How to be taken seriously when you complain

February 23 2014 by Ellen Roseman

I get emails every day from people who have been wronged. They want an apology, a refund, compensation — and sometimes, they want revenge.

I help them reach the right executives at a company who will listen, take action and find answers. This usually ends in a settlement.

Here’s my frustration. Some people aren’t good at advocating for themselves. They commit self-sabotage.

I have some tips on how to get better results.

Be professional and businesslike.

You’re talking to busy executives, so don’t waste their time. Cut to the chase. Summarize the problem and say what you want the company to do for you.

Many of the complaints I receive are WAY TOO LONG. People spend a lot of time talking about what happened and when. That’s tedious.

You’re not writing a book. One to two pages is enough.

Don’t get angry or use insults.

Be calm and courteous. Start by saying how much you like doing business with the company. Get the executives on your side and they’ll pay more attention.

Even when you’re frustrated, try not to let it show. Never use threats. Don’t swear.

Finally, accusations aren’t helpful. Avoid using words like fraud, theft and deception. You may end up with a legal letter telling you to cease and desist.

Focus on your priorities.

Don’t talk about every little thing that went wrong during a bad trip or home renovation. Edit yourself. Pick the top two or three issues and ignore the rest.

I’ve seen some people write lists, pinpointing as many as 15 things they want fixed. That’s overkill. Five should be the absolute maximum.

Make sure to give your contact information.

If you send an email, don’t just give your email address. Companies want to see your home address and phone number, with details on how to reach you during the day. They often prefer to call you back, rather than write to you.

Use short paragraphs.

When I forward emails from readers to companies, I break them up, using a sentence or two at a time. That’s easier to read than long paragraphs.

Bullet points work well in making your points. So does bold print. Always leave some white space on the page.

This advice will improve your chances of getting what you want. I wish you success in your communication campaigns.

2 comments

  1. Bylo

    Feb 24 2014

    Four words: Polite, Professional, Pointed, Persistent

  2. mic

    Mar 14 2014

    Act like a lady and think like a man:

    A*s*i*m*o*v

Leave a comment