- Paperback: 124 pages
- Publisher: Createspace Independent Publishing Platform (29 July 2008)
- Language: English
- ISBN-10: 1438284330
- ISBN-13: 978-1438284330
- Product Dimensions: 15.2 x 0.8 x 22.9 cm
- Average Customer Review: 2 customer reviews
- Amazon Bestsellers Rank: 1,270,460 in Books (See Top 100 in Books)
How To Complain For Fun And Profit: The Best Guide Ever To Writing Complaint Letters. Paperback – 29 Jul 2008
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About the Author
Bruce Silverman is one of America's best known and well respected marketing-communication executives. A broad-view strategist, he is probably the only advertising agency executive who ever served as creative director of a top five agency who went on to head one of the largest media planning and buying shops in the world. A long-time board member of the American Association of Advertising Agencies, his 38-year advertising agency career included "C-level" positions at Ogilvy & Mather, Bozell, BBDO/West, Asher/Gould and WongDoody. He was the creative mind behind award winning campaigns for American Express, Merrill Lynch, American Airlines, Pace Picante, Shell, Hershey's, Baskin-Robbins, Coldwell Banker, Sizzler, the California Department of Health Services, SunAmerica, Suzuki, Pabst, Sanyo, Mattel, Greyhound, Armour, and Post cereals. As President/CEO of Partners division of Interpublic's giant Initiative Worldwide, he supervised media planning and buying for Disney, Sega, Carl's Jr., Taco Bell, Albertson's, Acura, Kia, Chevrolet, Bally's Health & Fitness, Six Flags, America Online, the United States Navy and Yahoo! In addition to advising a number of advertising and public relations agencies, media properties, marketing services firms and international advertisers, he is Chairman and CEO of 24/6, Inc., the holding company of Pocket Billboards®, which places advertising on telephone calling cards, as well as a managing partner of Bob Wolf Partners/TPG, a management consulting firm that facilitates media, public relations and interactive agency screening and reviews. He also serves on the board of Triton Marketing as well as on the advisory boards of a number of early stage companies. A graduate of Adelphi University in New York, Bruce is a confirmed theater and arts junkie, a world traveler and a Los Angeles Lakers fan. He was a founding board member of the Los Angeles Children's Museum, and later served as Chairman of the Resource Development Committee of the Starbright Foundation. Bruce is an active member of the Academy of Television Arts & Sciences, the Dean's Advisory Board of UCLA Extension, and serves as a director of the Forensic Expert Witness Association. He speaks frequently on how consumers can speak up for themselves on radio and television. He also frequently makes time to write complaint letters to companies of all types and sizes.
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Most helpful customer reviews on Amazon.com
Mr. Indigity explains his process for writing complaint letters with the precision of a science. For hardcore business folks like myself, some of the advice may sound counterintuitive. His letters take an informal tone. Some of them can be lengthy. A dash of showmanship spices up the presentation of his complaints. But, it all makes sense.
The book adopts a learn-through-example approach. The bulk of the pages are past letters Mr. Indignity has written to managers expressing his frustration. Most of his complaints deal with the customer service at airlines and hotels. (His enjoyment of travel is evident!) With each letter, he gives an analysis of how his complaint was structured, why he felt it worked, and the resolution from the company.
How to Complain is a fun read that can lead to some fun adventures afterwards. It's a guide to not only profiting from a bad experience, but building a relationship with customer service managers. As emphasized by Mr. Indignity, use your complaint letters as an opportunity to make some new friends (a process he calls `gushing'). If management truly wants to make things right for the customer, you may find yourself treated like royalty on your next encounter!
On opening the box, I was somewhat surprised to find out how small the book actually is: 6" x 9", and 122 pages printed in 12 point? type. I read it in about 45 minutes, and immediately felt a bit let down. I almost felt like writing to the author & complaining that the book was overpriced. But I decided not to, because it did in fact contain a few new ideas that I can, and will put into use at some point.
I looked around my house to try and find something that I could justifiably write a letter of complaint about, just for practice as it were.
I then remembered that last year I had purchased a new pair of glasses at a large optical chain in the local mall. Within weeks the coloring of the frames started to deteriorate and flake off in spots. However, I had procrastinated about returning them to the store. Over time, the paint wear of my CHINESE MADE frames became more & more obvious. Now I had a legitimate complaint. I expected to go to the store, be given a hard time and be told that the warranty was up. My next step would be a letter of complaint to the President of the corporation a-la-Bruce Silverman.
You cannot imagine my dismay when the store manager immediately offered to replace the frames with a new pair in a gunmetal color that shouldn't show wear. He had shot the ground from right under me, so now I'm still looking for a chance to put into practice what I've learned from " How To Complain. etc."