Tom had a problem with Sprint: an authorized retailer had broken a promise and/or set up his phone upgrade incorrectly. He set out to remedy it by deploying an exquisitely crafted executive e-mail carpet bomb. Now, when you deploy an EECB, we recommend that you provide relevant details, but also that you open with a short executive summary so that the busy people you’re emailing (or their busy underlings) can get a quick idea of what you’re complaining about, and route it to the correct person instead of immediately trashing your missive.
If you spend a lot of time online, think of an executive summary as a “tl;dr” summary that you put first, instead of at the end. Combine that with a clear letter and spelling out his (quite reasonable) expectations, and it’s no wonder that Sprint whipped a response and a resolution to him within the hour. [More]