•billing/collection/financial/ordering errors
•children: misbehavior/damage by
•community or neighborhood problems: adult bookstores/
unkempt property/noisy parties
•delays: late
shipment/refund/merchandise/supplies/payment
•employees: incompetent/rude/inappropriate behavior
•legislative problems: high taxes/unfair laws/pending bills
•merchandise:
•schools: undeserved reprimands/undesirable programs 96
HOW TO SAY IT® / 97
How to Say It
•State the problem: what it is, when you noticed it, how it inconveni- enced you.
•Provide factual details. For a problem with merchandise:
date and place of purchase, sales slip number, description of product, serial or model number, amount paid, name of salesperson, your account number or charge card number.
For a problem with a rude or ineffi- cient service person: date and time of the incident, name of person involved (if you know it), where it occurred, names of witnesses, description of behavior. For a problem with printed inaccuracies,
misstatements, or incomplete information: date, section, page, column, and incorrect material; correct data; your phone number. For a problem with the airlines: flight number, dates of flight, points of origin and termination, description of problem or incident, where and when it occurred.
•Include relevant documentation: sales slips, receipts,
warranties or guarantees, previous correspondence, pictures of damaged item, re- pair or service orders, canceled checks, contracts, paid invoices. (Send photocopies of your
documents.)
•Tell why it’s important to resolve your problem. •State clearly what you expect from the person or company: refund, replacement, exchange, repair. If you want money, state how much. Request a reasonable solution.
•Suggest a deadline for the action.
•Give your name, address, and home and work telephone numbers. •Close with your confidence in the other person’s desire to do the right thing and ability to take care of the problem to your satisfaction (“I am sure you will find a
solution for this problem”; “I am confident that you will want to replace this defective answering machine”). Assume that the person who receives your letter will be helpful and let this assurance show.
What Not to Say
•Don’t use subjective phrases like “I want,” “I feel,” and “I need.” Figures, dates, facts, photographs, and
documentation are more persuasive.
•Don’t indulge in sarcasm, accusations, abuse,
recriminations, blaming, smart remarks, exaggerations, or emotional outbursts—unless, of course, your only aim is to vent your anger on someone. If you want an adjustment, an
apology, or other positive response, avoid antag- onizing the person who is in the best position to help you. Negative letters are not only ineffective, they make you look foolish (and feel foolish later, when you think about it).
98 / HOW TO SAY IT®
•Don’t be negative (“I don’t suppose you’ll do anything about this”). Assume the other person wants to be helpful (at least until you find out otherwise).
•Don’t threaten to sue. This is generally seen as a bluff;
people who actually sue leave this to their lawyers. You might—if you mean this—say that you are going to take the case to small claims court. Sometimes this can lead to a quick, inexpensive resolution. (Note that there are time limits on certain legal actions.)
•Don’t accuse anyone of lies, unprofessionalism, cheating, stealing, or misrepresentation. You may be creating legal problems for your- self.
•Don’t hint for free products or “compensation” beyond what you are due.
Tips on Writing
0• Write your letter soon after the incident or problem;
details are fresher in your mind, and your chances of getting a good response are greater.
1• Be brief: a one-page letter has the best chance of being read.
2• Be courteous: the person to whom you are writing may have had nothing to do with the error and will be more willing to help you if you are calm and reasonable. When appropriate, include positive re- marks: why you chose that product, how long you’ve used the com- pany’s services or products, that you think this incident must be an exception to the rule.
3• Focus on one complaint or issue per letter. When you report in the same letter a rude salesperson, insufficient parking, a mispriced item, and a can opener too dull to open anything, you are likely to get (at most) a blanket apology and no particular action on any of the in- dividual problems.
4• Place more emphasis on how the problem can be resolved and less emphasis on the details of the mix-up, your reactions and feelings, and what a disaster it has all been. Your letter should be oriented to- ward resolving the problem or arriving at a solution.
5• Help the other person save face. If you act as though only your threats and string-pulling are bringing about a settlement, you deny the other person their sense of themselves as
decent, generous people.
6• If your complaint has several components (list of ordered items missing, series of events), set off these items in a
numbered or bulleted list.
7• Keep a record of every phone call, letter, or other action
you take, along with the dates, the names and titles of those you dealt with, and a summary of the results.
HOW TO SAY IT® / 99
0• Keep the originals of all correspondence, canceled checks, sales slips, and supporting documents.
1• Don’t send copies to third parties when you first write a company; give it a chance to settle the problem. If you receive no satisfaction, subsequent letters can be copied to regulatory agencies, trade associ- ations, or consumer advocate offices.
On your letter to the company, use “cc:” to indicate those who are receiving a copy.
2• “Complain to one who can help you.” (Yugoslavian proverb) There’s nothing less effective than writing a great letter to the wrong person. In general, send a complaint letter to a specific person. A letter addressed to nobody in particular ends up on nobody’s list of respons- ibilities. When writing to lawmakers or government officials, check
the library reference department for listings in U.S.
Government
Manual (new edition every year), Who’s Who in American Politics, and
state and federal handbooks and directories. Federal Information Centers,
which lists contacts across the country when you need assistance from the federal government, is available free from Consumer Information Center, Pueblo, CO 81009. When writing businesses, obtain names and titles of company officials by calling the company or from direct- ories of U.S. businesses in the reference section of your library. Ad- dressing a letter to the company’s consumer affairs department is a good choice;
these departments specialize in problems like yours. If you receive no satisfaction from the company, pursue the matter with: your local Better Business Bureau; a local, county, or state consumer agency; the consumer division of the state attorney general’s office; your state representatives; a relevant consumer group; trade associ- ation; the appropriate regulatory government agency. When appealing to one of these groups, include a description of the problem, a list of the steps you’ve taken, and the names and titles of those you’ve con- tacted. If you’re involved in a disagreement with a professional, write the state board that licenses the person.
0• The Consumer Action Handbook is a useful 144-page publication
updated yearly and available free by writing: Handbook, Federal Consumer Information Center, Pueblo, CO 81009 or by calling 800/688- 9889 (for weekly updates click on Handbook at www.pueblo.gsa.gov). In addition to preventive advice (consumer tips on car repair, purchase and leasing; shopping
from home; avoiding consumer and investment fraud; home improvement and financing; choosing and using credit cards wisely), the handbook tells you where to direct complaints, listing contact information for national consumer organizations, cor- porate consumer relations departments, automobile manufacturers, better business bureaus throughout the country, trade associations, third-party dispute resolution programs, federal agencies as well as state and local consumer protection offices. You can also go to ht- tp://www.pueblo.gsa.gov/complaintresources.htm where the Federal Consumer Information Center offers a list of resources for consumer
100 / HOW TO SAY IT®
complaints about medicines, drugs, and medical devices;
health clubs and exercise equipment; veterinary products;
airline baggage and service; auto dealers; banking; online services, spam or junk e-mail; telephone service.
0• If you write many complaint letters, you might like Shocked, Ap- palled, and Dismayed! How to Write Letters
of Complaint That Get Results by Ellen Phillips.
Special Situations
0• In a dispute about a credit-card purchase, contact the credit card company to withhold payment while the problem is being resolved (read the information on the back of your statement for details). Most companies have forms for this, asking for your name, account number, credit card statement reference number, amount, store where pur- chased, and description of the item and the problem.
1• To protest an increase in rent or in auto, medical, or homeowner insurance, include: name, address, telephone number, apartment or policy number, years you have been renting or insured with that company, history of rates, reasons for your objection. Ask that someone call you to discuss the matter.
2• When there are issues with your child’s school, assume nothing at the outset. Begin your letter with questions: “Can you tell me…?” “Is it true that…?” Too often,
misunderstandings crop up somewhere between school and home. Clarify the issues before asking for changes or
apologies.
3• When schools relay complaints to parents, phone calls are the first avenue of communication, but sometimes letters must be sent. In writing parents, the school official’s points of
reference will be “tact” and “fact.” State what happened briefly and objectively. Suggest a date and time for a meeting or ask that the parent call you. Enclose a copy of the school regulations the child violated or refer the parent to the student handbook. State what action is being taken or may be taken by the school.
4• When you are one of a large group protesting an action, product, service, or corporate behavior, send individual, personalized letters rather than form letters or
group-generated complaints. Organizations are more likely to respond to one well-written, original letter than to hundreds of
mimeographed postcards. In some cases, the great number of complaints is persuasive, but in general you may be wasting
time and postage on mass-produced complaints.
5• When writing to an elected official to recommend a course of ac- tion, mention the issue or legislation you’re writing about in the first sentence or in a subject line (“Re:
property taxes” or “Subject: HR4116”). State your opinion clearly (“I strongly disapprove of…/I
HOW TO SAY IT® / 101
urge you to…”). Give reasons for your position. If there are several, list them separately, set off by numbers, asterisks, or bullets. Indicate the course of action you would like the person to take or the response that you expect. Offer to serve as a resource if the issue is something you are particularly knowledgeable about. End with an expression of appreciation for their interest and time.
0• Sometimes apologies are necessary on both sides of a dispute. Even when you have a legitimate complaint, it’s possible that you have in some small way aggravated the situation. Making your own apology is not only honest (if called for) but is often helpful in eliciting the response you want.
Format
0• Business letterhead, business-personal stationery, or personal letterhead are all good choices for a complaint letter.
1• Type the letter if possible. If you must handwrite it, be sure it is legible and neat.
WORDS
damaged inconsistent mistake suncoopera
defective inconvenient misunderstand- tive
displeased inferior omission leunpleasan
dispute insufficient overcharged tunprofessi dissatisfaction lax overestimated onalunqualifie embarrassing misapprehen- d
fault misconstrued reimburse oryunsound
102 / HOW TO SAY IT® appealing to you for help are you aware that
as a longtime customer call to your immediate attention has not met my expectations hope to resolve this problem I am concerned about
I feel certain you would want to know that
it has come to my attention that it is with reluctance that I must inform you
it was disconcerting to find that I was
displeased/distressed/dis-correct your records
defective upon arrival does not meet our performance standards
expect to hear from you soon may not be aware that
not up to your usual high standards register a complaint about
serious omission/problem under the conditions of the warranty unpleasant incident unsatisfactory
performance we were unhappy with with all possible speed would
I wish to be reimbursed for I would like to alert you to
you have generally given us excel- lent
service, but
SENTENCES
Anything you can do to speed matters up/resolve this problem will be greatly appreciated.
Here are the facts.
I am confident that you can resolve this.
I am expecting the courtesy of a prompt reply.
I am writing regarding my last bill, invoice # G4889, dated August 15, 2002.
HOW TO SAY IT® / 103
I believe that an apology is due us.
I expect an adjustment to be made as soon as possible. I hope you will take this complaint in the helpful spirit in which it is meant. I know you will want to see that such an incident does not occur again.
I like your product but I object strongly to your advertising.
I’m concerned about Coach Ingelsant’s angry, abusive manner with the ju- nior soccer players.
I’m confident that we can resolve this matter to our mutual satisfaction. I regret/am sorry to inform you of the following unpleasant situation.
I strongly oppose your position on this weapons system.
It is my understanding that it will be repaired/replaced at your expense. I will send a check for the balance as soon as I receive a corrected statement. I wish to receive credit on my account for this item.
I would appreciate a telephone call from you about this situation. I would like a refund in the amount of $49.99.
I would like to clear up this misunderstanding as soon as possible. Let me know what is being done.
Please call the principal’s office to arrange a meeting with the principal, the school counselor, and myself regarding Christie’s suspension.
Please contact me within three business days to make arrangements for rectifying the situation.
Please let me hear from you at your earliest convenience. Please let me know what options are available to me.
Thank you for your prompt assistance with this situation/problem. The following situation has come to my attention.
The most satisfactory solution for us would be for you to send us a replace- ment lamp and reimburse us for the cost of mailing the defective lamp back to you.
There was too little feedback to us during the design of the
#2 unit. This product has been unsatisfactory in several respects.
We experienced the following problem in your store/restaurant/hotel last week.
We would like to resolve this situation without delay/without
having re- course to the Better Business Bureau or Small Claims Court.
Will you please check on this?
104 / HOW TO SAY IT®
PARAGRAPHS
I received the leather patchwork travel bag today (copies of catalog page and invoice enclosed), but the matching billfold was not included. Please send me one as soon as possible, in burgundy to match the bag. Thank you.
Five weeks ago I mailed you my check for our stay at the Vörös Csillig in Budapest, and I have not yet received confirmation of our reservations. As the rest of my itinerary depends on whether we are able to stay in Budapest, I would appreciate an immediate phone call from you. Channel 12’s insistence on running inappropriate programming between 5:00 p.m. and 7:00 p.m., when many young people are watching, means that this family at least will no longer turn to Channel 12 for any of its news, entertainment, or programs.
Please find enclosed a bracelet, a necklace, and a pair of earrings. We would appreciate either repair or replacement of these items. The bracelet has a broken clasp, the gold on the earrings appears to be chipped, and the silver finish is overlaying the gemstone on the necklace. In each case, dissatisfied customers of our store returned the items to us. Your immediate attention to this matter will be greatly appreciated. I’m enclosing a photocopy of a collection letter I received from your agency.
This is the sixth letter I have received about this account. Al- though my first initial and last name are the same as the person respons- ible for it, we have nothing else in common. I marked each of the earlier letters “incorrect address” and returned them to you. Please verify the correct address of your correspondent. I will expect a letter from you stating that my name and address have been removed from your files and that my credit rating has not been affected by this error.
My order (# 578942-E) for two dozen Shipley short wave radios, placed three weeks ago, has not yet been received. I was told to expect them within the week. Will you please check to see if the order has gone astray? We need them immediately.
I object to the tactics used in your telephone sales efforts. Today a caller identified herself as someone from the credit bureau.
After hearing the words “credit bureau” I stayed attentively on the line. It was only after several minutes of trying to understand what was wrong with my credit rating that I realized I was being asked to buy life insurance. I think your approach is deceitful.
Enclosed is a copy of the letter I have written to the Better Business Bureau complaining of it.
Thank you for your fifty-six-page report on your department’s activ- ities over the past six months. The graphics are outstanding. However, while there is much to reflect on in the text, I find many questions un- answered and several important
issues left unaddressed. I would like to discuss with you the kinds of information I need to see in a depart- mental semiannual report. Please phone my secretary to set up an ap- pointment.
HOW TO SAY IT® / 105
Imagine our embarrassment when we served one of your Paramount Hams for Easter, and none of our guests were able to eat it because it was excessively salty. I would like a refund for the inedible ham (label and store receipt enclosed). Also, can you give me any good reasons for ever buying another Trotter and Duff Paramount Ham? I don’t like writing someone off on the basis of a single error, but one bad ham is one too many.
The Abbeville Faxphone 200 that I ordered from you two weeks ago receives documents but will not transmit them. Several phone calls to your service department (I was, of course, unable to fax them) about this serious problem have been unhelpful.
The only information I was given was that I was not to return the machine without prior approval. Please send such approval immediately.
SAMPLE LETTERS
Dear Mr. Tallant:
As you know, a great deal of our work is coordinated with Harvey Crane Construction. They must complete their paving and other opera- tions before the median work on Pearl Street can begin.
As you know, a great deal of our work is coordinated with Harvey Crane Construction. They must complete their paving and other opera- tions before the median work on Pearl Street can begin.