Sorry, but the customer isn’t always right

Did you hear the one about the consumer who wanted to complain because her car was repossessed by the bank, and yes, she hadn’t made a payment for over 60 days, but told us it was the bank’s fault?

Or the patient who complained about his dentist because after repeatedly refusing any kind of pain-relief procedures, he wanted to take issue with how much it hurt?

Or the couple who asked for free hotel stays and a credit for the nights already stayed because the husband stubbed his toe on the hotel bed?

These are real calls received recently by TheLocalBBB.

What’s so disturbing about these examples is that they reveal how nasty and aggressive some complainers are getting. We sometimes wish there was a Better Consumer Bureau to compile a list of unreasonable complainers and customers who refuse to take responsibility for any part of a problem.

Bottom line: There are substantially more bad customers than there are bad businesses, and it feels as though it’s getting worse.

For that reason, TheLocalBBB developed a Consumer Code of Ethics, which we give to high school students during BBB Financial Literacy sessions and to the general public when we have our booth at regional events. It states:

“Know your rights and responsibilities to comparison shop first, read what you sign and ask questions before you buy. And if it sounds a little fishy, or way too good to be true, STOP, ask lots of questions and do more research.

“Don’t return used goods, switch price tags or otherwise deceive the company. Remember, what you do before your children teaches them what is right and wrong.

“Be honest about events, dates and other information that relates to the transaction. If a clerk makes a mistake in your favor, tell them. Treat the company in the manner you would want to be treated.

“Live up to your part of the deal. Make your payments, keep your promises and if something comes up, communicate with the company.

“Store employees are human beings, and often not empowered to handle all problems that come up. Don’t take your anger out on them. Act like an adult and treat people the way you expect to be treated.

“If a problem comes up, tell the company. It’s unfair to tell your friends, neighbors and Internet buddies without giving the company a chance to make amends.

“Be reasonable. Making outrageous requests just erodes your credibility. We all get mad enough to want the employee tarred and feathered, but we should have the integrity to not ask for such action.

Equitable solutions are easy to achieve with reasonable people on both sides. Focus on the problem, not the person and bring a solution with you when you make a problem known to a business. If you are too angry to act in a manner that wouldn’t embarrass your mother, wait until you cool down.

I encourage businesses to ask an out-of-control customer to leave their place of business. There is no reason your staff, other customers, or even the owner should put up with verbal abuse.

Life is always easier when you have some guidelines, but few of us have been taught how to effectively complain. We’re here to say, it’s never too late to learn.