#1. Show, don’t just
tell.
No matter what you do, writing is
much more effective. Anonymous reviews and complaining rants don’t really
change anything, and can be easily ignored or deflected, like the Amazon
example. Be positive, yet direct. Take an extra minute, send an email to Customer
Service, and complete those customer surveys, as a start.
#2. Identify yourself.
This is a requirement on Angie’s
List, for example. Even if you are red in the face because you’re so angry,
calm down! Think about it rationally. It’s much easier to attract flies with
honey than it is with vinegar. This is especially true when taking something
back to the store and dealing with a lowly clerk, who is just trying to do
their job the best way they can. Always start there and work your way up. And
work your way up until you get satisfaction – most people stop at the first
step and don’t take it further. And, most importantly, take a moment to send
the company an email about your experience, good or bad.
#3. Hit all outlets
with your message, not just one.
If it’s particularly egregious,
don’t just email the company on their “Contact Us” link, but also write to
anyone with a website and an email address, and that includes congressmen and
senators. It’s so easy to do on the Internet, it’s comical. Again, the old
method of writing works best, but now we have a brand new tool, much easier to
use: your web browser.
#4. Tell people about
your experience.
Research has proven every time a person says a
good thing about a company, three people hear it. That’s compared to 10 people
who hear about a bad experience. The law of supply and demand, and market
forces, will have their effect, even though the progress may be too slow for
your liking. Also, telling your friends will prevent them from making the same
mistake.
#5. Contact government
and other agencies and complain.
To be honest, this really works best in fraud
cases. Same for the CFPB and other agencies at the Federal level, and, there
are lots, like the FTC, FCC, EPA, DOT etc. Yes, you can and should file a
complaint, but don’t expect an earth-shattering response. However, it does help
put the nail in the coffin of bad businesses. The more details the better. Also
write an email to Consumer Reports. Best of all, go to www.consumerworld.org and take your
pick of caring orgs.
Bottom line: the Internet is fast becoming the
best consumer protection tool there is, bar none. Use it. And use it often.
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