Eric Zse

or what they're able to authorize or provide you, if that doesn't close the gap between what you expected and reality, then your escalation path is speaking with the manager for something else, right?

Let's talk about United Airlines as an example.

I'm pretty loyal to them.

I've been flying with them for a very long time.

But gate agents and flight attendants, they only have a certain threshold of authority that they've been delegated.

Maybe it's something like a free drink or 5,000 bonus miles or something like that.

But United actually has a customer care department that takes care of

other more serious things that someone on the front line can't you lost a bag your bags delayed you know your flight's been delayed three hours and the compensation you're asking for is you know not just a free drink or 5 000 bonus miles or a 25 credit right you may have to go to a different group but that centralized customer care department

you know, they're not going to be at the gate, right?

So in some instances, depending on what it is, you got to understand you might not get the resolution on the spot and you might have to ask for it in another way.

Generally speaking, I've always sent it to the corporate office.

Whether it's a restaurant, an airline, a utility company, I generally always send it to the office of the CEO.

I always address it to the CEO because that person is leading the company.

They're the person in charge figurehead.

I never expect that person to read the letter.

Once upon a time, the very first complaint letter I sent was to KFC, so CEO of Yum Foods, but I didn't expect them to read it.

They have corporate secretaries, corporate departments that handle correspondence, customer service.

But what you can safely presume is if you mail something there or if you send something there, they'll get it to the right place.

And that's what really matters.

I think a complaint letter needs to have a couple of key components, right?