7 Steps To Shoppers Biting Back

AARP magazine has a great piece on putting your dukes up when you’ve got a complaint or problem with a business.

7. KNOW WHEN TO FIGHT
Your time is money. Resolving a business dispute should never cost more than what the bungled product or the service is worth.

6. THINK LIKE A BUSINESS
Appeal to the company’s bottom line by making clear that it will cost more to ignore you than to give you what you want.

5. CHANNEL DIRTY HARRY
If speaking up makes you nervous, write yourself a script of what you will say to the unscrupulous business.

4. DON’T FEAR GOLIATH
If you’re getting nowhere with customer service, call Investor Relations or the Sales Department. Both are trained to make happy customers, rather than just make them go away.

3. MAKE NICE WITH THE LITTLE GUY
Remember this: When on the phone, get every representative’s full name, agent number, and call-center location. Don’t believe lines like “I’m the only Mike here.”

2. GETTING WHAT YOU WANT
If you shout or swear, the biz has an excuse to label you a “problem customer” and not take you seriously.

1. PROTECT YOURSELF
Your credit card company can be your best friend. Ask for a charge to be put “on hold” to give you additional leverage when dealing with a problem company.

The article expands on each of these maxims with an insightful and practical anecdote. Check it out. — BEN POPKEN

Consumer Guide: Fighting Back [AARP Magazine]
(Illustration: Istvan Banyai)