

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright.

1) Generally, do you complain to a company regarding a faulty item?

Yes, but always from the point of view that we both have something to gain. I just complained about excess packaging. Turns out they weren’t using plastic but compostible starch wotsits. You live, you learn. If you don’t complain, you don’t.

2) How much does the likely redress have to be before you will complain and why?

I’m rarely after money. I’m usually looking for some sense of balance in the transaction. It just has to make sense.

3) How well do you know your legal rights (would be the Consumer Rights Act, different sectors regulations etc. in the UK)

Not bad, but I’m probably a bit out of date in a couple of areas. The legislation changes quite regularly. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. Great bit of law, that.

4) If you receive service over and above good do you give feedback? If so how?

Always. It breaks down the barrier between customer and provider and demonstrates you understand the difficulty and importance of dealing well with clients. Verbally, written, direct to bosses. It makes a massive difference because it’s relatively rare.

5) If you receive poor service how many people do you tell?

I tell my friends. I tend not to use social media because it bends everyone out of shape on the few occasions I have done it. Everyone gets a bit strange and jittery and I feel like I’ve abused my position a bit.

6) If you receive good services how many people do you tell?

Typically, friends and family.

7) What if anything stops you from complaining?

The possibility of a positive outcome.

8) What do you think of using social media to complain?

It has to be structured and not personal.

9) Is customer service/being able to gain redress a factor when deciding where to purchase an item?

Yes. If I’ve had a bad experience I won’t go back.

10) Do you ever contact a CEO of a company? If so at what point in the complaint process?

Again, only if it’s relevant otherwise everyone gets a bit unnecessary. If I can help a company shape up, then it’s worth going to the top to make it happen. I’m not going to do it just to make my life easier. I’m in a slightly different position to most because of my role in the public eye. That’s not there to be used for my own benefit.

11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator) or gone to the Small Claims Court tell us about it

No. Never had to.

Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

About Matt Allwright

Still waiting for him to send me his bio! But you know him from Watchdog and Rogue Traders! Author of Watchdog: The Consumer Survival Guide*

I met him discussing wedding cancellations for Watchdog on The One Show:

Wedding venues and insurance getting refunds

See more people in the public eye/consumer world talking about their complaint habits in the interview series

Help with your complaints

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

And if you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

101 Habits of an Effective complainer book cover with logo

 

101 Habits of an Effective Complainer see Matt Allwright’s review

 

 

 

*Affiliate link

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Business public figures interview series

The complaining habits of public figures – Brad Burton

A series of interviews by The Complaining Cow

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of 4 Networking CEO and Business Motivational speaker Brad Burton. So how does the big guy complain?

Brad Burton

Brad Burton’s complaining habits

1)  Generally, do you complain to a company regarding a faulty item?

Rarely do I complain. I’m a pretty easy-going guy and understand that businesses, on occasion will get it wrong, but what IS important is how an organisation aims to fix things

On occasion I have been absolutely infuriated, usually as a result of bad decision upon bad decision upon bad decision by those in charge. The most recent example of this was when I visited ZIZZI’s (A place I have regularly eaten in and been happy with for over a decade). I was with my  business coach at 7pm and they informed me that, despite the restaurant being 75% empty, they wouldn’t be able to give me a table. And in this financial climate, absolutely crazy . I filmed the restaurant and  put it on twitter, to discover others had had similar bad experiences in different venues so something is going on there nationally . I didn’t receive a single reply or apology from the organisation.

2)   How much does the likely redress have to be before you will
complain and why?

Pretty bad. I realise that everyone is human and mistakes happen. As above, it is usually out of frustration when I do complain, because I can clearly see the situation could have been avoided with better management.

3)   How well do you know your legal rights (Consumer Rights Act, different sectors regulations etc.)

I don’t know them at all, but I do know when I receive good customer services, or bad customer service.

4)      If you receive service over and above good do you give feedback?
How?

I always @ the org on social medias when I have great customer service.

5)      If you receive poor service how many people do you tell (include
your social media followers too!)

I think that’s the modern way of communication and if it’s really bad I will go onto social media. Often I won’t bother.

6)      If you receive good services how many people do you tell?

I share to the same audience whether it’s good or bad! Both I feel people need to know about.

7)      If you don’t really complain or it has to be a significant amount
in question before you will, what stops you from complaining?

I complain when I envisage an outcome worth fighting for

8)      What do you think of using social media to complain?

It’s the most effective method out there.

9)      Is customer service/being able to gain redress a factor when
deciding where to purchase an item

Not initially but if I do receive bad or unfair customer service I will 100% be less inclined to use them in the future.

10) Do you ever contact a CEO of a company? If so at what point in the complaint process?

Never for a complaint. Although I have spoken at director level to companies.

11)   If you have ever used an ADR scheme (ombudsman/mediation/arbitrator) or gone to Small Claims Court tell us about it

No I haven’t.

About Brad Burton

Brad Burton is the UK’s #1 Motivational Business Speaker. However, he left school with no qualifications, spent years on benefits before starting his own business in 2006. With £25,000 of debt he was delivering pizzas at weekends to help keep his business afloat. 10 years on, that business; 4Networking, now runs over 5,000+ business networking meetings each year with 1000’s of members.

Brad is also the highest rated & reviewed 5* Amazon business author. He has four best-selling business books** under his belt.

Brad on Facebook
@BradBurton
4Networking

Get off Your Arse by Brad Burton chapter 1

Brad Burton head shot complaining habits

 

Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

Help with your complaints

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

If you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

** affiliate link