Complaint letters aren’t always fun, but sometimes they need to be written. In many cases, if people don’t complain, the agency responsible for the problem (ie, the company or the government) won’t even know that the problem you and others may have experienced exists.
Ultimately, legitimate complaints, even from a few people, can (and often do) result in better service for everyone. Not only that, writing complaint letters can also be beneficial personally!
That’s how it is. Writing complaint letters can be an enriching and therapeutic experience! It allows you to take action instead of playing the role of a victim and “feeding” a continuous resentment towards a company for the bad service or treatment received. Once the complaint letter is written and mailed, one can “let it go” knowing that they have done something tangible and constructive about the situation.
Not only that, but properly written and handled complaint letters are put into action!
After I started writing letters of complaint, I began receiving kind letters of apology and contrition from top executives, including vice presidents of banks and vice presidents of marketing for giant corporations.
Getting them in the mail felt so much better than “polishing” an ongoing resentment and getting even angrier the next time something bad happened. Sometimes I even get discount coupons and free merchandise!
TEA 10 SECRETS
Here are some strategies I’ve learned for writing complaint letters guaranteed to get attention and action.
1. Write to the main responsible person
It is important that you obtain the name and detailed mailing address of a high-level person responsible for the product or service you are complaining about. Generally I try to write to V.-P. level. Never go below Director level if you want a serious answer. Name and address information can be obtained from the organization’s website or by calling the business and asking for the name and title of the older person to whom you should write.
2. Don’t email
When it comes to sending a letter of serious complaint to a company or the government, don’t send an email, regardless of what it says on your website. Emails are usually handled with disdain by low level “customer service” people. If you want serious attention and action, the formal written letter of complaint is the only way to go. When it arrives at the vice president’s office (yes, by snail mail!), it triggers a bureaucratic process that ensures the right people will see your letter and act on it.
3. Keep it as short as possible
No more than one page, two maximum. When composing a complaint letter, there may be a tendency to go on and on just to make sure the recipient gets the point. Keep it as short as possible, but don’t dilute the facts of your message too much.
4. Give it a header for identification
Place a header at the top of the letter with information the business or agency is associated with, such as your account number or client number. Make it easy for them to find you in their computer file system.
5. Clearly explain the situation
Be sure to provide all the specific details needed so that the company or agency can verify your claim without having to engage in an endless game of phone tag with them. Include specific dates, times, and places, as well as the names of the people you dealt with. If you are unsure of these details when you compose the letter, call back and ask for the details. (You don’t have to say it’s for a letter of complaint.)
6. Use a positive and respectful tone
I have found that the best approach is to use a positive upbeat tone. Remember, you are writing to an older person who is likely to be sympathetic to what happened to you. Your tone should convey the message that you are an innocent victim and that you understand that the company would not have done such a thing on purpose.
7. Send copies if applicable
There may be cases where it is prudent to send a copy of the letter to other parties just to ensure that you will get serious action. For example, in the event that you have been asked to write to the Regional Manager of a program, it is often a good idea to make sure that someone in the central office also receives a copy. Sometimes I send a copy to customer service or customer relations offices nationwide.
8. “Shame” them as much as possible
Companies that claim and advertise high levels of customer care and service don’t like to be criticized in those areas. If you have a strong case that makes them vulnerable in one of these areas, use as much ammo as you can to embarrass them in these sensitive areas. Modern marketing terms like: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric approach tend to catch your eye. Also, using those terms makes you sound like an authority.
9. It hints that you could take your business elsewhere
I always do this close to closing. Businesses don’t like to lose customers, especially old customers. Senior marketers are well aware that study after study has shown that it costs five to seven times more to recruit a new customer than it does to keep an existing one.
10. Ask for an early response
In the final paragraph of your complaint letter, specifically state that you expect a prompt response. Be sure to follow up by phone or email if you haven’t heard anything in three weeks. Some companies will send you an acknowledgment letter stating that they are working on your case and will contact you within a week or two.
Use the above strategies and you’ll be sure to get action on your complaint letters. And don’t forget the old truism “the squeaky wheel gets the grease”!
To see a fully formatted “real life template” of a complaint letter, go to the following link:
http://writinghelp-central.com/letter-of-complaint.html
© Shaun R. Fawcett