Go straight to the CEO for customer service

Ever been in a situation where you found customer service to be hopeless? You’re dissatisfied with the way a company has treated you? Try appealing directly to the head of the company.

Now, typically top level executives like CEO’s don’t answer their own phone calls (Though I did get through on a phone call to the head of marketing for a large corporation once. A story for another day.) E-mail is mostly bad too.

So what’s the best way to reach the CEO? Write a politely worded complaint letter describing your problem and expected solution in a neutral tone. Don’t whine, exaggerate, or insult. Get Mr. Spock to proofread it for you if you have to.

Then comes the magic step: send the letter FedEx overnight express addressed to the CEO. Yes, it’s more expensive than a phone call, fax, or e-mail, but that’s part of why it works. Think about it: if you were an underling in charge of handling the CEO’s correspondence, would you dare stop a a blue and orange FedEx envelope from reaching your boss’s hands? If someone makes the effort to send FedEx express, it must be important!


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