Comments on: The Power of the Letter – In Copywriting and Life in General http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html Business-Building Secrets for Growth-Obsessed Companies Mon, 22 Mar 2010 04:12:35 +0000 http://wordpress.org/?v=2.7 hourly 1 By: Clarke Echols (resident scientist and all-around rabble-rouser) http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6429 Clarke Echols (resident scientist and all-around rabble-rouser) Mon, 01 Sep 2008 17:24:34 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6429 Your story reminds me of times I've used the same method. Not always fun, but there can be consequences. In the 1980s, we remodelled our home. We over-ran our costs and put the balance on several credit cards, intending to pay them off with the new permanent mortgage. Unfortunately, an error by the lender left us short and when one card was left to pay off, I was out of money. I wrote a letter to Chase Manhattan Bank, explaining the problem, and asking for their assistance in restructuring the payments due to our cash-flow situation. They refused, hiding behind the fact the card was in my wife's name. I wrote another letter telling them there would be no payments until the matter was restructured. We went around a few more cycles, then they sent the account to a collection agency the bank owned. Several more cycles of letters and it went to a second collection agency they owned. When that failed, it was sent to a collection agency in Texas not owned by the bank. That agency called, made a settlement offer, but I declined because we had no funds to cover it. Then one day my wife called me at work in tears because the agency had called and told her, "I feel sorry for your husband, having a wife like you." (I spent the money, she didn't.) The clown didn't know he'd just declared World War XVI with me! I sent a certified letter to the agency stating there would be no money to anyone until my wife got a letter of apology. They sent the account back to Chase as "uncollectible". Chase hired a law firm in Buffalo, NY to litigate. They called me offering to settle. I wrote them a 4-page letter explaining the entire mess. So what happened? Chase's lawyers got on my side. Forced Chase to settle for half the balance on the account as of the date of my first letter. As for the Texas collection agency? They lost their Chase Manhattan corporate account for HALF OF THE UNITED STATES! How'd you like to lose that much business? I'm sure the agent who called my wife was on the street too. On another occasion we had a night at a big-name hotel in Steamboat Springs, CO. It was a "date" weekend at my employer's expense. We arrived at noon and couldn't get in our room until after 3PM so we sat in a dark, crowded hallway for several hours. The bathtub was smaller than some RVs! Months later, I found the room papers in my desk at work. Using my skills as a senior writer, I wrote the manager a letter explaining that I grew up on a farm and never felt more like a sheep being shoved through a corral in my life, telling him how I felt when we'd been in our room less than four hours when a note was slipped under the door telling us we were to be checked out by 9AM! We got a call. The hotel put us up at another in Denver. When we arrived, the desk clerk said, "I think you're going to like this room." It was spacious with a king-size bed. But life is about irony. The drain plug in the bathtub wasn't working... But we enjoyed the room anyway. :-) It pays to squeak when problems arise. Just do it in a professional way, and you'll get results. And one more thing... If you use these two rules, you can win every fight: 1. Don't start a war you can't win. 2. Don't quit until it's over. My boss of 10 years told me, just before he took another position, that he'd watched me through some high-level fights as well as not so high-level ones. He said I didn't always get everything I wanted, but he never saw me lose one. (I had told him years earlier that you can win them all by following those 2 rules.) Clarke Your story reminds me of times I’ve used the same method. Not always fun, but there can be consequences.

In the 1980s, we remodelled our home. We over-ran our costs and put the balance on several credit cards, intending to pay them off with the new permanent mortgage.
Unfortunately, an error by the lender left us short and when one card was left to pay off, I was out of money.

I wrote a letter to Chase Manhattan Bank, explaining the problem, and asking for their assistance in restructuring the payments due to our cash-flow situation. They refused,
hiding behind the fact the card was in my wife’s name. I wrote another letter telling them there would be no payments until the matter was restructured.

We went around a few more cycles, then they sent the account to a collection agency the bank owned. Several more cycles of letters and it went to a second collection agency they owned. When that failed, it was sent to a collection agency in Texas not owned by the bank.

That agency called, made a settlement offer, but I declined because we had no funds to cover it. Then one day my wife
called me at work in tears because the agency had called and told her, “I feel sorry for your husband, having a wife like you.” (I spent the money, she didn’t.)

The clown didn’t know he’d just declared World War XVI with me! I sent a certified letter to the agency stating there would be no money to anyone until my wife got a letter of apology. They sent the account back to Chase as “uncollectible”.

Chase hired a law firm in Buffalo, NY to litigate. They called me offering to settle. I wrote them a 4-page letter explaining the entire mess. So what happened?

Chase’s lawyers got on my side. Forced Chase to settle for half the balance on the account as of the date of my first letter.

As for the Texas collection agency? They lost their Chase Manhattan corporate account for HALF OF THE UNITED STATES!

How’d you like to lose that much business? I’m sure the agent who called my wife was on the street too.

On another occasion we had a night at a big-name hotel in Steamboat Springs, CO. It was a “date” weekend at my employer’s expense. We arrived at noon and couldn’t get in our room until after 3PM so we sat in a dark, crowded hallway for several hours. The bathtub was smaller than some RVs!

Months later, I found the room papers in my desk at work. Using my skills as a senior writer, I wrote the manager a letter explaining that I grew up on a farm and never felt more like a sheep being shoved through a corral in my life, telling him how I felt when we’d been in our room less than four hours when a note was slipped under the door telling us we were to be checked out by 9AM!

We got a call. The hotel put us up at another in Denver. When we arrived, the desk clerk said, “I think you’re going to like this room.” It was spacious with a king-size bed.
But life is about irony.

The drain plug in the bathtub wasn’t working…

But we enjoyed the room anyway. :-)

It pays to squeak when problems arise. Just do it in a professional way, and you’ll get results.

And one more thing…

If you use these two rules, you can win every fight:

1. Don’t start a war you can’t win.

2. Don’t quit until it’s over.

My boss of 10 years told me, just before he took another position, that he’d watched me through some high-level fights as well as not so high-level ones. He said I didn’t always get everything I wanted, but he never saw me lose one. (I had told him years earlier that you can win them all by following those 2 rules.)

Clarke

]]> By: lawton chiles http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6428 lawton chiles Mon, 01 Sep 2008 16:32:13 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6428 What a great story- compelling, intrigiung, and it made me want to read more- because I just spent a ton of time on airlines myself, going back and forth from Dallas to Tallahassee for a singles conference. This kind of action, and I love just calling people up or writing them, the kind of folks you shouldn't contact, or should not be able to contact, and getting a fast response from them. I think a great lesson her is to 1, take action like Carline did. She felt wronged and found the right person, The President of AirTran, that could do something about it. 2. She had the guts to contact Airtran's President-most would think that a waste of time... I've found that just asking a simple question will get me a favorable result. The only thing people higher up can say is "no". But, usually they say yes!  Thanks for the encouragement!  What a great story- compelling, intrigiung, and it made me want to read more- because I just spent a ton of time on airlines myself, going back and forth from Dallas to Tallahassee for a singles conference. This kind of action, and I love just calling people up or writing them, the kind of folks you shouldn’t contact, or should not be able to contact, and getting a fast response from them. I think a great lesson her is to 1, take action like Carline did. She felt wronged and found the right person, The President of AirTran, that could do something about it. 2. She had the guts to contact Airtran’s President-most would think that a waste of time… I’ve found that just asking a simple question will get me a favorable result. The only thing people higher up can say is "no". But, usually they say yes!  Thanks for the encouragement! 

]]> By: Anna http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6413 Anna Sat, 30 Aug 2008 12:07:18 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6413 Great letter!  I appreciate your example and I'm sure it will help me in future concerns I have with companies I do business with. Regarding the security issue.  That is entirely a government responsibility, the airlines have no control on TSA "service".  I was furious when TSA took a souvenir snowflake globe from my 85 year old mother because it contained liquid.  Hmmph... I don't think a complaint letter will be effective in this case, would it? :-) Great letter!  I appreciate your example and I’m sure it will help me in future concerns I have with companies I do business with.

Regarding the security issue.  That is entirely a government responsibility, the airlines have no control on TSA "service". 
I was furious when TSA took a souvenir snowflake globe from my 85 year old mother because it contained liquid.  Hmmph… I don’t think a complaint letter will be effective in this case, would it? :-)

]]> By: Joshua Seymour http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6410 Joshua Seymour Sat, 30 Aug 2008 02:03:02 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6410 Great story. That's an awesome example of using hard earned copywriting skills to gain advantages profit from any general life situation (negative or positive). I especially like point#6. Sold advice. By the way, Carline, I see there's a CopyStar ezine over at your site, but where's the blog? Great story. That’s an awesome example of using hard earned copywriting skills to gain advantages profit from any general life situation (negative or positive).

I especially like point#6. Sold advice.

By the way, Carline, I see there’s a CopyStar ezine over at your site, but where’s the blog?

]]> By: Henry http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6403 Henry Fri, 29 Aug 2008 20:14:52 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6403 words have power.   use them well. words have power.   use them well.

]]> By: Jeremy Reeves http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6377 Jeremy Reeves Thu, 28 Aug 2008 03:05:36 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6377 That's a great story - and yes the airline definitely came out ahead on this one! I guarantee you at LEAST 5-10 people (probably a heap-load more) will use that airline next time they go on a flight, just from reading this post. To them, that's going to be worth way more than $800... The letter was awesome by the way! Jeremy Reeves www.GetClientsIn20.com That’s a great story - and yes the airline definitely came out ahead on this one!

I guarantee you at LEAST 5-10 people (probably a heap-load more) will use that airline next time they go on a flight, just from reading this post.

To them, that’s going to be worth way more than $800…

The letter was awesome by the way!

Jeremy Reeves
http://www.GetClientsIn20.com

]]> By: Elizabeth Chavous http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6376 Elizabeth Chavous Thu, 28 Aug 2008 01:49:52 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6376 Carline, You Go Girl....As I read your letter I could feel the frustration of the realization of a major goof-up and what followed in an attempt to correction the situation.  The way you laid all this out in your letter, from the fact that you are a loyal customer, the total lack of concern from the employee to the security issue.  Then having to pay for new tickets to make the trip home. Gentle persuasion was shown through out the letter, but the killer I thought came at the end when you mentioned (even after everything you had been though on that day) I respect your airline and show it by using them for your primary travel needs. Than gently asking them to show you what true customer service is....that's persuasion baby!!! Liz Carline,
You Go Girl….As I read your letter I could feel the frustration of the realization of a major goof-up and what followed in an attempt to correction the situation.  The way you laid all this out in your letter, from the fact that you are a loyal customer, the total lack of concern from the employee to the security issue.  Then having to pay for new tickets to make the trip home.
Gentle persuasion was shown through out the letter, but the killer I thought came at the end when you mentioned (even after everything you had been though on that day) I respect your airline and show it by using them for your primary travel needs. Than gently asking them to show you what true customer service is….that’s persuasion baby!!!
Liz

]]> By: Apryl Parcher http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6361 Apryl Parcher Tue, 26 Aug 2008 22:34:25 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6361 Hey Carline: Very cool example of the power of persuasion in every day experience, and having worked in both private sector AND as a government employee, I can totally relate to your experience. It's VERY frustrating dealing with jaded, couldn't-give-a-crap people who've never been taught the meaning of customer service and courtesy. Also, it didn't hurt to bring up the security episode with the airlines, versus TSA. It might not be the airlines' responsibility, but I'm sorry...writing letters and sending them into the black hole of any government agency is more often than not, a huge waste of time and energy (unless you copy your state senator as well--which sometimes lights a fire--but even then it's iffy you'll get the response your query deserves). At least corporate has a clue who's money writes their paychecks, anyway, and heck--the proof's in the pudding, right? I wouldn't look sideways at $800 either! Your positive word of mouth about how the company treated you is worth sooooooo much more to them than what they gave you. Thanks for the sample! All the best from your old stompin' grounds in MD, Apryl <a href="http://www.aparcher.com/" rel="nofollow" target="_blank">www.aparcher.com</a> Hey Carline:
Very cool example of the power of persuasion in every day experience, and having worked in both private sector AND as a government employee, I can totally relate to your experience. It’s VERY frustrating dealing with jaded, couldn’t-give-a-crap people who’ve never been taught the meaning of customer service and courtesy.
Also, it didn’t hurt to bring up the security episode with the airlines, versus TSA. It might not be the airlines’ responsibility, but I’m sorry…writing letters and sending them into the black hole of any government agency is more often than not, a huge waste of time and energy (unless you copy your state senator as well–which sometimes lights a fire–but even then it’s iffy you’ll get the response your query deserves).

At least corporate has a clue who’s money writes their paychecks, anyway, and heck–the proof’s in the pudding, right? I wouldn’t look sideways at $800 either! Your positive word of mouth about how the company treated you is worth sooooooo much more to them than what they gave you.

Thanks for the sample!

All the best from your old stompin’ grounds in MD,

Apryl
http://www.aparcher.com

]]> By: John Deck http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6360 John Deck Tue, 26 Aug 2008 21:43:21 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6360 One of the skills you develop from learning copywriting is writing persuasive copy for all occasions. I started learning copywriting to better my emails and sales correspondence for the hitech sales I have been doing for almost 15 years. And yes it has helped and resulted in more sales (and income) in a very competitive environment. BTW, don't tell my competitors. It has been one my secretes. Thanks Carline for great example (and template). John http://www.DirectMarketResults.com One of the skills you develop from learning copywriting is writing persuasive copy for all occasions. I started learning copywriting to better my emails and sales correspondence for the hitech sales I have been doing for almost 15 years. And yes it has helped and resulted in more sales (and income) in a very competitive environment. BTW, don’t tell my competitors. It has been one my secretes.

Thanks Carline for great example (and template).

John
http://www.DirectMarketResults.com

]]> By: Larry Mekus http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html/comment-page-1/#comment-6359 Larry Mekus Tue, 26 Aug 2008 21:16:27 +0000 http://www.makepeacetotalpackage.com/carline-anglade-cole/write-stronger-letters-and-boost-reponse.html#comment-6359 Carline - <strong>OUTSTANDING!!</strong> I absolutely enjoyed this write-up, because it shows that you are a normal person just like me. YES - that is exactly the kind of mistake that I (and many others) would easily make. I always look up to you as this super hero role model - a right that you have well earned - yet it feels good to know that you also live the same life as most of us. I truly admire you for who you are, even more so now.  The story was great, and added lots of humor to my day. I couldn't help but smile, and completely relate to your experience. Your letter was outstanding, and I have added it to the very top of my file to use as something valuable to learn from. Carline - OUTSTANDING!!
I absolutely enjoyed this write-up, because it shows that you are a normal person just like me. YES - that is exactly the kind of mistake that I (and many others) would easily make. I always look up to you as this super hero role model - a right that you have well earned - yet it feels good to know that you also live the same life as most of us. I truly admire you for who you are, even more so now. 

The story was great, and added lots of humor to my day. I couldn’t help but smile, and completely relate to your experience. Your letter was outstanding, and I have added it to the very top of my file to use as something valuable to learn from.

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