The Constant Complainer

If I'm not happy with something, I will let it be known. I'm not prepared to suffer in silence, especially when it comes to customer service, and I'm not going to lower my standards because somebody else refuses to raise theirs. Over the years I have honed my complaining skills into something of an art form. I've received free phones, meals, vouchers, products, upgrades and refunds.

My first job was working in a sandwich shop at the tender age of 15. I was paid £3 an hour and after my shift on a Saturday the £27 I clutched in my coronation chicken stained hands may as well have been a million pounds. The shop in question was, and still is, a popular independent store in the town centre. When I got the job I was told in no uncertain terms that the customers pay my wages and they were to be kept happy. No customers = no business = no job. It's a viewpoint that has stayed with me my entire working life whether in the sandwich shop, in law firms or where I am now. Apart from when I was at the NHS, any role I've had has involved some kind of client liaison either on the phone or in person.

The problem is that very few people seem to care about how customers are treated these days and it feels as though every few weeks I'm complaining about something not being right. From surly staff and poorly cooked food through to faulty goods and incorrect orders - it's all been going wrong.

I'd like to point out that I don't complain at the drop of a hat, there are rules. Making a fuss over something the staff have no control over is ridiculous. I remember a woman going mental in New Look because there weren't any changing rooms available. I'm not sure what she wanted the girl at the door to do, she could hardly kick someone out. Equally it's worth remembering that floor staff have no say over stock or prices. Raging at a 16 year old Saturday girl in a supermarket because they haven't got your favourite cheese just exposes you as being a jerk. Also, everyone is entitled to a bad day. Nobody is perfect and you have to cut people some slack. I make mistakes at work as I'm sure you do too so it's unrealistic to expect someone to be perfect all the time.

To make a good complaint you need to explain how the company has upset you (i.e rude desk staff), why it has upset you (i.e loyal customer) and what you had to do to fix it (i.e go elsewhere). You need to be calm and polite because it's likely that the person you're speaking to or writing to had nothing to do with the incident and you need to stick to the facts. Don't bring up stories you've heard from other people because they have no bearing on your experience that day. It's best to put things in writing because you have a record of what you've said and it's easy for things to get heated on the phone.

I also believe it's important to praise people when they do something right rather than always focusing on the negative aspects. It was a while ago but in December I went to the MAC counter in Beales in Bournemouth with my mum as she was going to kit me out with new make-up for Christmas now that I had a healthy glow again. The man who did my make-up was fantastic. He was friendly, professional and obviously had a vast knowledge of the products he was using and selling. I wrote to MAC and to the store to thank them for the great experience and to let them know they had such a wonderful member of staff. I received two nice letters back and MAC also sent me a free limited edition lipstick, lip pen, lip glass and make up bag just because I'd taken the time to send them some positive feedback.

If you complain to a company and they try to fix it, you should let them know whether it worked. A couple of months ago we tried to visit a chain restaurant for breakfast but they weren't open despite what their website said. I wrote to highlight this and was given a £30 voucher as an apology. We used the money, had a lovely meal and decided that it had obviously been a one-off hiccup and we would be returning. I wrote back to them and explained how nice the waitress had been and that we'd enjoyed our food so we would be repeat customers. You have to give credit where it's due.

I think it boils down to this, you are entitled to expect the service and goods that you are paying for. It's your hard earned money and you shouldn't have to part with it for something you aren't satisfied with. I had a meal at Frankie & Benny's recently and it was awful. I asked for no tomato but they made it without mayo instead and left all the tomatoes in. I told the waitress but also said it was ok as I'd take them out myself but then I found a large piece of fryer detritus on my plate. I informed the manager that it wasn't the standard I expected and I wouldn't be finishing or paying for my food. She agreed and it wasn't a problem.

If you're not happy with something you have to let them know. Without you they wouldn't have a business and it's up to them to fix it. We're told from a young age that we should treat others as we want them to treat us and it's the same for customer service. They should treat us the way they would want to be treated in another store.

People are spending less and less at the moment and I know that I'm not parting with my cash if I'm not 100% happy with what I'm buying. Settling for second rate service and goods should no longer be an option for us consumers.

Or perhaps my expectations are too high. Maybe I'll have to change my name to Romoany in honour of all moaning. What do you think? Are customers being taken for granted or am I just unlucky?

The obligatory handbag post

I've seen loads of blog posts about what girls carry around with them in their handbags so I thought I'd join the party.

I realise just how little I keep in my bag compared to some people but this works out well for Rich as it means there is always plenty of room for his phone/wallet/vita etc when we go out.

Here are the general contents:

I won't leave the house without my purse which is a purple leather beauty from Aspinal of London. It was my leaving gift from the law firm I worked at in London and I love it dearly. I know it cost £100 because I was going to buy it for myself with my final salary payment as I knew I'd never be earning that kind of money again but my friends surprised me by clubbing together to get it. 

I also won't leave the house without my blood sugar testing kit and glucose tablets. About 6 weeks ago I was diagnosed with diabetes as a result of my kidney transplant anti-rejection drugs causing chaos. I inject myself with insulin every morning and take 6 tablets a day to keep it under control. 

I always have ear plugs in my bag because for the 2 years I was ill, I'd often be sent to the hospital at very short notice and end up having to spend the night. I'm a very light sleeper and it's nothing short of a miracle that I didn't murder any patients for snoring. I soon learned to keep some ear plugs with me at all times and despite being fit as a fiddle (well, apart from the diabetes) I still carry them just in case. 

My passport is obviously for ID purposes. I lost my driving licence card several years ago on a night out and only recently replaced it. I guess my passport can retire to the safety of the bedroom drawer now. 

Two kinds of Vaseline, because a girl needs options and a MAC lipgloss for obvious reasons.

A pen and a little pad in case I need to make a note of something.

Oh, and a breath freshener spray. I have a weird addiction to mints so I can't buy TicTacs or Trebor Extra Strong anymore and got bored of finding little bits of tissue with chewing gum inside at the bottom of my bag so I switched to this stuff. 

I usually have a packet of tissues with me too but I ran out and haven't replaced them yet. 

I always have these 6 things inside my purse aside from the usual cards and receipts.

A cashout voucher from the Rio in Las Vegas. It's only for 75 cents but it means that even when I have no real money in my purse, it's technically not empty.

My steroid treatment card. I don't really know why I have to carry this with me but when I had my transplant I was told to keep it on me at all times so I do although I've never had to use it or show anyone. I like to think that when the inevitable day comes that I do punch someone in the supermarket for blocking an entire aisle with their trolley, I can use it as a roid rage pass. 

A super old photo of Rich when he had longer hair than mine.

My front row ticket to see Eddie Izzard at the Tivoli. I carry this because he's a hero of mine. Not because of all the marathon running or weird recent political involvement - it's because since I was 13 he has always made me laugh no matter how sad I am. I used to have a severe phobia of needles. I've been known to cry, scream, pass out, vomit, run away and have a panic attack just from seeing one on the telly. Dialysis would have been impossible so I had some hypnotherapy from the Renal Psychologist to cure my fear. I had to use an "anchor" and was told to pick someone I admire and respect so I chose Eddie. The psychologist said it was the first time she'd ever had someone chose a comedian and would be suggesting it to more people. 

The guardian angel was given to me by a good friend and has the world "health" written on the back. I'm not a big believer in angels, nor do I disbelieve in them but I appreciated the gesture. 

My lucky penny is from one of those coin machines you find in tourist places. I got this from the top of the Stratosphere in Las Vegas. I'm still yet to win the Lotto so I can't say it's bought me any substantial fortune but I am lucky to be alive and that's enough for me.