"An effective adjustment letter can not only repair any damage done but
also restore the customer's confidence in your company.”(Gerald J. Alred,
Charles T. Brusaw, and Walter E. Oliu, The Business Writer's Handbook,
10th ed. Macmillan, 2011)
An adjustment messages should be simple and to the
point. For the most part, if a mistake is made the consumer only wants to know how
and when you are going to correct the mistake.
An adjustment letter, if written correctly can benefit both the consumer
and the business. By correcting the
mistake or simply showing goodwill you can gain the respect and the confidence of
your consumers.
In short, an adjustment letter should state the positive
messaging that the problem will be resolved.
Secondly, the message must state how the problem will be resolved. Thirdly,
a sincere apology combined with steps that will be taken to prevent the mistake
from happening again. Lastly, an
expression of appreciation for their continued business.
I’m a big shoe lover, so my example of an adjustment
letter deals with a pair of shoes not being delivered by the promised date.
October
4, 2015
Nashville, TN 37211
Dear
Ms. Parker:
Please
accept our apologies for the delay in the delivery of your shoes. We were very sorry to hear that you ordered
the shoes for your wedding. While we cannot make up for not having the shoes delivered
in time for such a special occasion, we have enclosed a $500.00 Shoehub gift
card as a small token of our sincere apology.
Also we are giving you a 1 year membership to our VIP shipping
club. This membership will allow you to receive
your orders in 2 business days at no additional cost to you.
By
changing our shipping carrier, Shoehub has taken the step of insuring that all
of our customers receive their shoes by the date promised. We appreciate your business and we hope you
will continue to be a value customer of Shoehub.
Sincerely,
Mr.
Grayson
ShoehubVice President of Sales
Grayson@Shoehub.com
615-555-5555
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