Rely on the most comprehensive, up-to-date legal content designed and curated by lawyers for lawyers
Work faster and smarter to improve your drafting productivity without increasing risk
Accelerate the creation and use of high quality and trusted legal documents and forms
Streamline how you manage your legal business with proven tools and processes
Manage risk and compliance in your organisation to reduce your risk profile
Stay up to date and informed with insights from our trusted experts, news and information sources
Access the best content in the industry, effortlessly — confident that your news is trustworthy and up to date.
With over 30 practice areas, we have all bases covered. Find out how we can help
Our trusted tax intelligence solutions, highly-regarded exam training and education materials help guide and tutor Tax professionals
Regulatory, business information and analytics solutions that help professionals make better decisions
A leading provider of software platforms for professional services firms
In-depth analysis, commentary and practical information to help you protect your business
LexisNexis Blogs shed light on topics affecting the legal profession and the issues you're facing
Legal professionals trust us to help navigate change. Find out how we help ensure they exceed expectations
Lex Chat is a LexisNexis current affairs podcast sharing insights on topics for the legal profession
Discuss the latest legal developments, ask questions, and share best practice with other LexisPSL subscribers
When people cease to complain, they cease to think: Napoleon
I fear for the English then.
As a general rule of thumb, we love to gripe, grumble and whinge but we rarely complain in a formal sense.
As social anthropologist Kate Fox observes in Watching the English: The Hidden Rules of English Behaviour:
English customers may moan indignantly to their companions, push the offending food to the side of their plate and pull disgusted faces at each other, but when the waiter asks if everything is all right they smile politely, avoiding eye contact, and mutter, ‘Yes, fine, thanks'
Typically, for businesses, the evils of the 'silent complaint' usually manifest themselves as lost future trade or a damaging rant on social media. And suing a customer for defamation is usually not a realistic option.
So how can traders fight against the tyranny of the invisible moan?
Counter-intuitively, there is plenty of research to show that encouraging complaints is actually good for business (see, for example, this recent article from Forbes in the States).
So, here are some tips and pointers to draw out complaints and, importantly, stay on the right side of the law:
Access this article and thousands of others like it free by subscribing to our blog.
Read full article
Already a subscriber? Login
0330 161 1234