ADJUSTMENTS

Date: 2015-10-07; view: 477.

Letter 2.13.

An adjustment letter should begin with a positive statement, expressing sympathy and understanding. Near the start, it should let the reader know what is being done, and this news, good or bad, should be followed by an explanation. The letter should end with another positive statement, reaffirming the company's good intentions and the value of its products, but NEVER referring to the original problem.

Adjustment letters often contain apologies; try to keep the language positive instead of negative. If circumstances require it, say that you are sorry or that you regret the mistake, but don't burden your letter with such depressing words when a constructive suggestion will serve the purpose better.

The two types of adjustment letters—those which grant and those which refuse adjustments—differ in approach. It is wise to give the good news early in a letter granting an adjustment such as, "You will be glad to know that the adjustment you requested has been made."

In a letter refusing an adjustment, however, lead up to the refusal with a friendly, logical explanation. For example, "Your request for an adjustment has received our careful attention. If it were not for the fact that the bathing suit is now out of season, we could accept it, but under the circumstances . . . ." Try to find a meeting ground with your reader and persuade him to accept your explanation. Be sure that the details of the explanation are crystal clear. Whether granting or refusing an adjustment, express the hope that the inconvenience experienced was not severe, and thus attempt to build good will.

Read the following samples of the adjustment letters and pay attention to the underlined phrases.