Here's SIX STEPS TO SUCCESSFUL COMPLAINING that every consumer can benefit from when they think they've been wronged by a company of any size: a-Always Paper Your Trail: If you've got a gripe, put it in writing and document your conversations, correspondence, etc. with the company. b-Dover's Rule: Always get Names, Faces, Numbers & Places. Take notes! You're not always able to get people to give you their name, especially in an adversarial situation. Names: Always be sure to ask for the person you're dealing with's' name and title...and ask them their full name and title EARLY and before anything gets heated/adversarial. Faces: If they won't give it up, write down a description [if you're face-to-face] of the person you're dealing with. Numbers: If they won't give up any information, write down specific notes that you'll understand and be able to interpret later if necessary. Numbers can include the exact time your conversation started, the number you called, the length of the phone call. Places: Always note where the event occurred, and of course, day/date/time of the transaction in question. If you're calling a company, ask the person that answers the phone what city/state they're located in; note the day/date/time of your call. c-Pull the Trigger Early: If you don't get immediate satisfaction on a local level or toll-free number early, then quit wasting your time and move up the management ladder swiftly! Use the Internet to locate their home/main office, and even go to their website to find out the name of the Chairman of the Board and President of the company, and send them a Certified Letter. d-Clearly Define What You Want To Make You Happy: Don't just whine...DEFINE! Explain your situation and how you felt you were wronged, but then CLEARLY DEFINE what it will take to make you happy. Give the company an idea of what it's going to take to make you happy and start over with a clean slate. You might be surprised at how quickly they come around when you clearly state a remedy to their lapse in customer service. e-"cc" the Media!: When you fire out your letters, be sure to cc: (the old term used to note who is getting a copy of your letter) a list of people/organizations on your side, such as your home state's office of the Attorney General, the Federal Trade Commission, and of course, local media resources like yours truly, Benjamin Dover. f-NEVER Give Up! NEVER take no for an answer, unless and until you're told by the top dogs of the company you're demanding satisfaction from to buzz off and even then, don't give up until you talk to an expert (like an consumer-oriented attorney or someone like Benjamin Dover) that can advise you on where you stand and if you're dealing from a position of strength or weakness http://www.bendover.com/complain.asp
