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 government) won’t even know that the problem you and others may have experienced exists.
Ultimately, legitimate complaints from even a few people can (and often do) result in better service for everyone. Not only that, writing complaint letters can also be personally beneficial!
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 victim and “feeding” a continuous resentment towards a company for the poor service or treatment received. Once the letter of complaint 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 correctly written and handled complaint letters are put into action!
After I started writing letters of complaint, I began receiving polite letters of apology and contrition from top executives, including VPs of banks and VPs of marketing for giant corporations.
Getting them in the mail felt so much better than “brushing off” 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 postal address of a senior person responsible for the product or service you are complaining about. Generally I try to write to the 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 company and asking for the name and title of the older person to whom you should write.
2. Don’t send an 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 its 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 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 drafting a letter of complaint, there can 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
Put a header at the top of the letter with information that the business or agency is associated with, such as your account number or customer number. Make it easy for them to find you in your computer file system.
5. Clearly explain the situation
Be sure to provide all the specific details necessary 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 people you dealt with. If you are unsure of these details when writing the letter, call them 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 sympathetic to what happened to you. Your tone should convey the message that you are an innocent victim and understand that the company would not have deliberately done such a thing.
7. Send copies if applicable
There may be cases where it is wise to send a copy of the letter to other parties just to make sure you get serious action. For example, in the event that you have been told 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. I sometimes 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 shame 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. Hint that you could take your business elsewhere
I always do this near 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 retain an existing one.
10. Request 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 get back to you within a week or two.
Use the strategies above and you will be sure to get action on your complaint letters. And don’t forget the old truism “the squeaky wheel gets the grease”!
To view a fully formatted “real life template” of a letter of complaint, go to the following link:
http://writinghelp-central.com/complaint-letter.html
© Shaun R. Fawcett
