Strategies that have worked for me:
Product Returns: With the product return, enclose a letter–a fan letter, telling how much you love the product, how much you use it, and how it was broken while you were using it exactly as they advertised it to be used. Demonstrate that you are a poster child customer, the ultimate die-hard fanatic that they want. I have gotten free replacements/repairs from Ray Ban, Henri Lloyd, and Patagonia doing this. Granted, these are all stand up companies that have quality products–but shouldn’t every company want to be in that category? Shouldn’t they want to stay in that category? Back to brand favorites: https://visionsmc.wordpress.com/2009/03/31/brandfaves/
Satisfied Customer: For large or small product or service purchases, write a glowing letter, send an email to the supervisor, write a fan posting on a blog. Shout out loud how great they were to you. I’ve had letters I’ve written displayed in companies’ lobbies and quoted on their website. If your comments are good enough to be published/displayed/forwarded, they are going to remember your name–which comes in handy if anything goes wrong with the said purchase down the road.
Dissatisfied Customer: Be friendly and nice, but firm. Engage in shallow chit chat. Giggle and laugh with the people you are dealing with. Find something you have in common. Make everyone happy they are dealing with you instead of someone who is mean and nasty. They will bend over backward to help you. Once they’ve helped you, start the fan letters.
What are your strategies for getting what you want, need and deserve from the companies you buy from?
Visionary Thinking 