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I remember the first time I complained to a company. I hastily made an angry call and was flatly rejected. I composed myself and five minutes later I made another call. This time I used a calm tone and I read from a complaint script I found on the internet. The result–I was quickly offered a refund and an apology.
I learned that when you complain to companies, style points matter. Even if you have a legitimate complaint, you may not get fairly treated if you explain things the wrong way. There is a strategy of interacting with companies, and knowing it can put you in the best position of getting fair compensation.
I think the strategy is two-fold: first, be specific in your request, and second, show the company that you are a valuable customer.
The Consumer Action Website (a government website) has put the theory into practice and produced a great template for writing complaint letters or emails.
Sample email
I put their template to the test recently when I didn’t receive an online order. I modified the format to keep it short, and it worked like a gem. Here is my email:
————————————————————————————————
Regarding: [details of online order including date, order number, and my name]
I placed an order two weeks ago and it has not shipped yet. I chose your website over ten others and I am very disappointed in how long this is taking.
Please provide the order status and a shipping date. I also chose the free shipping option but I now worry I will be getting my order three full weeks after I have paid for it. I would like you to speed the process. Other companies have done so by talking to suppliers about backorders or by providing complimentary expedited shipping, and I would like to know the ways your company can help me with my order.
I look forward to your reply within the next two days before seeking help from the Better Business Bureau and/or other consumer protection agencies. Please contact me at the email address [...]
Regards,
Presh Talwalkar
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Final thought: a strategy I would avoid
“I’m never going to use your company again”
This is a questionable strategy. If you do use the company again, then it will be a hollow threat they ignore. On the other hand, if you truly will never use the company again, then you become much less valuable as a customer, and consequently you’ll likely be offered less compensation.
Repeat customers are worth more than one-shot customers, so I always try to give the appearance that I’ll use the company again (even if I am really fed up).
What are your tips?
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Comments
01.12.09
Good tips Presh. A phone call may be a good place to start your complaint process so that 1)you'll know who you should direct your complaint to and 2) you'll get a feel for how the company deals with its complaints. The advantage of putting the complaint in writing is that both parties have the details from the beginning. Also I would recommend keeping a log of the contacts (both verbal and written) made with the company (including names and departments). Above all I try my best to argue my complaint in a professional and civil manner as it is a business matter with a company product or service.
01.12.09
Take a deep breath and cool down if you're heated. Don't wite something you could be sorry for later.
01.12.09
Good email technique!
I'm definitely a person who avoids conflict. But I'm not above complaining, especially when it involves money. Here's the rules I follow when complaining on the phone.
1. State your problem and expected solution right up front. "I have a charge on my bill for a service I didn't receive, and I'd like it removed please". THEN give all the history of the problem, ONLY when asked for it, or if you are not given a solution.
2. Don't yell (at first). Give them a chance to resolve the problem peacefully. If they can't, then allow your frustration to come through bit by bit. Be like Bruce Lee. Bruce never started a fight. But he was willing to get into one if his enemies didn't lay off.
3. Know when to escalate. The person on the phone didn't cause your problem, and may not be able to solve it. Don't start out yelling at them, and don't keep insisting that they fix the problem if they repeatedly tell you they can't. Ask for a supervisor.
01.13.09
Thanks for all the great tips. A phone call in advance is a good idea as Mark points out.
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