How to Get Whatever You Want from Service Personnel

A complimentary letter is called a "buttercup" because it butters

up the recipient. Buttercups are nice. Even nicer are buttercups

about someone to their boss.

I once needed a massive photocopying job. It was so immense

that the assistant manager of Staples office-supply store didn't

think it could be finished by the end of the week. Nevertheless,

grudgingly, he grumbled, "I'll try." In my enthusiasm and hope he

could, I gushed, "Wow, you're great! What's your boss's name?

Your supervisor should get a letter of congratulations on hiring

you. You really try harder for your customers." To my astonishment, not only was my printing job done two days early, but every

time I walk into Staples, the assistant manager rolls out the red

carpet.

"Hmm," I began to think. "I may be on to something." A premature letter of commendation for favors not yet received could

be a clever tactic. I decided to check it out with a few heavy hitters on my consultation list.

One fellow I know, Tim, a top travel agent, is a real can-do

guy. He gets anything his friends ask for in a finger snap. He's the

fellow to call when you want hard-to-get theater tickets. He's the

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How to Get Whatever

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guy you call when your airline says the hotel is booked or the flight

is oversold.

When I told him of my buttercup experience, Tim laughed

and said, "Leil, of course. This is news to you? A complimentary

letter to someone's boss—or the promise of one—is a great insurance policy. It's as good as a written rider that you will be well

taken care of in the future."

Now I have a standard one in my computer. The buttercup

reads as follows:

Dear [name of supervisor],

I know how important customer service is to an

organization such as yours. This letter is to commend [name of employee]. He/She is an example of

an [employee title] who gives exceptional customer

service. [Name of store or business] continues to

have my business thanks in great part to the service

given by [name of employee].

Gratefully, [signature]

I've sent this letter to supervisors of parking lots, owners of

insurance companies, and to managers of dozens of stores where

I shop regularly. I'm sure that's why I never need to worry about

getting a parking place when the lot is full, an immediate callback

from my insurance agent, and attentive service at my regular shopping haunts.

But be careful! Don't just ask, "What's the name of your

supervisor?" Hearing those words can make an employee as nervous as a turkey in November. Be sure to couch it in a compliment.

Say something like, "Wow, you are terrific. What's your supervisor's name? I'd like to write him or her a letter." Then write it!

You'll forever be a VIP in his or her book.

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The next technique tells you how to stand out as a VIP when

you're in a group