Twelve Tips to Help You Complain Effectively

When you feel you've been wronged by a repair shop or dealer, do you:

• Run your car through their pansy bed?

• Hire a dynamite man to level the place?

• Climb their flagpole, refusing to come down until justice is served?

• Eat a garlic sandwich and then introduce yourself to other customers as the owner?

The correct answer was not listed above.

When you have a complaint, there are some do's and don'ts that will increase your chances of receiving fair treatment:

1. Subdue your temper. You can't think rationally when you are angry. You tend not to make good sense, and management will be paying attention to your temper, not your problem.

2. Ask to talk to someone in authority. Don't waste your best material on some flunky.

3. Ask to talk in a private place. So much more can be accomplished in a private office. Third parties cause trouble as remarks are weighed against what the third party might have thought.

4. Jot down the events and items that bother you. Write down exactly what happened, what you were promised, and in the order they occurred. Be as accurate as possible. Be truthful.

5. Don't get personal. Do not call anyone names, not even absent parties. Keep it professional. Don't let them stop thinking about your problem.

6. Don't make unfounded accusations. Try to avoid accusations. State your case accurately and truthfully. And state it fully, not just what's advantageous to your side.

7. Stick to the subject at hand. Don't get away from the primary item.

8. Hear the other side through. Don't interrupt while the other side is being presented. Take notes.

9. Accept apologies and promises to make good. Let them redo the job - at least once.

10.Restate what you understand about what happened. Ask them to repeat your case to you to see if they really do have a feel for it, and have been listening.

11.If after the above is exhausted, and an equitable solution has not been found, ask to see someone with more authority.

12.If you fail after going to higher authority, then advise them that you plan to consider all of your options, which will include the Better Business Bureau, Consumer Affairs departments of appropriate governmental agencies, and a private attorney.

This last resource is not intended as a threat, only a courtesy. It would be unfair, and not in your best interest, to fail to advise the other side of your intentions to pursue the matter. If you merely fold up your tent and leave, they may assume you have accepted their view of the matter. But if notified of your intentions, there might be some further negotiating, and even a satisfactory conclusion