10 Types of Complainer which one are you?

What type of complainer are you?
What type of complainer are you?

I believe that there are many types of complainers. Whatever type you are, this book will help you become more effective in your complaining.

The Professional Complainer

This title annoys me. A lot. I often get asked if I am a professional complainer. It is an utterly ridiculous term. I haven’t trained to be a complainer. I haven’t got any qualifications in complaining and I don’t do it as a job although  I do now take up people’s complaints for them when all else has failed and they need some help. I see this as providing consultancy advice and  not  what people mean when they ask “Are you a Professional Complainer?” No-one is a professional complainer. It is insulting to those with a profession.

The Serial Complainer

I often get asked if I am this kind of a complainer too. I think this term is best suited to people who complain continually to the same company. Frequently they have been offered some redress but they keep on spending a disproportionate amount of time on complaints. They ‘phone the company, send emails, send letters and never give up – often over trivial matters. they can also give effective complainers a bad name. The Complainers showed some of these.

The Extreme Complainer

Similar to the Serial Complainer, this person complains when the time spent is not comparable with the possible redress gained. S/he will complain about anything and everything sometimes with an end in mind but usually just for the sake of it and not because they feel genuinely aggrieved. There’s a difference between complaining about the principle of some rotten apples for £1 and complaining about the assistant who annoyingly asks “Can I help you?” and hangs around when you just want to browse. That’s subjective and annoys the heck out of me and I’ll moan about it but I won’t complain to anyone to gain redress!

The Dishonest Complainer

Serial and extreme complainers probably give people who complain effectively and regularly with good reason a bad name. In addition to wasting their own time they often waste customer service’s staff time which could be better spent with reasonable complainers. But the Dishonest Complainers are in a league of their own. They make up stories and complaints, putting hairs in meals for example, just to gain freebies. And here’s a word of warning if you are thinking about fabricating a complaint Brit couple who made ‘fake’ claim over ‘dodgy food’ at Greek hotel could lose home because they were sued back for £170,000 by the furious chain

The Opportunist Complainer

Similarities with The Dishonest Complainer, The Opportunist Complainers look for opportunities to complain and gain something to which they are usually not entitled, often keeping on at customer services until they are paid to “go away”.

The Rude Complainer

This type of complainer can often be ineffective, serial and/or extreme. Swearing and shouting at staff and/or writing abusive letters/emails rightly rarely gains redress.

The Amusing Complainer

These complainers are a little bit different. Really good amusing complainers have gained media coverage for their complaints, such as the Sons of Maxwell’s “United Breaks Guitars” song that went viral. (See it on Youtube) and the hilarious letter written to Richard Branson regarding the food on a Virgin flight. Amusing Complainers don’t always need to know their legal rights if their correspondence is entertaining enough and the receiver has a sense of humour. This complaining style is usually effective but sometimes humour doesn’t gain redress and to ensure that they will need to become an effective complainer.

The Innovative Complainer

These are to be admired I have to say. Being innovative will usually work. Often the Amusing Complainer falls into this category but to be truly innovative the quality needs to be more than just enough to make friends and family smile. My cousin ‘phoned up a toy manufacturer’s CEO’s secretary and pretended to be from the BBC in order to gain access to the CEO. She was put through to him directly and went through her complaint. It can’t be done with every complaint but when a complainer is innovative the response is usually good.

The Ineffective Complainer

This person tries. Not assertive, not knowing their legal rights, ineffective complainers try to get refunds but rarely get them. They get fobbed off when they try and complain. The Ineffective Complainer may vent a tweet or a post on a Facebook page but not follow it up to gain redress.

The Effective Complainer

In order to always gain redress one needs to be an effective complainer. The Effective Complainers know their legal rights, assert them politely and will not be fobbed off – when the company they paid tries to blame the manufacturer or delivery company for example.

Help with complaining

Youtube channel – lots of clips of consumer rights

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

 

I believe that there are many types of complainers. Whatever type you are, GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! will help you become more effective in your complaining!

 

 

 Top 20 Tips for complaining effectively

How to Complain Effectively

Top 20 Tips for Complaining Effectively

So, what kind of complainer are you?

 

The Complainers Giving Complainers a Bad Name?

My experience with The Complainers
Well The Complainers filmed me. Lovely Tom and Jon came to film me and said they would be back to film updates to the stories and film me with the blog and stuff! I’m probably old enough to be Tom’s mother but should you ever be filmed by Dragonfly (they made The Hotel – hilarious, and One Born Every Minute so a great company) ask for him, he is very very easy on the eye! 🙂 They asked to be kept informed and that was that. I kept them informed, the researcher seemed interested in the workshops and community radio I was doing, all more interesting than filming someone emailing and said she’d ‘phone on the Monday. Then I was on the BBC….. Then it all went quiet. I joked that perhaps Channel 4 may not like showing someone who had been on the BBC! It became clear that despite more interesting things to film, like having my carpet cleaned courtesy of The Body Shop and updates to stories, workshops and radio, Dragonfly didn’t contact me. After a few months I was curious why and emailed. Jon replied “We had a bit of a change of direction after we met you so it became more about longstanding complaints within the utility sphere and then it got more focussed from there. Certainly I hope when you see the documentary that our episode wouldn’t have been the right fit for your endeavours, even though both Tom and myself had a fantastic time coming to meet you.”

Hmm, I took long standing to mean longstanding. My complaint with Virgin that they filmed had reached the point of CISAS and that has to be 8 weeks before you can do that. I thought all my stories re Tesco showed that I often picked on them. But then we saw the first episode and things became clearer.

The first episode
I thought that this would be interesting. See things from the other side and how Transport for London deal with complaints. Although we didn’t see that. We saw abuse sent through Twitter which is nothing to do with complaining. We saw Traffic Droid, giving out red cards to road users who in his opinion were not abiding by the rules, and by others’ opinion, putting others in danger. I’m not certain as I got so bored watching the programme. The Telegraph summed it up in a good review. An opportunity to show what happens in call centres but we didn’t see one complaint being handled. There must be hundreds of complaints about transport but did we see any? No. Far too much of one person, even in the name of entertainment was he really the only “character” they could find? So if you were watching in the hope of finding out how to complain about delayed trains this is what you need.

The second episode
Councils. Well this will be full of “characters” I thought. Even if we don’t see complaints being resolved. Nope. Just a few yet again. Ridiculous, there must have been loads to choose from. An extreme complainer – no sign of complaining about consumer issues or asserting legal rights. At least I think in this episode we did see a couple of call centre staff answer a call and resolve a complaint.

The third episode
Well apparently this is the one I would have been in. And there it was the reason I was not used. Fair enough. Yep, “My endeavours were not a good fit”. No wonder Tom and Jon wanted to come back to my house and have me cook for them! They must have liked coming to my house, it was clean and they happily drank tea, ate biscuits and had a glass of wine. But I am polite (well, when I write complaining to companies) assertive and use the Law. At least the programme was extreme enough for people who don’t complain to realise that this is not the way to do it and hopefully see that not everyone sees a complaint as an “opportunity”. Shame about the stereotyping too for 2 of the characters, although moving your stuff via a nicked shopping trolley did make me laugh Ian 🙂

Overall thoughts
Well, I can see why I wasn’t used! Although I write (I’m reliably informed) a useful and entertaining blog and give good free advice on social media I’m not sad/loony/desperate enough to go looking for complaints or continue on and on with the same complaint (having got it resolved in the first place). I named the insect in the Tesco rice Phillip after the CEO and I had a hammer which I was tenderising chicken with while I slated the Tesco CEO. It amused Jon and Tom at the time but I think that as time progressed and the powers that be decided they wanted extreme complainers (as opposed to people complaining and asserting their legal rights) it would have been used if I had gone to the Tesco offices with insect and hammer in hand demanding to see Clarke!

I loathe the term “serial complainer” and “professional complainer” both are ridiculous terms and don’t reflect what many other people and I do which is to complain effectively. We don’t go looking for complaints or continue complaining when a matter is resolved. But the people reflected in this programme were not just asserting their legal rights or righting wrongs. A better title for the programme would have been “Extreme Complainers”. Then that would have truly reflected the programme. As it was, it was disappointing as we didn’t see how best to complain or how complaints were dealt with. Should you want to know how to make complaints effectively then I talk about tips:

and 2o Top Tips

So all in all, I was of course a bit gutted that I wasn’t filmed more and shown as it would have been great PR for the blog. If I didn’t write this blog I wouldn’t have wanted to appear so perhaps that’s another difference between your average complainer and an extreme one. I was filmed for Ripped Off Britain last week, so looks like I’m more of a BBC gal! Tell you what these director chappies are really very nice although you should shave off the beard Iain, it doesn’t suit we need to see more of your face 🙂 I also think that directors are like police officers, all getting younger and making you feel old!

But the real shame is that such an opportunity to inform people was missed in an effort to “entertain”. But if they were wanting people to talk about it like Benefits Street the commissioners or whomever made the decisions to change the focus from genuine complaints and looking at how complaints are dealt with to showing extreme complainers were misguided. Reviews have been poor, characters were limited and people don’t care enough. Benefits come from our taxes, we generally care how our taxes are used and it is an issue which gets people worked up. You are either a complainer or you aren’t. One isn’t going to get worked up about how someone fills their time when it does not affect them personally. I’ve said it before and I’ll say it again. There is a need/opportunity for a programme on how people complain without being an extreme complainer and without having to resort to media programmes like Watchdog to take up cases. Sadly, The Complainers did not fill that gap.

What did you think of The Complainers?

If you want to be an effective complainer and always get redress, then buy the book!