In the professional world we like to hope that every customer is satisfied with our goods and services that we offer, but sometimes that is just not the case. Occasionally, we may need to contact a customer when we cannot meet their needs and wants. One of the best ways to do this is by writing them a letter explaining the situation. According to the textbook, Technical Communication in the Twenty-First Century, there is a correct way to write these kinds of letters. Essentially, there are four parts to the negative letter that will set it apart.
- Create a "buffer." A buffer is generally the first statement in your letter. It's purpose is to get the reader ready for the negative news that they are about to read. The most effective buffers will include something positive that will either help balance the bad news or thank them for something good that the reader has done.
- State the negative in a concise, clear-cut manner. Avoid drawn out, vague sentences that may either confuse the reader, or may be skipped over. If you can, try to make it one sentence with a positive tone.
- Present the reader with options. Tell them some alternatives or agreements that you as the company can come up with. This will show the reader that you are there for them, even though they may be furious about the news. Keep in mind, don't go into much detail about the alternatives, because if you promise something, and fail to deliver, the customer will be even more irate.
- End letter with the intent on working with the customer again. Although this letter is passing on a negative message, make sure your last statement is beyond the problem, and looking forward to the future. The text book mentions that you can mention positive experiences from the past that you and the customer have shared, or tell them how you look forward to working with them in the future.
If you follow these steps, you will be able to send a negative message to a customer in the most effective way. This should help you keep clientele, and help you maximize your profits.
Sean H.
Great Posting! Whether or not someone thinks of it, there are many instances where you will need to write a negative letter. I definitely agree with keeping the negative message as short and clear as possible, people have the tendency to 'beat around the bush' when it comes to things like this. Doing this could frustrate the reader even more. I look forward to reading your next post!
ReplyDeleteGood post. That is a tough topic to write about and an ever tougher letter to have to write to someone. I like how you said to make the negative message concise and get to the point. I know I have trouble personally with that so I need to take this advice and put it to use! Good topic selection Sean!
ReplyDelete