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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But don’t get me wrong. Sometimes you need to put squeeze on. However, do hear them out first. Clients need to be listened to! Your company should have a collections policy

that is both specific and flexible or you are likely lose clients to someone who does make an effort to understand and accommodate special debt situations.

Before you turn things over to an attorney give customer an agreed upon deadline by which you need a certain amount to be paid, otherwise you’ll have to get your attorney involved. Let them know situation can’t be left up in air for too long. This approach increases your chances of having a repeat customer – one who may even refer associates to you. A little understanding and compassion can go a long way towards helping your business succeed.

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