Week of August 3, 1999 Manufacturing News Billing and Pricing Top Complaints to Business Owners More than 64 percent of business owners say they receive more complaints about billing and pricing than any other issue, according to the latest survey of business owners by international management consultant George S. May International Company. The billing complaints were similar across almost all the industries surveyed, including manufacturing, health care and service areas. Quality was the second major source of complaints in those areas, and ranked first in the retail industry. "The link between billing and quality complaints as top priorities show how business has been transformed since the 1980s," said Donald Fletcher, president of George S. May International Co. "Most industries and businesses have become part of the quality movement, so they and consumers are naturally asking, ŒAm I getting the right value for my money?'" said Fletcher. "Obviously, getting things right the first time is your best defense against complaints in the future." Among the options available to rectify complaints, most of those surveyed would redo the work or replace the product. However, refunding was the preferred method among 80 percent of retailers. Respondents were also asked the frequency of complaints on a weekly basis. The vast majority received one to five per week. As to how the complaint was communicated, salespersons received the brunt of the grievances. According to Fletcher, "You not only have to back up your product or service, you have to back up your salesperson in the field or at the counter. They may not get a second chance at that customer." The Manufacturing Report © Copyright 1999 by Lionheart Publishing, Inc. All rights reserved. E-mail Editorial Dept: tmr-editorial@lionhrtpub.com Lionheart Publishing, Inc. 2555 Cumberland Parkway, Suite 299, Atlanta, GA 30339 USA Phone: 770-431-0867 | Fax: 770-432-6969 E-mail: lpi@lionhrtpub.com Web Design by Premier Web Designs E-mail: lionwebmaster@preweb.com