Today we're going to focus on that better writing part with a show about how to write a better complaint letter.
Negotiation
If you usually start letters of complaint with “Dear Stupid-head” and end them with “Threateningly yours,” they may not be as effective as you’d like. In fact, it’s probably time to reconsider your tactics when you want to complain about something. One interesting approach is to think about it as a negotiation.
When you sit down to write a letter to a company complaining that the toaster they sold you exploded and singed off your eyebrows (or whatever it is you’re upset about) you’ve initiated a conflict.
Thoughtful negotiation is widely recognized as an appropriate way to deal with a conflict between parties. One of the most-recognized books on negotiation is Getting to Yes by Roger Fisher and William Ury of the Harvard Negotiation Project.
Fisher and Ury propose a simple four-step model for negotiation:
Separate the people from the problem
Focus on interests rather than positions
Invent options for mutual gain
Insist on using objective criteria
Although all four steps have some relevance to writing a letter of complaint, the first two are of particular value in today’s discussion.
Separate the People from the Problem
The first step -- separate the people from the problem -- is the most important. To return to our exploding toaster, as you’re sitting in the remains of your kitchen wondering if your eyebrows will ever grow back, you’re probably feeling pretty frustrated. It’s tempting to let this spill out onto the page, but by giving in to this temptation you are actually making it harder to get your complaint heard.
Even if you are completely justified in your anger, starting out on the attack is likely to trigger defensiveness in the person who has to read your letter. That defensiveness will make it hard for them to want to help you.
Stick to the Facts
One good way to ensure that your letter avoids blame is to stick to the facts as you experienced them and write from a first-person perspective. Instead of saying, “With the dial set to eleven, your unreliable toaster exploded” try “When I pushed the lever with the dial set to eleven the toaster exploded.”
Appeal to Their Better Nature and Loyalties
As a bonus, you might try starting the letter with an appeal to their better nature with something along the lines of, “I would appreciate your assistance.”
Above all, remember that your letter will be read by a human being who feels a certain loyalty to their job and their company. If you attack either them or the company, they won’t be inclined to help you. On the other hand, if you make them feel like helping you is helping the company they will probably do all they can for you.
Focus on Interests Rather than Positions
The second step -- focus on interests rather than positions -- speaks to being open to finding a solution that works for you and the company. A position is a hard-and-fast statement about what they must do to satisfy you as a customer. Here's an example of a position: “I demand that you provide a new toaster, re-paint my kitchen, and find an eyebrow donor immediately!”
An interest is more flexible and allows room for creativity. Here's one way to approach the situation with an interest statement: “I’ve lost my toaster and my eyebrows, and I’d like to find some way to improve the situation.”
The problem with positions is that they don’t leave the other person much room to negotiate. You’ve made a demand and they either have to give in or counter with an offer of their own. By making an open, interest-focused statement, you’re indicating to the other person that you are willing to truly negotiate.
For instance, you might say, “I’ve been a loyal customer for several years and would like to have continued confidence in your products. My preference would be to have a replacement toaster from you. I’d also be willing to send back the damaged unit for your inspection.” Instead of merely demanding action from them, you are offering something: continued loyalty and the opportunity to troubleshoot the damaged toaster.
Keep It Short
You’ll want to close the letter with a brief statement re-emphasizing your interest in reaching a mutually-satisfactory resolution. Keep the letter pleasant and short (one page is best), and you may well win a friend or two in the customer service department.
What To Do If You Don't Get a Satisfactory Response
What do you do if your complaint is ignored or rejected, though? The old saying about “if at first you don’t succeed” applies in this case. Do a little digging and try to find the name (or at least position) of the manager of the department or some other upper-level individual in the company. Write them a similar letter, but reference the first letter.
If your letters are repeatedly ignored, you might want to escalate the intensity by discussing possible consequences such as a complaint to the Better Business Bureau. If the situation has reached the point where you feel threats are necessary, though, you may not have much hope of a mutually-satisfactory conclusion.
The key is to remember that your letter is being read by a human being who is probably doing their best and wants to help you. Give them the chance to save face and they’ll go out of their way to meet your needs. And, besides, you actually look pretty good without eyebrows.
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