It depends on how serious the issue is. If it’s a small mistake, I might let it slide, but if it’s ongoing bad service, I think the owner should know.
I called the bar owner when the bartender ignored me because he was on his phone. I handed the bartender my phone with the owner on the line.
If it’s necessary, I’d call. I had a guy show up for electrical work clearly drunk. I called the owner right away. Another time, a guy did a poor job with a flooring repair. I told the owner, and he came to look. The guy just needed more training. Sometimes people have a bad day, but if it’s serious, I’d call.
If it’s a vendor you do a lot of business with, I would just talk to the sales rep and explain why you’re frustrated.
Yes, I’d call if there’s something wrong, whether it’s with the website or if employees are closing early.
What if the sales rep you deal with is gossiping about your competition? Would that be something you’d escalate to the owner?
Denny said:
What if the sales rep you deal with is gossiping about your competition? Would that be something you’d escalate to the owner?
Yes, gossip can harm your brand and reputation. It’s not just about the competitors – they could be spreading your business’s secrets too. Document what’s going on and pass it on to the owner.
@Bevin
I don’t think we need to go that far, but it’d be nice if they stopped gossiping. I haven’t mentioned it to their boss yet, but I’ve learned to keep quiet around them.
I love seeing business owners who care about customer feedback. It helps create a culture of improvement, and that’s great for everyone involved.