ADJUSTMENT LETTERS

Adjusting claims
It is considered one of the most important problems in business correspondence, because it
affords an exceptionally favorable opportunity to manage and serve a customer who has had
cause for dissatisfaction so as not only to keep him, but also to make him a permanent and
willing advertiser of the firm.
It is necessary first of all to give the complainant immediate action
Negative suggestions, excuses and apologies are of no value whatever in adjusting claims.
Positive suggestions, admissions of error, and sincere statements of regret are of immense
value.
Do not trouble your customer with statements of what you cannot do, but pacify and please him
with statements of what you can and will do.
Elements of the Adjustment Letter
>STANDARD ELEMENTS
1. Sympathize with customer:
a. by thanking him for bringing dissatisfaction to your attention, or
b. by expressing regret over occurrence of trouble or misunderstanding.
2. Appeal to his sense of fair play by offering explanation of the cause of dissatisfaction and
prepare him for the action you are going to take.
3. Satisfy customer by setting claim gladly and explicitly.
4. Reassure him by emphasizing your willingness to prevent recurrence of such dissatisfaction,
and your ability to serve his interests now and in the future.







ILLUSTRATIONS

Dear Mr. Reyes:

We regret very much that you were troubled to write your letter of March 15 regarding the proofs of
your sons portrait. After careful examination of this six proofs, I am convinced that they are not worthy
of so good a subject as your young son.

That these proofs, Mrs. Reyes, do not measure up to your expectations of our service is explained by the
illness of Mr. Engalia at the time of your sittings. When you made the appointment, he was not ill. After
an absence of three weeks, he is again with us.

Mr. Engalia specializes in childrens portraits. During his enforced absence, however, a colleague did his
best with children, but I assure you that we can now make a better portrait of your son.

Under the circumstances we are glad to suspend our regulation of one set of proofs for each patron. We
invite you to call at our studios again. By visiting us on or before Saturday, March 20, you will be assured
of an artistic portrait for the Holy Week.

Cordially yours,




TYPES OF ADJUSTMENT LETTERS

1. SELLER AT FAULT
When the seller is at fault, the task of the adjustment writer is to grant the claim.
A frank admission of the error should be made, together with an assurance that precautions
have been taken to eliminate similar errors in the future.
It is fatal to defend the house, and unwise to enter upon a lengthy explanation of why it fell
short of service

CAUTIONS

a) Do not suggest that the mistake was caused by negligence, carelessness, or
unbusinesslike methods in your firm.
b) Do not say that the mistakes are apt or bound to occur, or in any other way suggest
frequency of errors.
c) Do not make the excuse that the mistake was made by new or inexperienced clerk.
d) Do not boast about the bigness of your firm.
e) Do not say, It will never happen again.
f) Do not suggest future trouble
g) Do not suggest that the customer may be dissatisfied with your service or merchandise,
and stop buying from you.

ILLUSTRATIONS

Dear Mrs. Fajardo:

Thank you very much for writing us a s you did in your letter of March 15, concerning the teaspoons
which you sent us about a month ago for exchange.

Surely, there is no excuse whatever for our keeping four teaspoons for one month for the simple matter
of changing the finish. We are frank in confessing that a mistake in our repair department is responsible
for this delay , and that we have accordingly taken this department to task.

We are sending you today four teaspoons, French finish, no charge, to replace the four teaspoons,
bright finish, which you sent us.

We are mighty sorry that this delay occurred. You may be sure that we shall make every effort to see
that it does not occur again.

Thankfully yours,

2. CARRIER TO BLAME
When a third person, usually the carrier, is at fault, the claim is granted for reasons of delay or
damage in transit.
Letter should state explicitly what action the customer must take to hasten delivery or protect
the seller in case of damage
Where goods have not been severely damaged in transit, and where it is more profitable for the
seller to have the customer to retain them, a discount can be offered as an inducement.
When the damage is slight, persuasive adjustment letter writing often induces the customer to
retain the article.
Minor missing or damaged parts can be quickly replaced by the seller.

ILLUSTRATION

Dear Mrs. Franche:

We are very sorry to learn from your letter of March 17 that the mirror which you recently purchased
for a wedding present arrived in damage condition.

Since you told us of the importance of this purchase when in our store, we instructed our shipping
department to pack the mirror with extraordinary care so that it would be sure to reach you in perfect
condition. Our receipt from the express company shows that it received the package in first-class
condition. It is therefore clear that the mirror was damaged in transit, and that the fault lies with the
express company, which assumed full responsibility for the shipment when it was turned over to them.

However, because we fully realize the embarrassing situation you are placed in by this mishap, and
because it is our aim to satisfy our customer always, we are today expressing another mirror of the
same kind to you, which, we hope, will reach you not only in perfect condition, but also in time for the
wedding. Please leave the damaged mirror in the hands of the express company with which we shall
take the matter up direct.

We are glad to be able to render this slight service to you. As you know, our policy is satisfaction
guaranteed. You will greatly help us in maintaining it by writing us promptly whenever our goods or
service has failed to come up to your expectations.

Cordially yours,


3. BUYER TO BLAME; CLAIM GRANTED
When it is definitely established that the customer is to blame, the one who settles the claim is
given a good opportunity to impress upon the customer the fact that his firm has, above all else,
the interest of its customers at heart, whom it aims to give 100% service and perfect
satisfaction.
The fact should be emphasized that the firm is willing to settle the claim despite the customers
responsibility, but with caution, so that, the latter may be made aware that he has been
extended a business favor, he will not feel humiliated or piqued
Letters of this kind must be genial and tactful. They should create an atmosphere of sincere,
mutual understanding designed to make stronger and more enduring the bonds of goodwill
existing between buyer and seller.
In fine, the customer should be satisfied to a point where he will consider it a privilege actually
to boost the firm, its policies, its goods, and its service.

CAUTIONS
a) Do not reveal your selfish motives in making the concession: Talk from the customers
point of view, not from yours.
b) Do not make the concession grudgingly.
c) Do not parade your generosity offensively, or try to make the customer feel that you are
doing him a very great favor.
d) Avoid insincere statements of special favors.

ILLUSTRATION

Dear Mr. Dario:

We are glad to get your letter of March 15, which we have held unanswered, awaiting the arrival of the
thermostat, which we received today.

A thorough inspection of the thermostat shows that the fault is not that of the valve, but is due to the
kind of gas which has been used. This is clearly proved by the fact that on the leverage as well as on the
valve set and the top of the valve is an accumulation or deposit that is caused by the use of impure gas.

In view of the fact that the cost of repairing this valve would equal the cost of new one, it would be
useless to do so. However, since you are new customer, and since you have used the thermostat only a
short time, we have decided to send you a new valve free of charge. It is of the latest type and fully
guaranteed to work perfectly, provided, of course, that pure gas is used. We are also returning the old
valve to you and would ask that you inspect it personally.

It is our desire to cooperate with our customers by giving them the best possible service always. That is
why we are sending you a brand-new valve free of charge. Above everything else we want to see you
completely satisfied. Please feel free to write us at any time concerning our goods or our service.

Sincerely yours,

4. BUYER AT FAULT; CLAIM REFUSED
The letter should state the facts in a straightforward, frank way. Tact and diplomacy are the
essential qualities of this adjustment letter.
The customer should be made to realize the writers sincerity, his endeavor to treat the
customer justly and in man-to-man fashion.
The key thought is Satisfy the customer and keep him.
The object of the letter is to clear yourself of blame, not to put the blame on the customer.
Let the facts speak for themselves, in order that, if he feels resentment, it will not be directed
against you.


ILLUSTRATION

Dear Mr. Antonio:

We appreciate the spirit in which you wrote to us yesterday. We are glad to give you our understanding
of the situation.

With your experience as a builder, you recognize that the building for which we are furnishing you
material is very unusual in many respects.

From the beginning, the architect has wanted his plans carried out to the letter, and even in our small
part of the work, it has sometimes been difficult to meet his wishes.
The material which you wish to return was made in accordance with the specifications and drawings
handed to us by the architect. It is of special design and we cannot put it into our regular stock, nor do
we know where we could dispose of it.

Under these circumstances, you will understand our not being able to accept the return of material.

Sincerely yours,


5. FAULT NOT ASCERTAINED TO BE INVESTIGATED
If the nature of the claim is such as to necessitate a more or less complicated and lengthy
investigation before adjustment can be made, then the customer should be notified promptly of
this fact.
As soon as the fault has been ascertained and the investigation completed, a second letter
should be sent the complainant, giving him the facts of the case and settling the claim
accordingly.

ILLUSTRATION

Gentlemen:

A complete check-up was made this morning when we learned from your letter of December 12 that
you were unable to locate the 3 dozen D-843 handkerchiefs on invoice 698.

As our records clearly indicate that these handkerchiefs were included in the shipment, we are asking
your cooperation in making a further search to see if they were overlooked when the shipment was
checked.

Since the first of the year we have been numbering each item on the invoice and putting the same
number on the package. In your order the D-845 handkerchiefs were marked No. 21 on the invoice, but
it occurs to us that we may have failed to mark the package and that perhaps it was set aside in your
receiving room and not associated with the number on the invoice.

Will you please make a further investigation and let us know your findings?

Yours truly,

6. CLEARING UP A MISUNDERSTANDING
The explanation is the important feature. It should be clear and detailed, giving the specific facts
on which the writers position is based.
The final action to be taken that is, the final judgment is not known; it cannot be determined
until the two sides have reached an agreement on the facts.

ILLUSTRATION

Dear Mr. Rivas:

Thank you for your letter of March 31 in regard to our work on machine 2800-DM.

Apparently there has been a misunderstanding concerning our charge of P90 for this work. The charge
was not for reconditioning the machine, but was made for adding certain extra parts to adapt it for your
special needs. You will recall that when we were discussing the alteration of the machine, you agreed to
assume a charge of P90 in the event that the changes which you suggested did not prove satisfactory.

As a matter of fact, we had to build more pats than we anticipated, the cost of which including
material, labor, and overhead amounted to P165. Moreover, these special parts, which represent P75
more than the specified amount, cannot be used by us or sold to any other customer.

We are quite sure that with this explanation you will understand the charge of P90, and will authorize a
check in payment. Our invoice should, of course, have made the details clear.

Yours sincerely,
SPECIAL ADJUSTMENT LETTERS

1. SELLING REPLACEMENTS FOR GOODS RETURNED

When a customers claim is granted and he is permitted to return goods that are unsatisfactory,
the adjustment writer may try to sell other goods to replace the original shipment.

ILLUSTRATION

Dear Mrs. Ramos:

You were perfectly right to return the bedspreads, since they didnt prove satisfactory. We want you to
be pleased with the things you purchase at Roys, and to enjoy using them.

Have you considered the dainty Doa Aurora pattern? It may be ordered in soft rose color that
especially appeals to you, and it is one of the loveliest of the spreads on our shelves. I know you would
be pleased with it if you were to see it in your home. The color and design are so delicate that they
blend nicely with all types of furniture and decorations.

Although Doa Aurora spreads cost a little more than the ones you ordered, you will feel that this
difference is worthwhile when you see them. The new Fine-Sheen fabric of which they are made has all
the beauty of glazed Chints and the washability of cotton. The delicate colors are Vat Dyed and are
completely sunfast and tubfast; so in addition to being very attractive, they are really practical.

May I have two of the Doa aurora spreads sent to you on approval? Please let me hear from you soon.

You may use the other side of this letter and the enclosed envelope when you write. The envelope
needs no stamp. It will bring your reply directly to me, and I s hall be glad to see that your wishes are
carried out promptly.

Sincerely yours,

2. GETTING THE CUSTOMER TO KEEP GOODS

The letter asking the customer to keep the extra goods should offer him the alternative of
returning the goods if he does not want them. He is not at fault, and is fully justified in returning the
merchandise. Usually this offer precedes the sales talk, for placing it in this position allows the letter to
close on the note that the writer wants to emphasize the benefits to be derived from keeping the
goods.

ILLUSTRATION

Gentlemen:

We are sorry that we sent you the wrong brand of golf balls on your order of March 10. Evidently our
shipping clerk confused your shipment with another, for you have been charged with the brand you
desired.

The six dozen McMurdy golf balls which you ordered were sent to you last evening, express prepaid, and
they should reach your store in time for your Saturdays trade. If you wish to return the Tru-flite
shipment, we will gladly credit your account.

The Tru-flite, however, has been one of our leading sellers and is quite popular in all Luzon. It is
domestic ball that has many of the qualities of the higher-priced foreign makes. It also sells for fifty
centavos less, and its price has, no doubt, aided in making it quite popular with the golf players.

Many professionals prefer it, and we believe that you will experience no difficulty in disposing of the
entire lot.

We wish that you would give the Tru-flite a trial for the golf season is still young, and your sales for last
year indicate that you will be placing many more orders for golf balls before the season is over.

If you care to give these balls a chance to prove themselves we shall be glad to give you a forward dating
of thirty days.

Yours truly,

CLAIM LETTERS

Making claims
Letters making claims should aim to get the errors rectified as quickly and as satisfactorily as
possible to provide a safeguard against their recurrence.
A brief, courteous, and definite letter giving the facts leading up to the dissatisfaction, and
either requesting an explanation or asking for an adjustment will accomplish this best. Such
letter should be made just as soon as the trouble has occurred or been discovered.
First, and most important of all, make certain that you have good cause for complaint. Then
state your claim calmly. Tactfully, and positively
Abusive and sarcastic language produces only ill feeling, thus perhaps delaying a prompt
settlement of the claim.

Routine claims
In simple, routine cases where the responsibility for, the mistake is apparent, claim letters need
be but specific, concise, and courteous statements of facts. This is especially true when the claim is
between firms that are well acquainted.

ILLUSTRATION

Gentlemen:

We have your invoice of March 15, B-275, for P35, and we believe that an error has been made in the
price charged us for this order.

We know that we are billed at higher rates when ordering out of Manila, but we are unable to
determine how you arrived at the unit price charged us for the items billed.

Will you please give the matter immediate attention?

Yours truly,

Special Claims
More serious situations sometimes arise, such as those which have to do with controversial
issues, repeated and irritating mistakes, or considerable sums of money. In these instances, longer,
more detailed and more empathic letters are necessary.

Paragraph contents:
1. A definite and specific exposition of what is wrong
2. An explanation of the inconvenience or loss that has resulted
3. An effort to motivate favorable action an appeal to pride, fairness, or loss of business
4. A statement of what the writer wants done, and an appeal for prompt action

ILLUSTRATION

Gentlemen:

Several weeks ago we sent you some copy for our 19 - 19 Annual Catalog, and at the same time sent
some other copy to one of your competitors. His pages have been finished, received, and distributed,
while you have not even furnished us with a proof. We honestly feel that you are not giving us the
service to which we are entitled.

Please let us know at once when we may respect proof and the finished copy from you. Every day we
are receiving requests for catalogs which we cannot grant because our supply is completely exhausted.

We are doing everything possible to re-establish our for former business relations with you. However,
we think you will agree with us that this increases business is not justified unless you can materially
better your service.

Yours truly,

Qualities of claim letters
Definiteness, and fairness and restraint are the vital characteristics of claim letters.
The letter should give clearly, concisely, and in logical order all facts that will help him to trace
the order thru his records.
Threats, however indirect, should not be used except when the seriousness of the situation
warrants them. As a rule, they should be reserved for those cases where satisfactory
adjustments have been refused.

ILLUSTRATION

(Bad letter)
Gentlemen:

The coat which I purchased from you March 1 for P35 has given me the worst wear of any coat I ever
had.

It has been given the best of acre and I have worn it only a few times in the two months I have had it,
but already the nap is practically all gone from the cuffs and above the pockets. The lining has come
loose around the armholes, and since the first time I wore it, the coat has looked like something bought
at a fire sale. Frankly, the coat is no use to me. I honestly dont think its worth the postage, but I will
send it back to you if you want to see it. Shall I? And are you going to do the fair thing and return my
money?

Yours truly,

(Better)
Gentlemen:

I am sorry, but the coat I purchased of you on March 1 for P35 is not giving the service I feel a coat of
this quality and price should give.

In the two months I have had it, I have not given the coat severe or unusual wear, but already the nap is
wearing away above the cuffs and pockets. Also, the lining has given way at the armholes.

If I were in manila, I would be glad to bring the coat in for your inspection. That being impossible, I am
sending it to you under another cover. When you see it, I believe you will feel as I do that the coat is
not up to your standard.

As I like this model and feel that this coat has been an exception, I would be interested in securing
another one, provided you are able to make me a sufficiently attractive allowance.

Yours truly,

Good letters of claim:

Gentlemen:

When we gave your salesman, Mr. Pedro Santos, an order for threes suitcases on March 1, it was with
the understanding the shipment would be made at once. The luggage was ordered for a good customer
of ours who will leave for the United States in ten days. On March 5 we told you that shipment had not
been received.

And now we must write again. Shall we have the order by March 10 or will it be necessary for us to
buy the suitcases from another store?

Yours truly,