You explained your complaint verbally, either over the phone or in person, using the tips you learned from this column and from other advocates you know. Now you have to follow up, depending on the response you received. Let’s look at the three possible scenarios:
• They said they would take care of your problem.
• They ignored you.
• They gave you a negative response.
Each of these responses requires a follow-up letter from you.
They would take care of your problem. Let’s say you got a promise from your landlord to let you install a ramp into your building, or your boss agreed to let you alter your working hours or the ice cream shop owner agreed to repaint the stripes on the handicapped parking space access aisle. To make sure they do what they say they will, and that you understood each other, write a brief note to them, verifying what you asked for, what they agreed to do and when they agreed to do it. This can save you both a lot of difficulty later on.
They ignored you. What if the person you called didn’t return your call, or said they’d get back to you and then didn’t. They might have even told you an interesting story and sympathized with your problem without answering your request directly. You need to write them a letter, again stating your problem, reminding them of the day you contacted them and asking for an answer, in writing, by a specific date you set in this letter. You should be reasonable about timing; give them time to receive the letter and a few days to investigate, but not so long that they’ll forget to write back.
They gave you a negative response. They could have done this politely or rudely, but your advocacy goal remains unchanged. If they were rude to you, you must rise above that behavior and remember that your goal is the one you started the conversation with-not revenge! Restate your problem, remind them of their response, and tell them that the problem isn’t going to go away and that you hope they will rethink their initial response.
Remember that you are not writing a book, just a simple letter. You can refer to many United Spinal Association publications, like Understanding the Fair Housing Amendments Act, Know Your New York City Housing Rights or the Taking Action booklet to find useful sample letters. (These are available from our Web site www.unitedspinal.org or by calling our publications hot-line 800-444-0120.)
Your letter should be easy to read and understand and on point. Don’t cloud the issue with a “laundry list” of other concerns if you want your issue to be taken seriously. Ask a friend to read it over to make sure it is understandable and to check for errors. Keep a copy of your letter; you may need it for the next advocacy step: the second follow-up! Watch the next Orbit for more information on following up your follow-up letter.
Lisa Gesson is a Regional Advocate.
