Home
>
Writing
>
10 Secrets For Writing Killer Complaint Letters

10 Secrets For Writing Killer Complaint Letters

Complaint letters aren't always fun, but sometimes they need to be written. In many cases, if people don't complain, the problem agency at fault (i.e. company or government) won't even know that the problem that you and others may have experienced even exists.

Ultimately, legitimate complaints, by even a few people, can (and often do) result in better service for everybody. Not only that, writing complaint letters can be personally beneficial too!

That's right. Writing complaint letters can be an empowering and therapeutic experience! It allows one to take action instead of playing the role of a victim and "nursing" an ongoing resentment towards a company about poor service or treatment received. Once the complaint letter is written and in the mail one can "let it go" knowing that one has done something tangible and constructive about the situation.

Not only that, but properly written and handled complaint letters get action!

After I started writing complaint letters, I began receiving gracious letters of apology and contrition from senior executives including bank vice-presidents and VPs of marketing for giant corporations.

Getting those in the mail, felt one heck of a lot 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!

THE 10 SECRETS

Here are some strategies I have learned for writing complaint letters guaranteed to get attention and action.

1. Write To The Senior Person Responsible

It is important that you get the name and detailed mailing address of a very senior person responsible for the product or service that you are complaining about. I generally try to write to the V.-P. level. Never go below Director level if you want a serious response. Name and address information can be obtained from the organization's Web site or by calling the company and asking for the name and title of the senior person who you should write to.

2. Don't Send An E-Mail

When it comes to sending a serious complaint letter to a company or the government, don't send an e-mail, regardless of what it may say on their Web site. E-mails are usually handled dismissively by low level "customer service" people. If you want serious attention and action, the formal written complaint letter is the only way to go. When it arrives in the VP's office (yes, by snail mail!), it triggers a bureaucratic process that ensures that the right people will see your letter, and will act on it.

3. Keep It As Short As Possible

Preferably no longer than one page, two at the most. When drafting a complaint letter 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 without diluting the facts of your message too much.

4. Give It A Heading For Identification

Place a heading at the top of the letter with information that the company or agency will relate to, such as your account number or customer number. Make it easy for them to find you on their computer filing system.

5. Clearly Explain The Situation

Make sure that you give all of the specific details needed so that the company or agency can verify your claim without you having to get into an endless game of telephone tag with them. Include specific dates, times and places, as well as the names of people you dealt with. If you're not sure of these details when composing the letter, call them back and ask for the specifics. (You don't have to say it's for a complaint letter).

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 a senior person who probably sympathizes with what happened to you. Your tone should convey the message that you are the innocent victim and you understand that the company wouldn't have done such a thing deliberately.

7. Send Copies If Appropriate

There can be cases where it is wise to send a copy of the letter to other parties just to make sure that you will get some serious action. For example, in a case where 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 head office also gets a copy. I sometimes send a copy to customer service or customer relations offices at the national level.

8. "Shame" Them As Much As Possible

Companies that claim and advertise high levels of customer focus and service do not 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 ammunition as you can to embarrass them in these sensitive areas. Modern marketing terms such as: customer relationship management (CRM), one-to-one marketing, most valuable customer (MVC), and customer-centric focus, all tend to get their attention. Also, using such terms makes you sound like an authority.

9. Imply You Might Take Your Business Elsewhere

I always do this near the closing. Companies don't like to lose customers, especially long-time customers. Senior marketing people are well aware that study after study has shown that it costs five to seven times as much to recruit a new customer as it does to hold on to an existing one.

10. Ask For An Early Reply

In the closing paragraph of your complaint letter, state specifically that you are expecting an early reply. Make sure that you follow-up by phone or e-mail if you have heard nothing in three weeks. Some companies will send you an acknowledgement letter stating that they are working on your case and will get back to you within a week or two.

Use the above strategies and you are sure to get action from 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 letter of complaint, go to the following link:

http://writinghelp-central.com/complaint-letter.html

? 2005 by Shaun Fawcett

Shaun Fawcett, is webmaster of the popular writing help site WritingHelp-Central.com. He is also the author of several best selling "writing toolkit" eBooks. All of his eBooks and his internationally acclaimed f-r-e-e course, "Tips and Tricks For Writing Success" are available at his writing tools site: http://www.writinghelptools.com

Ashley limo service .. Lockport Chicago limo O’Hare

In The News:

The FBI is warning timeshare owners of a telemarketing scam tied to a Mexican drug cartel. Tech expert Kurt “CyberGuy" Knutsson provides steps to stay safe.

Protecting your home network includes securing your router, just like your phone or laptop. Kurt “CyberGuy" Knutsson reveals six ways to protect your Wi-Fi router from hackers.

Kurt “CyberGuy" Knutsson: ConnectOnCall breach leaks sensitive data of 910,000+ patients.

Rising elder scams: How to recognize them and protect yourself and your loved ones. Tech expert Kurt “CyberGuy" Knutsson helps you outsmart the scammers.

There are common habits and oversights that could leave your financial information vulnerable to cybercriminals, according to Kurt the CyberGuy.

Counting calories just got easier with The Drop, the world's first automated nutrition tracker using advanced computer vision and artificial intelligence.

A virtual private network can help ensure your information remains security and your privacy remains intact. Kurt the CyberGuy explains.

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.

Artificial intelligence-based cameras are giving air defense operators unprecedented capabilities in monitoring and protecting airspace.

Apple's iOS 18.1 Inactivity Reboot automatically reboots your iPhone if it hasn't been used or unlocked for more than three days, providing better data protection.

An inventor designed rooftop solar panels for a Tesla that draws solar energy while the car is parked, adding travel mileage without plugging in.

There are currently no laws governing what artificial intelligence can and cannot do with the information it gathers; here are 10 things to avoid telling AI chatbots to keep yourself safe.

A credit union with over 240,000 members recently revealed it was targeted by cybercriminals, resulting in a data breach that was part of a two-month attack by hackers.

Scammers have become skilled at creating convincing fake websites that can easily fool unsuspecting users. The CyberGuy offers tips to protect yourself.

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.

CAPTCHAs, which are used by websites to confirm whether users are people or bots, are harmless, but hackers are using them to infect PCs with malware.

Hackers recently leaked personal information of about 500,000 Americans and stole patient medical records that included lab results and insurance details.

The holiday season sees a rise in mobile shopping scams. Tech expert Kurt “CyberGuy" Knutsson helps you learn how to stay safe.

Tech expert Kurt “CyberGuy" Knutsson says a VPN enhances online banking security by encrypting data and protecting privacy.

Beware of these six sneaky holiday scams. Tech expert Kurt “CyberGuy" Knutsson gives you tips to avoid falling victim.

Tech expert Kurt “CyberGuy" Knutsson reveals how to securely back up and factory reset your Android to protect your privacy and data.

Artificial intelligence is making life easier for cybercriminals, allowing them to create elaborate scams to trick people. Kurt the Cyberguy explains how to protect yourself.

Cut through all the digital clutter and delete multiple emails from your Android simultaneously. Kurt the CyberGuy explains how it's done.

Tips to prevent your holiday decorations from being stolen

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.