Attention-Getting, Noteworthy Complaint Response Philosophy
Not every company or organization goes as far as this company to work with stakeholders
You recognize and know when a company is willing to work at and commit to being positively different, ethical and moral, one might say, in its approach to complaints.
Years ago I worked as a radio intern for a consumer rights advocate in Denver, Colorado and I remember him saying something along the lines of anyone can claim to have great customer service but the proof is what you do when there is a problem.
That is, of course, true because it’s not 100 percent of the time or anywhere close to that number that consumers receive, objectively speaking, “great customer service.”
Yet there are people within organizations who will do the right thing and do it very well, and consistently so, to where they live up to who they say they are and at times, they will even exceed expectations.
The company Chip bills itself as a wealth app where you can save and invest. No, this is not a paid endorsement and no, I am not a customer. What I am sharing today is an observation and analysis from doing some business research.
What caught and held my attention was a page titled “Complaints.” I clicked on it and was surprised and encouraged by what I read. Here are the highlights and analysis:
Complaints Response
“We recognize that things can go wrong. We want to learn from our mistakes and improve your experience whenever possible.
“So, we've made it as easy as possible to raise a complaint with us, either through email (at hello@getchip.uk), by post or Chip's live-chat (this can be found under the profile tab in the app). More information on opening hours can be found at: https://www.getchip.uk/contact.
”Our registered address is:
Sixth Floor, Fora Montacute Yards, 186 Shoreditch High Street, London, E1 6HU.”
Do You See What I See?
What I just read is no small thing.
Here’s why: Many organizations, if not most, have a very difficult time admitting they are human, therefore flawed, and make mistakes big errors, which put consumers (stakeholders) in difficult and stressful and yes, unfair situations.
Chip is, in essence, saying, “no, we know that happens and we’re not immune from it and we care about you and want to be better in how we conduct business with you. In fact, we want to invest in getting it right for you.”
Without this mindset, nothing good is going to happen in responding to complaints.
Now, when Chip says we “make it as easy as possible” that is cause for concern because what it thinks is “as possible” may differ from what a consumer (stakeholder) believes is legitimately possible. However, then the leadership goes on to show its commitment to caring for people in a responsible way.
It provides an email contact (not always a given today with organizations that wish to keep people at many arm’s lengths, which should be illegal, honestly), a live-chat and shows you how to find out the hours for that chat and for good measure, provides a “snail mail” address.
This, in totality, is effort. This is also much more than most organizations and brands offer fellow humans these days. Yes, a direct phone number should be provided too yet that seems like wishful thinking with many organizations anymore.
Let’s Go Deeper
Chip doesn’t just address the macro (complaints), it communicates about the micro (details) and it doesn’t resort to the normal disappointing, “terms of service.“
It talks about points that a fellow human being cares about and in a polite, not a dictatorial manner.
Chip, in detail, communicates about 1) what it will do and how long it will take (this is very smart and responsible) 2) specific complaints, saying that, “We aim to resolve your complaint as quickly as possible and to your complete satisfaction (impressive communicated commitment) and when that may not work out, 3) referring the complaint to an ombudsman service (this again, is no small thing; it’s still a possibility for the consumer to gain relief).
The company provides two phone numbers for that service plus an email and postal mail for complaints to send to that service.
How user friendly all that is, who knows, but it is way more than most organizations provide to deal with mild-to-moderate dissatisfaction or worse, significant problems.
I have no idea how customers of Chip who have been concerned or upset feel after going through the complaint process yet that the company communicates in depth and doesn’t hide from responsibility.
That it appears to want to do the right thing is notable and at least in some ways, honorable. It stands out in that area and shows some of what is possible to be more socially aware, empathetic, responsible and ethical.
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