Taking Complaints to the Next Level

Last year, I violated one of my own cardinal rules for getting customer satisfaction. I did not take my complaint to the top. I had complained about a defective bathing suit both by phone and in writing. The company wanted the suit back, but after several more calls, the rep claimed it never arrived. Did I insure it? Why would I insure a damaged suit? I went away very dissatisfied. A month ago, I attended a conference where the same bathing suits were on display. While looking around, I decided that I would tell the salesperson my sad story. He listened and within minutes, insisted on giving me $50 worth of merchandise. What I didn't know until afterwards was I had taken my complaint to the next level. I discovered that the president of the company had been waiting on me. In no time, he restored my faith in the complaint process.