I’ve always been a letter writer. And, before I became a lawyer, I wished on
many occasions I could have my letter written on law firm letterhead. I felt like that might just be the difference
in getting the response I wanted – recognition of my complaint and a resolution
of the problem.
Letters do command attention. They memorialize your concerns about what
went wrong. They should be directed to
the highest ranking person who can make a difference in your situation. They should be firm, to the point and ask for
a realistic, concrete solution. They can
also be creative, constructive ways to make yourself heard, even if you don’t
get exactly what you want.
One day my father and I were shopping for a pair of cowboy
boots. I found the pair I loved and
wanted to purchase. Unfortunately, the
store didn’t have my size. I asked the
clerk if she could call another nearby store to see if they were
available. Her response was that it was
store policy not to call their other stores to locate merchandise. I thought that was a very interesting
policy. She agreed, and in fact suggested
I write a letter. Since this was already
my preferred method of letting people know I was unhappy with a service, I was
more than happy to oblige. I obtained the
name and address of the company vice president.
I wrote him a strong, persuasive letter telling him about my problem and
asking the company to change their policy.
My letter began, “Congratulations, you’ve reached the pinnacle of
success, you no longer need your customers to succeed.” In response, I received a hand written apology
along with a gift certificate for $125 to “bribe me” back into the store. I gladly accepted my gift certificate and
used it to purchase additional merchandise.
By the way, I called the stores myself and found my boots in the
appropriate size. I still have them
today and they are still a favorite.
Unfortunately for the store, they are no longer in business.
If you have a complaint and would like assistance in making
a strong request for resolution of your problem, we can help – The Professional
Nudge – it’s the only thing we do.
