Writing a complaint letter that generates a satisfactory response is as much an art as it is a science. Here are some guidelines that may increase the likelihood of a quick answer:
• Keep the letter concise and to the point. Resist the temptation to provide every last detail.
• Try to find something nice to say about the provider and your past working relationship. That sets a positive tone.
• Focus on linking your complaint to the provider's mission, emphasizing how you feel it is your obligation to point out the inconsistency.
• Assuming the problem doesn't relate to a service representative's behavior, avoid personalizing your complaint. Your dispute is with the provider and its processes, not any single individual.
• Be prepared for the follow-up call and have a clear understanding of the key requirements for the provider to adequately address your concerns.
• Document, document, document. Just as measuring and retaining a history of CPU peaks and troughs are important with server management, so too is building a service-documentation file, aka the paper trail. The file should include memos, letters, server logs, trouble-ticket reports--anything pertaining to the provider. Bottom line: If it's not in writing, it never happened.
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