Get it in writing

Friday, May 12, 2017

We get a lot of people contacting us with complaints and we’re used to the emotions by now. We can cope with the anxiety, disappointment and confusion consumers are experiencing. We can deal with their anger and desire for retribution.

What I sometimes find difficult to manage are my own emotions. In particular that sinking sense in my stomach when a consumer tells me, “No, it was a verbal agreement, we didn’t put anything in writing”.

Whenever I hear or read this I know life is going to be difficult. It almost always means that the consumer is completely out of luck.

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Get it in writing

We get a lot of people contacting us with complaints and we’re used to the emotions by now. We can cope with the anxiety, disappointment and confusion consumers are experiencing. We can deal with their anger and desire for retribution.