Emily Robinson is a mom, runs a home-based catering company and also works at a restaurant. She knows about keeping customers happy.

Robinson said, "If you hit it with a negative attitude you're not going to get anywhere."

No. 1 Tip: Don’t lose your cool.

On the flip side, she knows how to work the system to get problems resolved.

No. 2 Tip: Follow the process.

Rick Brinkley of the Better Business Bureau said, "You've got to look at it from the complaint handler's responsibility."

Begin with the frontline customer service representative.

"Work their way up the chain of command because there are people who can help get that resolved for them," Brinkley explained.

Don't be afraid to ask for a supervisor, manager, or owner as long as you've started in the right place.

No. 3 Tip: If phone calls aren't working, write a letter.

Brinkley said, "If I can look at your letter and see right off the top here's the problem, here is what the solution is, and here's the back-up at the bottom, I can actually handle your complaint much more quickly."

Robinson said her best friend, Jeanine Kinney, is the queen of effective complaining. Years of retail experience taught her the basics of what every good business person should know.

Kinney said, "You have to make (the customer) happy because there's always someone around the corner willing to take the business."

Once you expect a company will make things right to keep your business, calmly state your case.

No. 4 Tip: Know what you want and be reasonable in your requests.

"Too many consumers just gripe to gripe. And at the end, the person who is reading their letter says, 'I don't even know what they want,'" Brinkley explained.

And even if you do get steamed, heed the next tip.

No. 5 Tip: Do not threaten legal action unless you fully intend to file suit.

Once you make a threat, the company will have to put it in the hands of their lawyer and you've just prevented the business from solving your problem.

Brinkley said, "How easy can I make it for them to get what I want? When you do that chances are you're going to get what you asked for and you'll be a lot happier than if you are just ranting and raving at somebody and finding your complaint still not resolved three months after it initially happened."

Some additional pieces of advice:
• Keep a log of who you talk to or write. That way if you need to get in touch again you're not starting back at square one.
• Don't feel bad about being the squeaky wheel. A good company wants happy customers and you can't get what you don't ask for.