Writing her first complaint at the age of eight, Ingrid is a firm believer that complaining is an art that should be done with style, etiquette and panache. “If something not fulfilling than you have the right to complain” says Ingrid. From can-openers to poor travel experiences, name it and she has complained about it. Resulting in  complimentary business class flights and stays at four-star hotels, her techniques have proven to be a big success. So why not get what you deserve. Without coming across as yet another fussy customer.

 

Ingrid educates Dame with the crucial rules of complaining to get the best outcome. 

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1. If you are dissatisfied with the outcome,you must remember that you are the customer. Do not forget that you have paid money. Why do you not deserve to get what you have paid for? 

 

2. Always complain in writing. This way you have a proper record of the situation. We all know that emails can get lost in the ether and Twitter only allows you up to 140 characters.  Letter-writing also means you can enclose photographs, documents and receipts to support your case.

 

3. Follow the 60 Minute Rule. Write your complaint letter within sixty minutes of the bad experience occurring while that moment is still fresh. Don’t worry too much about the writing style, you can always return and edit it later. Just get it all out as soon as possible.

 

4. Always complain to the person at the top. You might not get a response from them personally, but at least your complaint will (usually) be treated seriously and handed to someone with proper authority. Customer services departments are often inundated – particularly if you telephone them with your complaint. Firstly you will have trouble getting through to them, and secondly they will put you on hold for annoyingly long periods of time. Complaining to MDs and CEOs also gives them the chance to know of problems affecting their customers. For my tutorial on finding the CEO’s contact details, click here.

 

5. Be polite. A polite and irritated, rather than a rude and angry tone is more likely to achieve a positive outcome in your letter.

 

6. Be truthful. You can be colourful and witty when writing your letter. Even mildly dramatic if necessary, but no porkies please. Remember, two wrongs do not make a right.

 

7. Adopt a learned tone in your letter. The product or service you are complaining about might have been sloppy, but you are not. The better the letter sounds, the more seriously it will be taken. It is important the complainee believes you to be exacting and observant, a person of integrity. Use phrases such as ‘I felt it necessary to put pen to paper’ and ‘I found myself compelled to write’.

 

8. Don’t let travel delays get the better of you. Empower yourself by using that time to write to the company responsible. Use your mobile to take any relevant photographs to be used as photographic evidence to support your cause.

 

PS. If you really have trouble locating your inner complainer have a read of Ingrid Stone’s latests book ‘Letters of a Dissatisfied Woman: The Fine Art of Complaining’ at 

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Letters Dissatisfied Woman