Ceiling A record attendance of Wellington members crammed into the August Technical Meeting to hear Emily Stuart's exposition on complaints in the paint industry. She suggested that some complaints that came in indicated the Reps felt they had to create more paper work, while other Reps might ring occasionally to ask an opinion before going out and sorting out a customer's problem themselves.
Companies spend a lot of money on market research to find out what their customers think.
When a customer complains, you have a customer volunteering exactly what they think. A complaint is an opportunity to create superior customer value as nine out of ten people with complaints just take their business elsewhere, and in the process tell between five and 20 people of their displeasure. But if handled properly, a complaining customer can become a raging fan. Emily presented the main customer complaints shared by members of the paint industry and the reasons for them. Complaints to do with tinting colours are often caused by mistints or when the tinters are not mixed in immediately after tinting, or are not mixed long enough.