Generally Accepted Customer Satisfaction and Complaint Procedures
Ormond Beach Aviation, Inc., (OBA) welcome any posts on PPRuNe, (positive or negative).
OBA will respond truthfully and factually to any post made on PPRuNe but this can only be accomplished if OBA can access the information contained in their records.
In order to do this and for OBA to respond it is necessary for the individual who posts to provide the following information:
1. Legal Name
2. Course Conducted at OBA
3. Date Course Conducted
It is should be clearly evident to everyone that without the information above being provided to OBA it is impossible for OBA to respond based on truth and fact.
As a result, any posts, (positive or negative), on any thread, (whether about OBA or any other organisation), that is made anonymously, can only be treated in accordance with the general disclaimer published by PPRuNe:
“As these are anonymous forums the origins of the contributions may be opposite to what may be apparent. In fact the press may use it, or the unscrupulous, or sciolists* to elicit certain reactions.” *"sciolist"... Noun, archaic. "a person who pretends to be knowledgeable and well informed".
It is therefore clear that any reliance on the statements, claims and information contained in any anonymous posts is at best “questionable” or at worst, “simply untrue”.
OBA accepts, as any business should, that they cannot satisfy and please 100% of its customers 100% of the time.
Customer dissatisfaction only occurs resultant from four main areas;
1. Failure by the business to provide the services or goods they contracted to supply.
2. Misrepresentation by the business of the services or goods to be supplied to the customer and/or the cost of the provision of such goods and services.
3. Unreasonable expectations by the customer.
4. A lack commitment and dedication by the customer, (where the services or goods supplied by the business requires interaction/performance with/by the customer).
The best course of action for any customer of any business who feels that they have a grievance or are in any other way dissatisfied with the services or goods they are receiving or have received, (1 and 2 above), should always attempt to reach resolution, satisfaction and closure with the business at the time of the occurrence or as soon as possible thereafter.
It is very “suspicious” that any “genuine” customer with a “genuine” complaint or grievance would attempt to reach a resolution or closure through generally “venting” anonymously on forums such as PPRuNE. Any person with a genuine grievance would have no difficulty in providing their real and verifiable identity.
This type of behaviour clearly leads any reasonable person to doubt the integrity and motivation of any anonymous person making a post.
Additionally, personal attacks/character assignations on individuals are unacceptable in any circumstances whether these are aimed at the customer, business owner or employees.
Again, for the sake of clarity always remember if you are basing a decision on information contained in these forums:
“As these are anonymous forums the origins of the contributions may be opposite to what may be apparent. In fact the press may use it, or the unscrupulous, or sciolists*, to elicit certain reactions.”
Regards,
Adrian Thompson
President, OBA