by Frank Bruni
First published 1997
Consumer advocacy takes center stage as Elinor Burkett and Frank Bruni declare war on defective merchandise and terrible service. Their battle cry rings out: no more getting ripped off. The authors target consumers who have already suffered at the hands of negligent hotels that destroy vacations, expensive clothing that falls apart, and new vehicles that break down constantly. They present an aggressive yet intelligent strategy for fighting back. The book maps out effective complaint presentation methods, identifies the right contacts, and distinguishes productive approaches from futile ones. Readers learn what responses to expect from companies. The authors blend traditional consumer complaint channels with unconventional guerrilla tactics designed to produce results. Their approach combines formal resolution processes with bold strategies that corporations cannot ignore. The writing maintains a humorous tone while delivering serious advice about taking the offensive against poor business practices.
Genres: business, non-fiction, activism
Vibes: humorous, serious, thought-provoking
Tropes: call-to-action, guerrilla-tactics
Paperback · Perennial (HarperCollins)