Or, how I learned to stop worrying and get a bit of assertiveness.

After a particularly not-nice Internet bill (kind of my own fault, but also kind of the fault of certain service oligopolistic providers who are not as forthcoming as perhaps they should be about fees and service changes), I was looking for ways to moderate some of the damage.  Now, admittedly, the damage wasn’t all that bad.  I just don’t much like spending money, and anything that throws my budget off tends to throw me off as well.  I certainly have the money to cover it, I just don’t like it (although it does make me wonder about what happens when people in worse financial situations run into issues like this).

I was annoyed enough this time that I looked closely at my bill and actually found a few ways to save on other elements of the bill, although there wasn’t much to be done about the initial charge.  But then I remembered something that had annoyed me a few months ago.  Back in April, I called to have my bills consolidated, which would save $10 a month.  After a few month it didn’t happen, so I called again to have the same thing set up.  Then, in September, I got a call asking if I would like to set up the same service.  So, after it didn’t happen twice, the change was put through.  Of course, in the meantime, I’d overpayed over $50.

I was feeling irritated enough about this other situation that I decided to do something about this other situation that, until a few days ago, I was ready to just let slide.  So, I called, and I complained.  While they didn’t have a record of my two requests (which I suspect, since they were never completed), they did give me a $20 credit for my trouble, which I do appreciate, and which will cover a pretty large chunk of the other issues I’m trying to cover for.

Now, you have to understand, this is big for me.  I am not a complainer.  I’ll complain about things to friends or family, but to call somewhere and complain is, for me, a huge thing.  And, honestly, I was surprised it worked.  So, for those who are of the same temperment as I am, here are a few thoughts on getting what you want when you’ve run into issues.

1.  Know what you want.  I knew that I wanted to complain, but also that I wanted at least some of that money credited to my account.  As I said, I tried this twice, and the company failed each time, which cost me money in the long run.  Know what you want so if you want something more than an apology, that’s what you get.

2.  Don’t be accusatory.  Taking a few minutes to think about what you’re going to say can be very helpful here.  I was ready to go in with guns blazing (and, knowing me, probably tears flowing too, since I cry when I’m frustrated), but I took a few minutes to think.  I realised that they probably didn’t have a record, which made for a pretty weak case for me.  So, I decided that if I started by asking if they had a record I would be able to feel out my position, plus it would make me seem both serious and reasonable, even if there wasn’t one.  It would also give them an opportunity to counter (which they did with the $20 credit), perhaps without me having to ask.

3.  Be polite.  I generally think people should be polite, but this is especially important when the people you’re complaining to likely just work for the company (unless you’re talking about a very small operation).  Your issue is very likely not their fault.  They may be having a bad day, or are not paid well, or any of a number of things that means that they could use a bit of compassion as well.  As a result, I find that being polite is really, really helpful in getting people on my side about something, especially since I’m sure that people are frequently not so polite.

I thought I might have a few more points, but in this case it really was that simple.  I got what I wanted without freaking out or making a scene, and I feel okay about the whole thing (although I still take issue with some elements of the services I receive, but I’m working on that now).  I suppose it might have been different if they had resisted or I had to ask directly for what I wanted, but I really feel that taking the steps that I did helped me get what I wanted without having to stray into territory that I’m not all that comfortable with.  I recommend trying it – the results might surprise you.

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