Jewish World Review Jan. 14, 2005 / 4 Shevat 5765

Dan Abrams

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Consumer Reports

A little love leads to lawsuit prevention


http://www.NewsAndOpinion.com | Not surprisingly, people often turn to me asking whether they should sue over a variety of issues They recount stories of being intimidated, mistreated, fired or injured. Sometimes the answer is go for it, you should sue. But many times all people want in the end is, in the words of Aretha Franklin, a little respect.


It happened to me recently. I took a ski trip over Christmas and paid top-dollar for what was supposed to be an amazing room at an amazing resort. Let's just say it was a major disappointment, from the accommodations to the service. I even considered suing because the room was so expensive and I felt so dissed.


Feeling shortchanged and furious the day I returned, I sent a detailed letter to the company — just a personal letter, not an MSNBC one — informing them of my complaints.


My critique was specific, constructive and polite. Within a day, the CEO responded. He seemed furious and apologetic and even offered to make changes and have us return-at their own expense.


Will I take them up on the offer? I have no idea. That is not even the point. The point is I was treated with respect; my concerns recognized and addressed.


Now, would a refund have been better? Sure. But they dealt with it and that helped avoid taking it to the next level.


It's a lesson for CEOs, managers, doctors — you name it! When we complain, just listen. Take us seriously. As long as we are not making outlandish or frivolous accusations, just lend an ear and maybe offer an olive branch.


And consumers see if you can resolve it on your own before you head to lawyers. Talk to a manager. Write a letter first. Lawsuits are big headaches that can be psychologically debilitating.


In most instances, we all just want a little R-E-S-P-E-C-T.

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JWR contributor Dan Abrams anchors “The Abrams Report,” Monday through Friday from 9-10 p.m. ET on MSNBC TV. He also covers legal stories for “NBC Nightly News with Tom Brokaw,” “Today” and “Dateline NBC.” To visit his website, click here. Comment by clicking here.

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