§Acknowledge “personalization” of work. No doubt you’ve heard saying, “Don’t take it personally. It’s just business.” The truth is that many people do take business personally. Managers and employees alike are often offended when their department faces budget cuts, or when their projects are tabled. However, for all negative connotations of “taking it personally,” it really can be beneficial. Encourage your people to take ownership of their work. And praise them for doing so. This is a form of showing commitment to team and organization as a whole. It is also an outlet for you to offer individual praise that will benefit both employee and team.

§People understand things differently. How often have you overheard (or be party to) a disagreement that ended with statement “Oh! I’m sorry. I didn’t understand what you were saying”? Not everyone understands things same way. When only team praise is offered, many employees will misconstrue your actions. Many will think they hold no personal value to you or to business. The result? Hurt feelings come into play, and a lack of morale and productivity seep in. By adding a good dose of individual praise to your management mix, you can ensure that each person understands their individual value, and their value to team.

§People communicate differently. While some of your people will draw personal satisfaction from receiving team acknowledgement, others will feel undervalued. The reason? People communicate, and receive communication, differently. This fact is primary reason for offering both individual and team praise. Through group and individual communication, all your employees can receive encouragement they need to move forward and achieve new levels of productivity and team unity.

Does this approach sound time consuming? It really isn’t. In fact, you will most likely eliminate hours of unnecessary work in addressing negative performances and low performance levels. A quick comment, a short email, or a three sentence handwritten note all work equally well.

People need individual attention. By creating an environment where each person can thrive, and by offering assignments that allow them to gain individual and group praise, you foster a team culture where you and your employees benefit.

Remember to date your letter and include full contact information, including account numbers or any other info that recipient might need to trace your problem.

State consequences when previous letters have failed to get problem corrected. It is both unnecessary and ineffective to start out with threats of various punitive actions. Remember, recipient doesn't appreciate receiving threats any more than you do. But, when previous attempts have failed, it's time to state what you are prepared to do, and when. You might say, "And, if I have not heard from you by 30th of this month, I will take action."

Taking action could mean contacting your credit card company, filing a complaint with a consumer agency such as Better Business Bureau, seeking legal counsel, etc.

Here is a sample letter that could be used for a first written complaint:

Attention: G. Smith, VP of Customer Relations

Dear G. Smith,

On August 19, 2002, I purchased a widget at Widget Store, 111 Main Street, Big City. On August 20, I returned widget to your customer service department because it was missing Part #32 and could not be assembled. Your customer service representative ordered missing part from your warehouse, telling me it would arrive within ten days.

Two months later, it has not arrived. I contacted your customer service department on August 30, September 15, October 1, and October 20th. On each of those occasions, your customer service representative assured me that missing part is en route from your warehouse.

Today, I asked that my money be refunded since I am unable to use widget without missing part. Your customer service representative told me that it is not store policy to refund my money because I opened package and partially assembled widget.

I am writing you to request that my money be refunded in full. I cannot use widget without part that is missing.

I can be reached at address given above, or by telephone at (your number).

Yours truly, Dissatisfied Customer

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