How To Write Complaint Messages That Will Get the Results You Want

Believe it or not, most effective complaint letters or e-mails don't sound like complaint messages. They simply state the problem calmly and confidently and anticipate that the company will comply with the request they make. Most companies want your business and will often even absorb a loss to maintain good will.

You will probably be frustrated and angry when, for example, a product doesn't work the way it should. It's only natural to want to take out your frustration on the manufacturer. But doing so could make matters worse. Would you want to read an emotionally charged letter full of insults? As one of my students said the other day, "I wouldn't want to deal with a person who attacks me in a letter. I'd get defensive and put the letter at the bottom of my to-do list."

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