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Wednesday, March 4, 2009

How Complaining Can Get You What You Want

By Ed Greene

Almost nobody likes to complain.

However, there are times when there is really no alternative.

If your automobile is a lemon, if your oven won't heat up, if a mechanic rips you off, or if there is a torn seam in your new $400 blazer, you can't just smile and pretend nothing is wrong. Unfortunately, complaints seldom get results.

There is an easy explanation for why that is the case. Most people do not know how to complain effectively. To get results...to be an effective complainer...here is what you need to know.

1. Effective complainers, like good negotiators, always know what they want to come away with. Complain only after you have decided what you want.

2. Let the other party make you an offer before you propose a solution. You may get more than you you would have asked for. It happens.

3. Do not raise your voice, do not say anything insulting about anyone in the organization from which you are seeking compensation, and be unfailingly pleasant and polite. There is no doubt about it, folks who are civil are most likely to be given what they ask for.

4. Recognize that the first person with whom you speak may not be able to give you what you want. If that is the case, politely ask to speak with whomever has the authority to resolve your problem.

5. Do you hope to have a continuing relationship with the organization to which you are complaining? Have you been satisfied with their performance in the past? If so, make sure to say so.

6. Almost nobody reacts well to phrases like "immediately", "I won't take no for an answer", "my demands", and "I'll accept nothing less". Choose your words carefully.

7. Don't be deterred easily. Remember that it is often the second or third person to whom you speak who will be most anxious to ensure that you are satisfied.

8. The threat of complaining to a consumer watchdog agency or hiring an attorney seldom leads to a quick solution, but it may be worth trying as your very last resort. But, only as your very last resort.

Do these suggestions really work? The simple answer is yes. They have helped me receive improved insurance settlements, free flights, free hotel rooms, a discount automobile rental, complimentary meals, product exchanges, and more. You can do the same.

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