Customer service is a prized asset in every service organization. But what happens when customer service goes terribly, terribly wrong? When the waiter insists on sharing a bad attitude about your steak that’s now forty minutes late? Or the local phone company adds fees on your account without letting you know of the new package? A consumer’s best defense isn’t just knowledge, it’s also found in being able to resolve an issue successfully. A complaint letter can do just that, and perhaps more. If that bad experience is still reeling through your mind, here are a few tips on scribbling down that complaint and actually seeing some results!
- Don’t send an e-mail. Most organizations have a ‘bulk’ e-mail box that might not even reach management in a timely manner. Instead, send a personal letter through the mail, and hand write the address on the front of the envelope. Address it to the manager by name, if you have it, or simply write ‘Attn: Management’
- Be specific but succinct. It’s important to relay the story or situation as objectively as possible. Don’t use a whining tone, or provide excessive details. Instead, keep it short and simple. A direct approach is more effective than a long-winded story of the fateful event.
- Be respectful. You are/were a patron of a business that you chose to go to. They already know their competitors, and don’t need you to point out where you’ll be taking your business. Again, be direct and clear about what happened, and what indicate what you expect from the situation.
- Make a copy. Make sure you have a copy of your letter so that you can be consistent about your cause when the manager contacts you. Sending a copy to the head office is an effective strategy too.
- Criticize with integrity. If you’re absolutely certain the fish entrée was undercooked, it’s okay to emphasize that their focus on ‘exceptional cuisine’ needs some work. Be careful about sounding too sarcastic; use it to your advantage, but do it tactfully!
- Request a reply. This is often overlooked, and it can help you resolve the issue much more effectively. Close your letter with a simple way to reach you, and even include a timeline. This will encourage a sense of urgency for your request.
- Don’t threaten that you’ll ‘tell everyone how bad the business’ is. It’s not a threat that every business will take seriously, especially if you haven’t spoken with the manager in person. If they haven’t put a name to a face, it’s unlikely that your words will have the impact you intended. Tact and careful words are critical in conveying your message. Explain that you will no longer be referring your friends/family/colleagues, and are simply disappointed. This can help set the right tone for them to take the lead in helping you.
Being a smart consumer doesn’t only mean knowing when the best sales are. The wise shopper is armed with many tools to get the most value for their dollars and time, and learning how to complain is part of the game. A complaint letter can help resolve almost any situation, and helps both parties learn from the situation.
Consumers everywhere have opportunities to enjoy great customer service. Management teams from retail stores, restaurants, and other service industries spend thousands of dollars in employee training on customer service. If you’re disappointed with the outcome, don’t be afraid to make your point. An unresolved complaint isn’t worth carrying around with you; make just a little effort and you might even get more than you asked for!
