Customer Suggestions and Invoicing: Legal Rights and Proper Procedures

As a customer, if you submit complaints or feature suggestions to a company, improving their product or service, you might wonder: Am I entitled to invoice the company for this assistance? This blog post will clarify the legal aspects and proper procedures to follow when you believe your suggestions have had a positive impact on a company's offerings.

Legal Obligations and Their Absence

It is important to understand that, in most cases, a company is under no legal obligation to pay a customer for providing suggestions or feedback that improve their product or service. Here are some reasons why:

No Explicit Contract: There is no formal contract or agreement between the customer and the company that includes the stipulation to pay for any feedback or suggestions.

Voluntary Assistance: Submitting your feedback is typically a voluntary act on your part, without any obligations on the company to respond or acknowledge your contribution in any way.

No Employee-Related Obligation: Suggesting improvements does not qualify as a requirement or expectation that a company should compensate you, as you are not their employee or under any contractual obligation to assist.

Thus, legally, you would not be entitled to any payment for providing suggestions as a customer.

Proper Procedures: When You Buttonhole

If you feel strongly that your feedback has indeed improved the company's product or service and you still wish to seek compensation, here are some steps you can take:

Step 1: Gather Evidence

Collect and document any evidence that supports the changes made due to your feedback. This includes before-and-after comparisons, testimonials, and any other supporting documentation.

Step 2: Write a Letter to the CEO

To formalize your request, you can write a letter to the CEO or head of the company. This approach is more formal and may catch their attention more effectively. Here is a template you can use:

Start with a salutation: "Dear Sir," or "Dear Madam,"

Identify yourself and explain who you are and what your relationship is to the company (customer, former customer, etc.).

Begin your main body with a clear explanation of the specific suggestions you made and how they were implemented.

Explain the timeline of your interaction with the company regarding your suggestions. Use the 5 Ws: Who, What, Where, When, Why.

Detail the positive outcomes or improvements that resulted from your suggestions.

Point out any financial benefits the company is receiving due to the implemented changes.

End with a polite request for a meeting, a consultation, or a compensation for your effort.

Sign off with "Yours faithfully," and include your contact information, date, and email address for follow-up.

Step 3: Send the Letter

Send the letter via snail mail to the highest authority in the company, and possibly add "Private and Confidential" on the envelope to ensure it is handled with the utmost care.

Step 4: Follow Up

After sending the letter, be prepared to follow up promptly. A few days or a week later, you can send a follow-up email or phone call to check on the status of your letter and inquire about a response.

Remember, persistence and clear communication can often yield positive results.

Conclusion

While companies value customer feedback and suggestions, they are generally not legally required to pay customers for their contributions to improve products or services. However, if you believe your feedback has had a significant positive impact, you can take the steps outlined above to seek acknowledgment or compensation.

By understanding the legal framework and following proper procedures, you can make an informed decision and potentially receive recognition or rewards for your valuable input.