Cadbury sent me a voucher for $5 to spend on Turkish Delight and Jetstar sent me $100 to spend on my next flight.
This complaint letter thing is fun and rewarding.
Here are my six tips for writing a complaint letter that gets read…
- Establish a connection with the company – tell them that you’re familiar with the product you’re complaining about. Being a regular customer who is sold on the brand will give you credibility with the reader – and make them want to help you out.
- Find the right person to contact – for the Cadbury one I phoned Cadbury rather than using an anonymous web form, for the Jetstar one I emailed it directly to the Customer Service manager as well as posting it. The more senior the person you address the letter to the better.
- Give good details – tell the reader exactly what your experience was from start to finish. Set the scene. Help them to pinpoint the nature of your complaint.
- Use the right tone – be polite – don’t complain about rudeness by being rude. Try using humour – it’ll make your letter different to the hundreds of other letters they receive. Be memorable.
- Have a call to action – give the company some recourse – let them know what you expect in return for your letter. Do you want a reply detailing what went wrong and what they’ll do to fix it? Do you want a refund? You won’t get exactly what you want without asking for it.
- Be contactable – give good details for follow up – you won’t get free stuff if the company doesn’t know where to send things.
Those are the things I do – how ’bout you? What are your tips for writing complaint letters that bear fruit.