Perhaps everyone
already has a successful strategy for dealing with all the bureaucrats they
encounter, but my wife suggested I share my own since it has been quite
effective. This skill, like all my
others, has evolved over the years. And
I am not suggesting that a single strategy will work on every government
executive, insurance adjustor, warranty representative, or other person with
near total power over a very specific issue like an incorrect bill, policy,
and/or a standard operating procedure. Now,
these steps require that your problem is legitimate and even righteous! Don't ask for a refund after a long time or
for damage you should have prevented.
Have plenty of time, energy, battery power, and a notebook to write every
pertinent piece of information (names, the date, the actual time(s), especially
as you proceed through the almost inevitable cast of characters...powerful to
be able to say I've been on this call for X minutes).
Step 1: Maintain calmness. Anyone who expects an issue to be resolved in
his/her favor will have no need for anger; why should you if you know you are right? Losing your temper immediately suggests you
have given up and are just going to fuss about it. Also, it is almost always the case that the
person you are talking to is at the lowest level of decision making for
whatever agency you are dealing with, which leads to the second step.
Step 2: The instant the bureaucrat suggests that what
you are asking for is beyond his/her power, insist on talking with someone who
has that power. Usually, this request
will be fought since apparently policy is to handle the issue if at all
possible. Again, be polite but
insistent, accepting the truth that your issue is so important/unusual it
requires managerial involvement.
Step 3: Use questions. This is the real key for me. After you've explained your problem and what
you expect to be done, start asking questions of them. They will not always be the same wording, but
the implications are almost always the same.
Don't you think my request is reasonable?
Isn't this the level of customer support your company
is known for?
If this were your problem, wouldn't you expect this
solution?
So, you've never made any exceptions? No one has ever had this taken care of
before? These questions are nearing last resort when you've
been told nothing can be done. In my
experience, they hate answering these since they are very likely being untrue
about never an exception.
So, you are saying your company, etc. will not take
care of this?
Step 4: If still rejected, ask to speak to someone
above that person. They will almost
always fight this, using several tactics: putting you on hold to "share
your problem" with their supervisor; telling you over and over there is
nothing they can do and that their boss will say the same thing...I actually
had a person do this to me for 5 minutes once until I asked so, you're refusing to let me talk to your
boss? What is your name please, because
I will need to share you treated me with disrespect by not letting me speak
with the boss?
Step 5: Repeat every step above with everyone you speak
to. Be polite but insistent, implying
constantly that now that you are speaking to the "right" person, the
obvious solution will be done.
Step 6: If, ultimately, they stay strictly on an argument for
what they are legally bound to do, I say words to this effect:
I understand what you're saying, but is that
right? This has been a powerful question for me since while
their policy may be legal, in this case, it may not be right.
Step 7: If you finally give up your quest, calmly remind them
you do have some power yourself as a consumer.
Calmly explain you will need to share your disappointment over this
issue with all your friends, both near and far (facebook!). Don't make threats, ever! Just advise them you will make sure other
consumers are as educated as you now are as to the organization's policies. Then, do so.
Step 8: Finally, write a simple, but well written letter to
the president of the company or elected official for a government agency. Keep all anger from the letter, and just
explain the entire calling experience with names, dates, times, and any other
important information. You don't need to
ask for anything; just explain you thought they should know. Rules/policies are for everyone below the big
boss. Big bosses can make any decision
they choose.
Step 9: Be satisfied you did everything you could and
move on. Easier said than done, but no
less true.
Good luck! I sincerely hope you never have to use this
advice!
