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1.1 YOUR ATTITUDE; HOW TO COMPLAIN AND GET RESULTS

Being insistent takes work and emotion. Many people find that they must get angry before they complain. This is not smart.

To be most effective, you must be business like. If you lose your temper, then you have lost a lot of bargaining power. If you keep your cool and are in command of the facts, you will almost always win.

So keep the following advice in mind: never, never, be accusing, demeaning, belittling, or overly impatient. You must treat everyone with respect. Never get personal. Keep all your conversations or letters very business like.

You can, however, let the company know that you are frustrated and anxious to resolve the situation.

From my experience the favorite strategy of badly run businesses is to put you off or to ignore you. Many customers will give up at this point.

Your best plan of attack is to give the impression that you are going to stick to your guns and keep calling and writing until you get satisfaction. Once a business believes this, it will work quickly to solve the problem because it is costing them money.

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