A guest post from Marcus Williamson, Editor of www.ceoemail.com
Why and when should I email the CEO?
So, you’ve got a problem with a company’s product or service. You have tried emailing and calling customer services and got nowhere so far. Is it time to email the CEO and why would you want to do so?
The time to involve the CEO will vary on a case-by-case basis. In my experience, if you have not received a reply from an initial customer service enquiry within 7 days, then it is time to escalate. If you have called customer service and they have promised a call-back but not honoured the promise, then again it is time to escalate. Likewise, if customer service have responded but have not resolved the issue to your satisfaction, then it’s time to go to the top.
The CEO is the Chief Executive Officer of the organisation. The CEO is ultimately responsible for the day-to-day running of the organisation and the people who comprise it. The CEO can make a difference to your consumer issue by making decisions that others, in customer services, often cannot make because they are not empowered to do so. The CEO also knows the best person to whom issues should be delegated, if necessary.
The key is to establish who is the most senior person within the organisation who has executive power to resolve your consumer issue: The power to execute actions and to ensure that they are correctly performed. These are the people who can make a difference to your consumer issue. A direct approach to the CEO, when necessary, can bypass “customer service” and the unwieldy procedures and processes that prevent your issue from being dealt with effectively. It is worth remembering that the top person in an organisation may have a title other than Chief Executive Officer, depending on the type of organisation and its geographical location. You might also find other titles being used:
|Company||Chief Executive Officer (CEO)|
|Company||Managing Director or General Manager|
|University||Vice Chancellor or Principal|
|School||Headteacher or Principal|
|Hospital Trust||Chief Executive|
|Museum or Gallery||Director or Curator|
About the Author
Marcus Williamson is the editor of www.ceoemail.com, a consumer information website which can help you resolve issues by taking them to the top of the organisation.
Comment from the Complaining Cow
How does it work? The site lists the email contact details for the CEOs of many major companies. Marvellous. Blooming marvellous. If the company isn’t listed, email him firstname.lastname@example.org I am honoured to call Marcus a friend. I have never met him but you’ll see he’s thanked in my book because of all his support when I came to the final stages and continues to assist me! Rather too many of those CEOs email addresses are there thanks to me requesting them over the last 5 years! The site is, quite simply, brilliant. Use it and contact a CEO who hasn’t ensured a good enough customer service team.