Answering someone who is unhappy.
WHAT TO DO FIRST
Read the whole thing, twice.
WHY TWICE
The first reading provokes a reaction; the second reveals the substance.
WHAT TO ESTABLISH
What they are actually complaining about What outcome they want
WHY THE SECOND
It is frequently narrower than the complaint suggests.
WHAT TO DO BEFORE RESPONDING
Establish the facts.
WHAT TO OPEN WITH
Acknowledgement of the specific problem.
WHY SPECIFIC
Generic sympathy reads as a form response.
WHAT TO AVOID
Defending before acknowledging Correcting minor inaccuracies Matching their tone
WHAT TO DO ABOUT FACTUAL ERRORS IN THEIR ACCOUNT
Address them after the substance, and only where they matter.
WHAT TO SAY IF THEY ARE RIGHT
So, plainly, and what you will do.
WHY PLAINLY
It is the most credible thing available.
WHAT TO SAY IF THEY ARE WRONG
What actually happened, with evidence, without triumph.
WHAT TO NEVER WRITE
Anything you would not want read aloud.
WHY
Complaints are forwarded and published.
WHAT TO OFFER
A remedy, proportionate.
WHAT TO END WITH
A route back to you.
WHAT TO DO BEFORE SENDING
Have someone else read it, if it matters.
