Great experience, but still a question...

[garnetMoon]

So, recently I was talking to my mother and she said she'd had a great customer service experience, one that was so good it actually swayed her opinion of the company enough that she is more inclined to shop there instead of with their competitors. I suppose it's safe enough to say that she was working with a CSR in a corporate call center for a home improvement chain, and that she went into the call expecting it to be difficult because she needed a replacement part for hardware that she'd bought seven years prior and the receipt was so badly faded she couldn't make most of it out.

I immediately thought of this site, and everything I've read, and asked her if she'd done anything about forwarding her praise to the CSR's boss(es). She said she hadn't, but I convinced her to do so because complaints are a dime a dozen but praises can really make a big difference to any CSR.

Here's where my question comes in. My mother asked me to read over the letter that she intends to send, and I did. It's short, half a page printed and two paragraphs. The thing is, the first paragraph can be read as though it's building up to a complaint. There isn't anything negative in it, but at the same time there's nothing positive. The second paragraph is full of praises. My concern is that the first person who gets it will glance, think "complaint," and move on. Should I suggest that she tweak her wording, or am I being too sensitive about it since her letter is only two paragraphs long?

I feel like I'd like to know what the consensus is from the front line soldiers for my own future reference, too. Thanks in advance!

[Amina516]

Would you mind posting the letter with any identifying parts taken out? Its better for me to critique if I can read it. From what youre saying, it needs tweaked. I agree that they may just give it a passing glance and throw it in the complaint pile.

[El Pollo Guerrera]

Perhaps have her add a line at the beginning of the first paragraph saying something to the effect of "I would like to relay to you the positive experience I had with your company."

Or maybe before the first paragraph.

[Kogarashi]

Perhaps have her add a line at the beginning of the first paragraph saying something to the effect of "I would like to relay to you the positive experience I had with your company."

Or maybe before the first paragraph.

This. Simplest solution is to just add a line of the same kind of glowing praise to the very beginning, where whoever is looking over the letter will spot it. Something along the lines of, "I recently had a great experience with one of your representatives in dealing with such-and-such matter."

[garnetMoon]

Sorry it took me so long to respond.

Amina516, I unfortunately wouldn't be able to post the letter without a great deal of hassle. But thank you for offering to proofread.

El Pollo Guerrera and Kogarashi, I asked her to do as you stated with something positive as the first sentence, and she did so.

I appreciate all of your responses, thank you kindly.