My rights?

[Penfold42]

Moving on from this -
http://www.forum.mobilediscodirectory.co.uk/forums/showthread.php?t=22887

How do you deal with complaints?
If you are being a "Professional" and offering a service YOU will come across the odd customer that has a grievence......how do you deal with it?

As our business is often a 'one man band' what do you offer as a way to sorting a dispute out.

Over the last few months i've been fob off by a bank over my complaint....yes I know it's a different scale but the customer is the same.....

:)

[Tony Scott]

I started in 1980 and I've never had a complaint so wouldn't have a clue how to respond to one? Probably tell them that they are wrong and need to go away to reconsider their position! :D

[rob1963]

Moving on from this -
http://www.forum.mobilediscodirectory.co.uk/forums/showthread.php?t=22887

How do you deal with complaints?
If you are being a "Professional" and offering a service YOU will come across the odd customer that has a grievence......how do you deal with it?

As our business is often a 'one man band' what do you offer as a way to sorting a dispute out.

Over the last few months i've been fob off by a bank over my complaint....yes I know it's a different scale but the customer is the same.....

:)

The advantage of being a one man band is that you know exactly what happened to cause the complaint as you were there...rather than hearing one version of events from the client & another from the DJ, and having no way of knowing how much of each version is true.

In my book, complaints fall into two categories: justified & unjustified.

The easy ones to deal with are the unjustified ones. I've had 3 or 4 of these over the last 25 years, all of which were ridiculous...but you just can't please some people. One client complained that I played the wrong version of the first dance (even though they hadn't told me they wanted a different version from the one which made the charts), another complained that I played lots of music which wasn't very dancy (even though nealy every song I played was on their request list) and someone else actually complained that I played one song which not many people danced to!

In the case of these unjustified complaints, I've simply sent a polite email or letter (depending on how the complaint was received) to say how sorry I was to hear they were not happy with my service & to explain things from my point of view. None of these have ever come back to me again to respond to my reply to their complaint.

Although I've never had one, the more awkward (and costly!) complaints to deal with are the justified ones. I would again respond with an apology & give my side of things. However, I'd also offer them something extra (depending on what the complaint was about & how much it affected the evening). Therefore, a client with a justified complaint would get anything from a partial refund to a full refund and a free disco.

[Tony Scott]

........the more awkward (and costly!) complaints to deal with are the justified ones. I would again respond with an apology & give my side of things. However, I'd also offer them something extra (depending on what the complaint was about & how much it affected the evening). Therefore, a client with a justified complaint would get anything from a partial refund to a full refund and a free disco.

No Rob just never ever admit you've done anything wrong......SIMPLES! :D

[rob1963]

No Rob just never ever admit you've done anything wrong......SIMPLES! :D

I probably won't have to, because like you I've never received a justified complaint!

:D :D :D

[DeckstarDeluxe]

its funny because I deal with loads of complaints during the day time job, mainly about price of fuel and I have no control over that!

Most of the time people just want to get something off their chest. Just listen to the complaint and try to come across as understanding. Even if you think what they are saying is wrong they arent entitled to think that way. Just be polite.

I never had an major complaint (other than young joe complaining Im not playing any dnb during his grandad's 80th birthday party etc) but that is how I would handle it.

[DJMaxG]

Free Disco Sounds Great Rob! :approve:

[Solitaire Events Ltd]

After a recent episode, I now have a complaints procedure.

One thing I have learnt is not to take complaints over the phone, get them to write to you stating exactly what they are complaining about and tell then you will respond in a definite time period.

....and don't be posting "I never get complaints" It happens to the best of us, even if they are unjustified.

[spin mobile disco]

Only real complaint I have had was about 4 months ago and I feel it was unjustified.
Played from 7pm till 1pm (the times I was paid until) Packed dance floor most of the night (with pics to proove it as well) At 10 to 1 the manager comes up and says you know we are only licensed until 1pm?
I reply yes and I only have 2 songs to go. He walks off and hovers around the light switches on opposit wall.
Bride had requested the last two songs to be played in order at the end of the night. Which I did then as usual said the thank you have a good night etc piece and shut down. Mangaer flicks lights on I start to pack down. Crowd starts to chant put some more on. I ignore as the bride told me what songs to play at the end and the manager is giving me very firm shakes of the head fro the back. So I am now getting abuse from them all you know the usual profanities.

Then Bride comes up and says put one more on. I explain the venue has already gone past their license and I have packed down to such a degree that it would take at least 15 minutes to get sound back on again.

She goes off in a huff to her dad saying the DJ has spoiled her evening. Dad comes up and I explain to him the situation but he doesnt want to hear and tries to start turning on equipment. I Pu lid on gear to prevent this and pull main plug from the wall. More prafanity usual threats etc.

Just complete children to be honest. In the meantime they are also picking fights with the bar staff outside in the other room. How do you deal with these people it makes my blood boil it really does. It seems to be getting worse recently as well. If they had payed me the overtime rate and the venue had a license and gave permission I would have continued but as we all know we have to help premesis keep their licenses or we would be out of work.

[DeckstarDeluxe]

spin i would say looking at that you need to put your prices up.......

[Happy Jack]

...but as we all know we have to help premises keep their licenses or we would be out of work.

This really is a common theme, although we've only had one group threaten to follow through with a complaint. In most situations, that desire to continue is normally fueled by a mass of merry punters who have enjoyed their evening and don't want it to end. Unfortunately we get the sharp end of their disappointment, which for us, on occasions, has been quite abusive, much like you describe.

I suppose it's indicative of how successful the night has been and a complement to yourself, but when the venue says time up there is nothing you can do. This never translates well, and venue staff do have the tendency to put the pressure on!

[rob1963]

After a recent episode, I now have a complaints procedure.

My own view is that this is not necessary.

Presumably the complaints procedure is detailed on the website or on the information sent to clients, which might give the impression that you receive a number of complaints.


One thing I have learnt is not to take complaints over the phone, get them to write to you stating exactly what they are complaining about and tell then you will respond in a definite time period.

I'm not so sure about not taking complaints over the phone either, as this allows you to discuss it with them, ask questions, get examples & therefore find out exactly what they mean.

If you just ask for a letter, their complaint might not be clear, as they might not give enough information.

In my opinion you can't beat a proper discussion to get to the bottom of something, either face to face or on the phone.

[PropellerHeadCase]

I think what VV has said in the past is the key - wind everything up with 5-10 minutes to spare - that way you have time for your encore OR you finish a little early ;) Win/Win?

[DeckstarDeluxe]

My own view is that this is not necessary.

Presumably the complaints procedure is detailed on the website or on the information sent to clients, which might give the impression that you receive a number of complaints.



I'm not so sure about not taking complaints over the phone either, as this allows you to discuss it with them, ask questions, get examples & therefore find out exactly what they mean.

If you just ask for a letter, their complaint might not be clear, as they might not give enough information.

In my opinion you can't beat a proper discussion to get to the bottom of something, either face to face or on the phone.


I have to argue with Darren about not discussing it on the phone. For example it allows you to see what points they arent happy with and gives you a chance to answer in point, doing so over the phone doesnt work like that.

Also I'd imagine when people start to write down what they are not happy about they can see if their points are really valid. Sometimes people complain about you but really arent happy with something else? Prehaps the venue or arguement with a fellow guest etc..... I had one guy moan like nothing at me for volume of the music during cheltenham race week. Turns out he lost alot of money on the horses and was clearly taking it out on me.

[Solitaire Events Ltd]

Also I'd imagine when people start to write down what they are not happy about they can see if their points are really valid.

Exactly. :)

[Shaun]

....and don't be posting "I never get complaints" It happens to the best of us, even if they are unjustified.

What if that's the case though? To date I've never had a complaint from a client, justified or unjustified. Probably just down to luck, I've no doubt I'll have to face that situation at some point.

I've had the usual guest complaints through the years though, usually for not playing some obscure head-banging track, or complaints from Granny that the music is too loud....which it will likely be if you choose to sit at the chair that's closest to the speakers.

I was once knocked unconscious by a chair for not playing a request. Does that count as a complaint? :d

[rob1963]

I have to argue with Darren about not discussing it on the phone. For example it allows you to see what points they arent happy with and gives you a chance to answer in point, doing so over the phone doesnt work like that.

I think that clients should be able to discuss their complaints on the phone if they want to.

How many businesses refuse to speak to clients on the phone about complaints?

Nothing would wind me up more than phoning a company to complain about their service & them refusing to speak to me about it.

:shrug:

[Tony Scott]

....and don't be posting "I never get complaints" It happens to the best of us, even if they are unjustified.

No Darren I've genuinely never had a complaint from a client......hope I never do!


...I was once knocked unconscious by a chair for not playing a request. Does that count as a complaint? :d

Nah that's just high spirits surely? :D

[DJMaxG]

It depends how long the Discotheque has been trading, If someone has only been doing it for 24 months, then they are probably less likely to receive bad feedback than someone who has been trading for 20+ Years.

What counts as a complaint,
Is Turn the music down ?

Just to add,
Darren's complaint procedure avoids those ringing up just to have a pop at the DJ, those who are just slightly 'hacked off', probably can't be even bothered to write the letter, so it seperates those who are geniunely dissapointed with the service they received from the entertainer, from those that just had a bad night due to other reasons.