Have a gripe? Writing about it might help

About a year ago, I was dining in a restaurant with two friends when one of them found a hair in his coconut shrimp.

He didn't want to send it back or tell the manager. When I asked why, he said, "I already ate most of it, and I was done anyway."

It was his decision, but you can bet that if it had been me, I would have sent the plate back and then gone off to find the manager.

Yes, I'm one of "those" people.

I have no problem flagging down a manager or writing a letter to the corporate office.

But before you go quoting that adage about the squeaky wheel, let me say that I don't complain just for kicks. To me, consumer feedback is about telling companies whether they're getting it right.

The correspondence I receive in return helps me gauge a company's customer service and its desire to use quality control -- and that knowledge makes me a more educated consumer.

I find that most companies are eager to make things right, either replacing the defective product or offering a gift card or coupon to entice me to return. More often than not, I get a very nice letter in the mail. Sometimes, companies even go way over the top to make things right.

When I bought a cracked tub of Brummel & Brown spread, Unilever sent me a book of coupons for all of its products. When I told Cracker Barrel about poor service, I received a card for two free meals. And when I asked T-Fal about replacing the lid of my favorite pasta pot, they sent a free replacement.

I don't complain to get freebies, and I'm not advocating that practice. An apology and acknowledgment that my comments were taken seriously are enough of a response for me.

Never written a letter to a company before? It's not hard. Here are a few tips.

* The basics. In general, I prefer to write letters so that I have a record of what I said. You also can write to a company via its Web site. There's typically an area for comments under the "Contact us" section. The Web site should contain a corporate mailing address, and stores also can give you the snail-mail address. When mailing a letter, be sure to write "Attn: Customer Service" or "Attn: Guest Relations" on the envelope so that it lands in the right hands.

* Be polite. Even if you're being critical, remember that the person reading your letter is not the one who wronged you. He or she is the person with the power to set things right. So be nice. Abrasive letters won't be well received.

* Flattery is OK. In most cases, I am writing to a company that I like. I mean, I did shop at its store. There's no harm in saying you're a fan, and it's a nice easy way to start a letter. Many of mine start something like this:

"Dear Company X, We really enjoy your restaurants and have for many years. However, our most recent visit did not meet the high standard of excellence that we've come to expect."

* Be specific. Include as many details as you can, such as the day of your visit or purchase; the specific store you were visiting; the cashier's name, if that's significant; the transaction or order number and the time of day. Your receipt probably contains all of this information. Include those specifics even if they are not explicitly requested.

If talking about a product, include where and when you purchased it and any date or code on the package. This makes it easier for the company to validate your claim.

* Say your piece. A few times, I have tried to leave comments on a Web site that limits the number of characters you can submit. If you have more to say, request a mailing address for customer service. Then you can send a letter that includes as much information as you like.

* Remember your contact information. Provide a mailing address so that the company can get in touch with you. An e-mail address or phone number might not be a bad idea, either.

* Close professionally. When it's time to end your letter, be brief and nice. Don't ask for freebies unless requesting a replacement for a defective product. I usually write something like this:

"Thank you very much for your attention to this matter. Please let me know if there is any other information you feel I can provide."

* Don't wait. I find it best to write to the company immediately after my shopping experience. It is still fresh in my mind, and the company can address the problem in a timely manner. If you wait, you might never get around to it.

So what does all of this letter-writing get me?

I think it makes me a little smarter, and it's a way to make my opinion count.