Advanced Consumer Tactics 101 - How To Write Effective Complaints Letters

If you are anything like me then you have an unfailing talent for picking the spoiled tin of beans out of the 100 odd tins on the shelf - and the unenviable task of having to complain about it later. Let's face it, probably the only thing more odious and undesirable than exploding Lima beans is writing the associated complaints letter after the fact.

Whether you are trying to get a refund or replacement for a defective product, remediation for bad service or change unfair policies or laws, the complaints letter can be an extremely useful and persuasive tool if it is written properly.

Each and every consumer has an undisputable right to product and service satisfaction and the complaints letter can play an integral role in maintaining that right.

Complaints letter writing is not rocket science and if you apply the following simple principles they can be very useful when seeking for resolution for disputes. First off, don't stray away from the issue at hand. Stick to the specific complaint and don't include non related issues or previous grievances.

Try and keep in mind that most mistakes are just that - mistakes. The beans were not part of a deep, dark plot against you in particular. Most businesses/service providers want speedy, satisfactory dispute resolution as much as you do as their reputations depend on it.

Try and address the letter to a specific person. If you do not know who to address the complaint to, find out. It is far more effective than a generic "Dear Sir" type letter as it a) gets to the right person first time and b) puts the accountability squarely in his or her lap.

Start the letter on a positive note. Give credit where it is due and kick off by mentioning all the positives about the business before you bring up the complaint. This usually does wonders for the resolution process.

Kick the letter off on an upbeat and positive note. Mention any positive aspects of the business in question before broaching the subject of the complaint. This sets up a positive, accommodating environment for the resolution of the complaint from the word go.

Keep the letter brief and to the point. Be absolutely honest about the facts involved, embellishment of the facts can kill a complaint in its tracks. Do not ever be overtly aggressive or abusive, and never allow a complaint letter to become a personal attack.

Complaints letters are not only part of your individual consumer rights but serve a critical role in any supply chain in general. They maintain an environment of accountability in the market that benefits all consumers at the end of the day. Keep 'em on their toes.