complaints

Be it hot summers, chilly winters, excess rain, lack of rain, boring movies, lousy customer service, bad governance, too much work, or nothing to do at all. We all are experts at finding reasons to complain. We know that it is futile and harmful. Yet, we cling to it thanks to human behavior. It is attracted to negativity easily. Thankfully, we always have a choice. We just need to understand and get into the habit of choosing concern over complaint.

Story Time

Yesterday, we ordered food from an online food delivery app. I was super hungry, and as soon as it was delivered, I quickly unwrapped it and began eating. It was egg curry instead of a paneer dish. Since I’m okay with eggs (that’s not non-veg for me, at least till now). In the next few seconds, I realized the restaurant had sent a non-veg meal instead of a veg platter. Suddenly all the happiness faded away. Luckily my wife is non-vegetarian. No wonder she was smiling.

The next logical step, raise a complaint. I started chatting with customer care, and the agent was super efficient. He understood and kept apologizing profusely. He refunded the amount for the veg meal, which meant the non-veg platter was free of cost. All this time, I tried to keep calm and focus on resolution instead of beating the bush, which we usually do. I ended the chat by thanking the agent and reminding him to send the complaint to the restaurant as it can be a big deal for other vegetarians. 

It’s not that I don’t complain. At that very moment, I choose concern over the complaint. Be it for the agent who was trying hard, thinking I was super mad, or improving the process so these issues are reduced.

While a complaint is negative, the concern is constructive. Hence moving away from complaints and embracing concern is an excellent way to improve ourselves.

How Is Concern Different From Complaint?

When we have a concern, we are worried or bothered about something. It could be about a problem or situation we think needs attention. On the other hand, a complaint is when we express discontent or unhappiness about something that has happened or a service we received. Choosing carefully between expressing a concern or making a complaint is important because they have different meanings and can lead to different outcomes. 

We want to raise awareness and find a solution when we have a concern. However, when we complain, we express our disappointment and hope for a resolution or compensation. So, think carefully before you decide whether to voice a concern or make a complaint, as it can affect how your issue is addressed.

What Are the Major Differences Between Complaint and Concern?

The main differences between a complaint and a concern are:

Why Is Showing Concern Better Than Complaining?

Choosing concern over complaint is often a better approach because it promotes constructive communication and problem-solving. When we express a concern, we indicate that we care about the issue and want to find a solution. It also shows a willingness to work together toward improvement. Concerns are generally more focused on the problem itself rather than placing blame or expressing dissatisfaction. 

By framing our thoughts as a concern, we create an opportunity for open dialogue and collaboration, fostering a positive and cooperative environment. This approach increases the chances of finding a mutually beneficial resolution and maintaining a good relationship with the parties involved. It also allows for addressing the issue’s underlying causes, leading to long-term improvements.

How to Complain Effectively?

Choosing concern over complaint doesn’t mean we can’t complain. We can and should, However, a complaint can only be effective if we add a dose of concern to it and be mindful of the points below. Otherwise, we will end up creating further dissatisfaction. 

• Know the problem: Determine precisely what went wrong or what you’re unhappy about before making a complaint.
• Collect evidence: Gather documents or proof supporting your complaint, like receipts or photos.
• Choose the right way to complain: Decide how you want to make your complaints, such as talking to customer service or emailing.
• Stay calm and polite: Be calm and polite when expressing your complaint so you’re more likely to get a positive response.
• Give all the details: Provide necessary information like dates, times, and names to help them understand your complaint.
• Be clear about what you want: Tell them what you expect as a solution, whether it’s an apology, refund, or change in policy.
• Follow up if needed: If you don’t get a response or a satisfactory solution, politely ask for an update on your complaint.
• Keep records: Write down the details of your complaint, including who you spoke to and any promises made, in case you need them later.

Remember, effective complaining involves being clear, respectful, and actively engaged in finding a resolution.

In Conclusion

A complaint is centered on expressing dissatisfaction and seeking compensation, often aggressively. In contrast, concern focuses on problem-solving, raising awareness, and working collaboratively toward long-term improvements. Next time you need to complain, do it wisely. Turn it into a concern to make it a win-win situation for everyone.

Do you have any similar examples where choosing concern over complaint benefitted you? Please share so others can learn from them.