I go out of my way to feedback praise, because it is all to simple too complain, which I do quite a lot of! A favourite of mine was when the Managing Director of Thameslink was calling me to discuss my compensation claim, and said that I was just a moaner! He didn't have a lot to say when I read him a letter from British Airports Authority that said something along the lines of:-"Dear Mr Owen, Thank you for your letter dated xxx. It is always gratifying to hear from customers of good service, which will be passed back to the member of staff concerned. It is even more refreshing as we generally only hear about things when they go wrong". (Can't remember the rest; it was twelve years ago!).With that, the MD agreed my claim of £360!As a rule of thumb, I think one letter of praise on an individual would easily cancel out a dozen complaints on the same person.And finally, for those that have an iPhone download an app called Resolver, which is designed to do all the complaining for you! Pity is I don't have an iPhone!
Ben Owen ● 4407d