Guidelines : To Superiors

Complaining to Superiors

Guidelines and Alternate Phrases

• State the problem briefly as it relates to company profits and efficiency, if possible, rather than to your own personal preference.
• These mistakes have cost us $2300 in the past year.
• This problem creates quite an embarrassment for our sales reps as they call on clients.
• We could save approximately $20,000 over the next two years if we actively sought a new vendor.
• As I see it, we are wasting proven expertise and excessive dollars, as well as risking the safety of our employees.
• Investigate and suggest solutions even though you do not have final authority. By this preliminary work, you increase your chances of getting a quick, appropriate response. Include all the details the reader needs to take your suggested action.
• Assume your share of the blame, when appropriate, or acknowledge the difficulty of the problem to be handled.
• While a solution will not be easy, there is one that will be effective.
• Although this is a difficult situation, I feel certain my proposal will begin a turnaround for us.
• Although you may not have been aware of some of the most recent developments, I can assure you this will alleviate at least two of the problems that are obvious from my end of the tunnel.
• Certainly, I can’t promise this action will solve all the associated problems with this project, but it will take care of the most immediate.
• Although a solution is not readily apparent, I think you will agree some progress toward resolution is urgent.
• Ask for a response. Show confidence you will receive a favorable response and don’t let your reader assume you just wrote “to get it off your chest” or “to get it out in the open.”
• May I have your approval on this?
• Would you please phone me with your answer?
• If you agree, please sign the attached memo.
• If I can gather any more pertinent facts to help you make this decision, please call on me.

Example 1: Sample letter for complaint to superiors

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Murphy:

The absence of controls on the production of JXT is creating security breaches and data integrity problems that could cost us two months’ lead time on the competition.

Would you please implement a plan of strict controls against these production entries? The requirement of your signature on all new production entries in all upcoming phases would provide a quick and simple resolution to the security problem and also increase user confidence in our final product.

I’m eager to make this our finest product yet.

Sincerely,

Example 2: Superiors Letter

Memorandum

TO:

FROM:

DATE:

SUBJECT: Conference room scheduling

We seem to be having continual problems in our fourth-floor conference-room scheduling. Misunderstandings and overlapping schedules can create an hour or more of lost time for all would-be meeting attendees. More importantly, such conflicts are a company embarrassment when clients are involved. Although there will always be some difficulty with last-minute needs, I think most interruptions and miscommunications can be minimized.

Therefore, I’ve taken the liberty of drafting some specific policies for use of the conference room. Would you please review my attached draft and sign it if you think these procedures are appropriate?

If you agree these procedures will enable all of us to plan and use our meeting time more productively, I’ll distribute the policy statement to all involved.

Carol

Example 3: Letter To Superiors

Memorandum

TO:

FROM:

DATE:

SUBJECT: Truck lights

Barry Groden tells me he is still using the two propane fork trucks without headlights. To avoid getting OSHA involved in this matter, can you help me resolve this situation and get lights on both trucks before Friday?

The original delay resulted from the fact that this special headlight was out of stock and had to be shipped from the manufacturer. I understand now, however, the headlights have arrived, but Maintenance can’t spare the time to send someone to our site to install them. I can imagine Maintenance hears people crying “Wolf” much too often, but this repair falls into another category altogether–danger.

Would you please make a call to Bud Adams at ext. 4500 to see if they can accommodate us on this problem before Friday?

Thank you,

Example 4: To Superiors

Memorandum

TO:

FROM:

DATE:

SUBJECT: Problem with Sunlight in Main Lobby

Our main-lobby receptionist is having a problem with the blinding sunlight streaming in through the windows above the revolving doors. On sunny days, she is unable to sit comfortably at her desk until midmorning or even later. In addition to her discomfort, visitors seated in the lobby have frequently commented on their discomfort.

I’d like to suggest blinds be installed or some kind of coating be applied to the window to cut the glare and to protect from the rays. If some solution is not found by the summer months, we will have to rearrange the lobby completely.

Please let me know on which solution you decide, and I’ll handle the details.

Example 5: Example letter for complaint to superiors

Memorandum

TO:

FROM:

DATE:

SUBJECT: Priority and Follow-up on Maintenance Purchase Requisitions

A primary goal in Maintenance is to minimize downtime and to keep all equipment operational. To accomplish this goal successfully, we need help from Purchasing–priority treatment and confirmation of requisitions.

Out of approximately 300 requisitions I submit per month, only about 30 percent are confirmed. I realize, of course, that Purchasing has a tremendous work load and has difficulty distinguishing between emergency and “normal” orders. And, of course, I know some of the replacement parts we order on short notice can’t be confirmed. I do, however, try to keep these replacement parts in supply to avoid this rush situation. Also, non-confirmation on other, standard requisitions has become a real problem in relation to productivity, downtime, and cost of repair and replacement parts via air freight.

Would you let Purchasing know of this problem and suggest maintenance requisitions get first priority? Additionally, we’d like follow-up confirmations on promised shipping dates. I’ve attached a copy of our requisition log from 3/1/– to 5/30/– so you can note which ones have not yet been confirmed.

Please let me know how these requisitions will be handled in the future.

Guidelines : To subordinates

Complaining to Subordinates

Guidelines and Alternate Phrases

State the problem up front.

Mention the reason for or benefit of resolving the matter rather than dwelling on the problem itself. Simply because you have the necessary authority to complain and get immediate action, don’t press the advantage. If you can get action with a whisper, why shout?

This change should make us all more productive.

This action should save us immeasurable time, effort, and money.

Such clear-cut directives, I hope, will make things easier for all of us.

Let me know if you don’t find this system much easier for you.

While this procedure may be slightly more time-consuming, I think you’ll agree it will make your efforts more productive over the long haul.

Anything we can do to make this project a success is worth our every effort.

Assume the problem is a matter of oversight in a situation where your message may be taken as an accusation of dishonesty or incompetence.

Focus primarily on appropriate action or inaction, not blame and responsibility for the problem. Those under your supervision will generally be wary about any complaint from you and tend to read into it a negative mark against their record. Such a “watched” feeling can prohibit a business-as-usual response on their part.

While the reason for these errors is irrelevant at this point, I’m sure this new procedure should eliminate them in the future.

Regardless of who was ultimately responsible for the situation, please join me in this corrective action.

The solution, not the cause, is my primary concern now.

Keep the tone positive, not sarcastic or overbearing.

Let’s make every effort to make the next one a success.

With such careful attention to these details, I’m sure we’ll see improvement to make us all proud.

Thank you for helping me correct this situation.

I sincerely appreciate your attention to this problem and have every confidence you can turn the situation around.

I’m looking forward to your very best efforts next time and know you won’t let me down.

I certainly appreciate the can-do attitude I find every time we discover a situation that needs improving.

May I count on your full cooperation?

Would you help me correct this situation?

Example 1: Letter for Complaint to your subordinates

Memorandum

TO:

FROM:

DATE:

SUBJECT: Advertising

Phony “Going Out of Business,” Closing Doors,” “Liquidation,” “Must Vacate Today,” or “Make Us an Offer” advertising is contrary to our standards here in Hillsboro. If deceptive, these ads are totally unacceptable.

If you have questions about any advertising you are asked to run, please clear the ad copy with me first. Let’s keep the reputation of our newspaper beyond reproach by screening ourselves rather than having our readers embarrass us by discovering less-than-honest deals advertised in our pages.

I also suggest you keep this notice as a permanent reminder when customers try “to slip one by you.”

Thanks,

Example 2: Example letter for Complaint to your subordinates

Memorandum

TO:

FROM:

DATE:

SUBJECT: Service applications

It has come to my attention customers have been told we cannot take their service applications over the phone. Please correct this misunderstanding. We should most willingly take the application information over the phone and then, of course, ask them to complete (or verify) the written information when they come in for the first consultation.

This make-it-easy policy should be good news to our customers and should also increase our clerks’ sales records. In other words, they can “sign up the live ones” before they change their minds or simply neglect to come in personally by our weekly deadlines.

I appreciate your help in clarifying this policy to all involved.

Sincerely,

Example 3: Official complaint letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Barbara:

As we agreed on the phone, the ad for the medical transciptionist that appeared in the Globe yesterday gave Ms. Holly Merritta’s name and phone number. However, the arrangement of the ad is very confusing, and, as a result, Ms. Merritta has received numerous misdirected inquiries regarding pathology and radiology positions.

Also, the primary reason for the ad was specifically to mention the new pay plan–$5 per 1000 words–at all our branch clinics. (I fear that transcription applicants assumed we were still using the old pay plan and remembered the previous erroneous ad.) Future ads should emphasize our new pay schedule and generate leads for the best-qualified applicants in the field.

Therefore, would you please prepare another ad draft for the July 6 paper, announcing six open positions? The ad should include Ms. Merritta’s name and phone number and, specifically, the exact pay rate of the plan. I will review this new ad and will give you approval on it before any newspaper deadlines. Also, I want to approve all transcription ads for all clinics before they are submitted to the media.

Thank you for helping make sure our advertising gives the message and image we want presented to the public.

Sincerely,

Example 4: Letter To subordinates

Memorandum
TO:

FROM:

DATE:

SUBJECT: Speeding Up Loan Processing and Approval

When sending a loan request to us for approval, would you please also send along a signed note and a copy of the board of directors’ meeting minutes authorizing the loan request? This would certainly speed up the processing and approval in our office.

Example 5: To subordinates Letter

Memorandum
TO:

FROM:

DATE:

SUBJECT: Petty Cash Disbursements

From the discrepancies between the actual balance in our petty cash box and the balance shown on the disbursement/accounting record, it is apparent not all receipts are being returned and recorded.

To improve our petty-cash accounting procedures, Sherri Blunton (or, in her absence, Michaela Smith) will disperse all funds from the cash box. She/he, then, will be responsible for recording all withdrawals, collecting and recording receipt amounts, and noting returned cash.

Thanks for your cooperation in correcting this matter.

Guidelines : To Peers

Complaining to Peers

Guidelines and Alternate Phrases

Let the reader know immediately your exact complaint.

View your letter as a request for action or cooperation rather than a complaint. Find positive motivators, if possible, such as smoother operations, safety, savings in time and dollars, and goodwill from outsiders.

Because we are all so very busy, it is easy to forget the seemingly minor details that make our equipment operate efficiently. Would you give special attention to the following matters so we can all save our maintenance dollars?

Bill, can you help me save us all a little time?

I know you’re looking forward to the commissions that can be generated from such a deal–if we are successful in finding a way to solve the customer’s current problem.

Give enough detail so the person stepping in to remedy the situation knows or recalls what has happened in the past. But be brief; avoid throwing in irrelevant details about how much trouble the situation has caused you–unless such detail is pertinent to correcting the problem or creates urgency. Always give names or dates involved and copies of past correspondence for the reader’s convenience in following and verifying what you say. By informing the reader of your previous action, you eliminate repetition of those non-solutions.

Suggest, even though you can’t command, the specific action you want your reader to take to resolve the matter; do not coach the solution in vague generalities. If you have no solutions to the problem yourself, then say so. Such humbleness gives a more conciliatory tone.

I must admit I don’t have any solutions at this point. But I do know we need to discuss this seriously.

Would you send two additional copies of each month’s report?

Will you give me your answer by May 2?

I suggest your representative make another sales call on the client to explain this policy.

Don’t sound self-righteous or aggressive; use a conciliatory tone. First, that means not assuming the harm or mistake has been intentional. Don’t take away all your reader’s possible “excuses” for the situation; allow him or her to save face. (There’s no harm done in his saving face as long as the problem gets corrected.) Second, use “I messages” to minimize attack on the other person: “I do not feel my staff and I are up-to-date on the project or have had sufficient input about our specific needs.” Not: “You have not kept us up-to-date on the project, and you have not allowed us sufficient input about our specific needs.”

Use passive voice when describing someone’s error; this construction prevents an accusing tone: “The entries in step 2 were miscalculated.” Not: “You miscalculated the entries in step 2.”

Finally, include courtesy words such as please, thank you, and we would appreciate.

Use humor when you can to attract attention to the problem and make the corrective action less arduous. Make sure, however, you know your audience so your humor is not offensive or does not make light of a situation others consider “no laughing matter.”

Show confidence that the complaint will be handled appropriately.

End on a business-as-usual note; reestablish rapport.

If I can help you further in solving the problem, let me know.

Please join me in our efforts to make this discouraging situation an ultimate success.

I hope the next time we correspond, it can be under less difficult circumstances.

I hope we have this situation all cleared up by the next time our paths cross.

Give my regards to your staff and thank them for the extra effort this resolution will require.

Although we were caught in a somewhat uncomfortable situation, things should improve drastically and soon.

Example 1: Example letter for Complaint to peers

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Millard,

We have spoken on the phone twice about the circuit outages over here in our building. I have decided it might be helpful to you if I supplied the attached list of sites with reference numbers. Should I expect the job to be completed by Monday?

If not, please let me know by Friday because I will have to readjust the weekly work schedule of all our people to accommodate the delay.

Thank you,

Buford

Example 2: To Peers Letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ken:

During the past four months, my customer has requested help from us on four different BT2 problems. He also asked for on-site assistance April 6-7, which was rejected. The four BT2 problems brought his complete system down nine times; twice I had to help him completely rebuild his database.

I have absolutely no expertise in solving the problem and am at your mercy in letting him know if we can come up with an answer. The customer has come to the conclusion we do not appreciate or value his business at all. I know you are as concerned about retaining this $200,000 contract as I am.

Would you please call me Thursday afternoon to discuss your ideas and projected deadlines for this overdue help we owe our customer?

Sincerely,

Example 3: Letter of Peers

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Meg:

We missed your input at last week’s status meeting. I reported on developments from your division, but the information may not have been completely accurate.

Representation at the meeting by all areas is the best way I know to ensure a forum for timely discussion of information and alterations in the project plans–alterations that may affect more than one area.

Please be sure to have a representative from your division attend the July 8 meeting at 2 p.m. in N-10.

Sincerely,

Example 4: Sample letter for Complaint to peers

Memorandum

TO:

FROM:

DATE:

SUBJECT: Computerized Purchasing System

Frankly, John, I am dissatisfied with the development of our mutual project to computerize the purchasing system. I do not feel my staff and I are up-to-date on the project or have had sufficient input about our specific needs. Therefore, I don’t want to proceed with the plans until we talk further.

I would like to meet with you , Tom Brown and Fred Smith on Thursday morning at 8:00. Please contact my office if there is a schedule conflict.

On January 6 after a meeting with Ted Jones, I enclosed in a memo to him our comments on the data printout form he was proposing. However, I’ve had no written response from him or subsequent discussions about how our needs can be met with the programming. Then on February 16, we noted and questioned the purpose of your requisition 1224-55 for contract programming services. I talked with Merle White by phone, and she assured me this requisition had nothing to do with our project but rather was for work done for the Indonesian group. So, of course, when Tom Brown and Fred Smith visited me this week and wanted to know where I wanted two data processing consoles installed, I asked them to wait until I had further discussions with you to make that decision.

Attached are copies of the past correspondence so you can easily follow the development of events.

I look forward to our meeting so we can get on with this project.

Guidelines : Accepting

Complaining About Product Quality

Guidelines

• Set a friendly tone while explaining that you are dissatisfied with the product or service.
• Explain in detail the nature of your complaint, citing specific instances and providing any supporting documentation.
• State what action you expect to be taken as a result of your letter.
• Offer possible solutions for rectifying the problem.
• Ask for a prompt response.

Example 1: Sample letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Martin:

On July 8, 1995, we purchased the Electrica 500 phone system, model number 4358 for our office. Unfortunately, the system has repeatedly disconnected callers during transfers to specific offices. Our receptionist has used the Electrica system at her previous job; in fact, it was she who suggested your company to us. Due to her extensive experience with your system, we feel it is unlikely the disconnections are occurring due to human error.

Our service contract states we are entitled to free service calls for the first three months after installation of the Electrica phone system, but we have been unable to reach anyone in order to schedule a service call.

Because of the difficulties with both the phones and the support services, we have decided to purchase a different phone system. Our service contract states that should we decide to terminate usage of the Electrica 500 within the first two weeks of service, we are entitled to a full refund. We are therefore attaching a copy of our invoice so we may receive our full refund of $2,500. Please contact us concerning the removal of the system.

Sincerely,

Example 2: Letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Ms. Young,

On July 2, we purchased an Ultimate Brand color printer (serial number 867541) from your store. We have enjoyed wonderful results, until yesterday, when an odd problem occurred.

We had been printing a three-color graph of blue, red and green. However, the graph came out black, pink and purple. We have checked our ink cartridge and can find nothing obviously wrong. We have also been unable to locate anything in the manual which tells how to correct this problem.

As we are new users of Ultimate Brand, we are unsure of what else to check on the printer, or what else we should try to do. Any suggestions you could give us would be most welcome. We can be reached at (567) 423-4343.

Sincerely,

Example 3:Example letter for product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Martinez:

On July 16, your company installed a 16-line voice mail system at our office. The installer programmed our extension numbers for us, and provided our office with an instruction manual which explained how to reprogram the extensions should we need to do so.

The system worked well the first week. However, during this past week it began routing the wrong message to four different voice mail boxes. We have tried reprogramming the system in an attempt to correct this situation ourselves, but have been unable to successfully send the proper mail to:

• Ms. Rialto #4386
• Ms. Meyers #4387
• Mr. Tate #4389
• Mrs. Gerry #4390

We suspect there is an internal problem with the system, and would appreciate your expertise in the matter.

As these four individuals rely heavily on their voice mail, we would like to request a service person be scheduled to come to our office no later than tomorrow afternoon.

Thank you for your attention in this matter.

Sincerely,

Example 4: Product quality Letter

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Customer Service:

After successfully installing our new OfficePower CD ROM package, we sat back to enjoy a graphics program we had also purchased. We spent an hour browsing through the various graphics, then decided to try a different one of graphics program. Unfortunately, we were unable to get the first graphics CD to eject.

After trying all the related troubleshooting suggestions given in the manual, we are at a loss as to what we should do. Someone in the office has suggested taking it in to be serviced, but we thought we would contact your department first to see if there was another alternative.

Thank you for your assistance in this matter.

Sincerely,

Example 5: Letter for quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Janis,

As you know, we have rented our First Rate copier (serial number 9804-221) from your company for the last five years. Not only have we been happy with its performance, but we have also learned how to solve most of the everyday problems that occur over the course of a copier’s life. This time, though, we are stuck.

Yesterday the copier began printing every page almost completely black. We have tried changing the contrast, shaking down the toner, replacing the toner cartridge altogether, and even restarting the copier and trying everything all over. Nothing has worked.

Unfortunately, we have a major presentation due by Wednesday of next week and will be unable to complete all of the necessary handouts if we cannot get this situation resolved immediately. We are sorry for the short notice, but given all of the wonderful service we have received from you over the past five years, we feel sure you will understand the urgency of our situation.

Regards,

Example 6: Letter about product quality

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mr. Busey:

We have just installed the new OfficeExact software package you sold us two days ago. We received a message saying the software was successfully installed, but when we tried to open the application, we received a General Protection Error 005 and our entire system shut down. We have been unable to restart it since. As we have purchased all of our previous software from you, we assumed our systems were compatible.

We are requesting you send technical support immediately to assist our systems analyst. Our office is at a complete standstill due to this problem, and I am sure you understand the need to get us up and running as soon as possible.

Sincerely,

Example 7: Example letters for complaint about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Blackwood Camera:

We have just received our new Holland Epic enlargers for our darkroom. Upon setting them up, however, we realized the lenses on three of the four enlargers were badly scratched.

We would therefore like to request under the terms of our warranty plan, three (3) new Holland Epic lens (free of charge).

Furthermore, since we are not responsible for the damages to the lens, and are now behind schedule on an important job order, we are requesting the lenses be shipped next day air via Atlas Air Freight at no charge to our company.

Please call our office at (800) 558-8879–Ext. 6240, to verify shipping arrangements.

Sincerely,

Example 8: Letter for complaint about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Connect Plus,

We have just been informed by a business associate that when they attempt to e-mail us, they receive an “Undeliverable Mail” message. They checked to ensure they had the proper address and have still been unable to get anything delivered to us.

When we had your system installed on July 9, we requested our address to be as follows:

starmakers@connectplus.com

We are sure you realize the problems an incorrect address in your system could pose for our business. We feel confident you will be able to correct this for us immediately.

Sincerely,

Example 9:Complaint about the quality of product Letter

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Mrs. Melrose:

On July 2, 1996, we purchased a 645 Plus fax machine, serial number 74331 from your company. We have repeatedly had problems with the paper tray jamming when halfway closed. After several calls to customer service, I realized we needed to see about obtaining either a replacement part or a new fax machine.

Amy Torello, the customer service representative I spoke with on July 6, 1996, suggested I contact you concerning replacement issues. However, I have been unable to reach you by phone. Perhaps it would be easier for you to contact me. I can be reached at (555) 634-8971, ext. 250.

We have diverted all incoming faxes to another area in our office, which has caused an inconvenience. We would appreciate your assistance in resolving this matter before the end of the week.

I look forward to hearing from you.

Sincerely,

Example 10: Example letters about the quality of product

Company Name or Letterhead
Address
City, State, Zip

Date

Addressee
Address
City, State, Zip

Dear Ben:

Yes, you are receiving yet another plea for help from our mechanically-challenged office!

As you will remember from all the installation questions we had, we purchased a Galaxy Image scanner from your company on July 6, 1997. While it is still scanning documents clearly, it has begun to emit a loud, high-pitched whine each time it scans a page.

Does this mean something is going to break soon, regardless of how well it’s working now? Office personnel (including myself) reviewed the “Troubleshooting” section of the manual, and we were unable to find even the most remote explanation as to why the scanner is making such a horrendous noise.

Fortunately, we know that you are better than any manual when it comes to figuring these things out! And given the amount of material we are now scanning in the office, we need to be advised immediately as to what we should do. Please call us at (555) 482-2990. Thanks once again!

Regards,

Guidelines : About poor Service

Complaining about Poor Service, Defective or Inferior Products

Guidelines and Alternate Phrases

• Summarize the problem briefly, specifically, and clearly. Include all information basic to the problem or resolution such as complete names, addresses, phone numbers, full description of the product or service, dates, places, amounts, methods of payment, previous correspondence, and file numbers. Include enough detail so a previously uninvolved reader can understand what has happened, but do avoid irrelevant detail that will only obscure the real issues.
• State the facts of your complaint in an organized, easy-to-follow format. A bulleted list is an effective way to give specifics. In most situations, a once-upon-a-time format is not an appropriate arrangement of facts or issues.
• Decide what specific action you want and firmly stick with it. Don’t sound wishy-washy in what you will accept as restitution.
• Please remove the $48 charge from my account.
• Please send a replacement tray by overnight mail.
• I will appreciate receiving an explanation and an apology from the service representative.
• Please send a replacement part immediately.
• We ask you correct the situation by closing the old account and establishing an entirely new one.
• We suggest you discuss with your staff the importance of a prompt response in such emergency situations.
• In the future, please send all the authorizations directly to me for my signature before beginning any work projects on our behalf.
• We have written you about these subscriptions on two previous occasions. If the changes cannot be made by the next issue (March), please cancel all three subscriptions.
• If we can make these two changes in the printed form, I’m confident we can reduce our internal costs by as much as 50 percent.
• Be firm about any agreed-upon deadline with regard to any delayed response you have been promised.
• I’ll expect to hear from you by Friday.
• As you confirmed, I will be looking for the replacement shipment within 10 days.
• As you suggested, I will wait to hear from Mr. Cox on August 15 about what adjustments he will make on the price.
• Sound factual, not emotional.
• My calls have not been returned. (Not: The return calls have never materialized.)
• As you know, we have a $200,000 investment in this equipment, and we must have it operate dependably 24 hours a day. (Not: We have a $200,000 investment in this equipment; we would like to have it work occasionally.)
• Assume a confident tone about a suitable resolution. Avoid aggressive or sarcastic statements. Assume the reader will give you a fair deal until he or she proves otherwise.
• I know you will want to correct the situation immediately.
• I was sure if I pointed out the difficulties to you personally, you would make every effort to solve the problem.
• I hope you can restore our confidence in your product and service.
• You have given us excellent service in past years, and we want to continue to depend on you for our data processing needs.
• We feel confident you can correct the structure with minimal expense.
• You have always been fair in your dealings with our organization, and we have every confidence you will decide to make an adjustment in this situation.
• If we haven’t heard from you by August 5, we will assume you prefer to cancel the project altogether. I hope that’s not the case.
• We appreciate your attention to this detail.
• We are eager to hear how you think the problem can be corrected.
• Let us know if you need further information to verify the claims we have presented here.
• We are looking forward to continuing our relationship on future projects.
• We believe we can count on your best efforts in this regard.
• Thank you for your usual attention to our concerns.
• If follow-up letters become necessary to gain the reader’s cooperation, become stronger in stating your next course of action while maintaining an objective tone.
• If we don’t hear from you by August 6, we will be turning the problem over to our legal department.
• We will be forced to cancel our account with your firm if we do not have a suitable resolution by August 6.
• Be sure to attach any necessary documentation for your claims such as invoices, receipts, canceled checks, order numbers, authorizations, and so forth.

Example 1: Letter About providing poor Service

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Winger:

We are experiencing problems with several of Hobart’s valets recklessly driving in our garage–problems such as spinning tires, speeding, and driving with car doors open. To date, there have been no accidents or injuries reported by our tenants, but we want to notify you formally of your responsibility in this situation.

Please see your valets are reminded of the safety hazards involved. Also, we ask that you no longer park cars in more than one entrance ramp on week days and you leave at least one entrance ramp open at all times during the weekend.

I have every confidence these problems can be remedied with both your attention and mine.

Sincerely,

Example 2: Example letter for poor service

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Hightower:

We are very concerned about the quality of the plumbing fixtures and the condition of the drain lines at our St. Louis offices. On two previous occasions, our offices have been flooded because of leaks. On March 9, a third leak occurred that caused considerable damage to our printing operations. The total repair and replacement costs amounted to $3,459.

We have attached all the invoices for your reimbursement. Please let us know immediately if you prefer we follow some other procedure for handling the damage claims.

Additionally, as a matter of precaution against a recurrence and possible injury to our employees, we ask you do the following: replace the old drain lines above our printing operations and recheck the newer lines in other locations.

Would you please notify us immediately when the work is complete and let us know of other precautions that you plan to take?

Sincerely,

Example 3: Sample letter for poor service

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Martin:

One of my employees, Winston Walkman, attended your June 6 class in St. Louis and was very disappointed with the quality of the course. Specifically, the content did not match the course outline in your advertisements. Although the agenda listed three topics having to do with conflict resolution, less than half an hour was spent addressing those issues. Additionally, the instructor’s knowledge was inadequate to deal with the technical questions from the class.

I spoke to the instructor briefly at the end of the class, and he agreed the questions and customer situations brought up in class were beyond his experience.

In light of the expectations raised by your course announcement, I think we are entitled to a refund of our $350 registration fee. A copy of that registration form is attached.

Should you need to discuss the class situation with me or Mr. Walkman in more detail, you may reach us at 346-2209.

Sincerely,

Example 4:Poor Service Letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Frazier:

The four lamps we ordered from you on May 9 were shipped with improperly fitting globes. I’m returning the lamps for an immediate refund of $826.78. Because our first order took three weeks to arrive, we have decided to make an alternate selection at a local store rather than wait for your replacement.

Attached is a copy of our May 9 order, the customer receipt, and our canceled check. Thank you for processing this refund immediately.

Sincerely,

Example 5: Complaint letter for poor service

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Subject: IRA account #12345678 and IRA account #910111213

Dear Mr. Fulbright:

Today I received my account statement from your office for the period ending 3/31/19– and found my instructions for rolling over stock into my IRA had not been carried out. I face severe tax consequences if this account cannot be corrected to indicate a rollover of my company stock into another qualified retirement plan within the next 14 days.

Needless to say, I am disappointed these instructions have not been followed and am inconvenienced by having to write this second letter of instruction. (Ms. Debra White, the account executive assigned to me, says she lost my January 16 letter.)

Please take the following actions to correct my account:

1. Roll over 406 shares of Allbright Company common stock into my qualified IRA account #12345678.

2. Roll over 150 shares of TRZZ common stock into my qualified IRA account #910111213.

3. Make the effective date of both transactions February 1 because the delay in the rollover was due to mishandling of my previous instructions.

I know you wish to maintain the good reputation of your brokerage firm, and I am counting on you to take care of these transactions immediately.

Yours truly,

Example 6: Poor Services Letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Lopez:

This letter will acknowledge receipt of your phone call today to say you have finished the brochures. As we explained to you on the phone March 19 and again in our meeting at your place of business on March 25, the brochures you erroneously printed in black ink rather than the brown ink we specified are not acceptable for the following reasons:

• All the inserts to be added to the brochures are in brown ink.
• All the cover letters to go with the brochures are in brown ink.
• The business cards and letterhead to accompany the brochures are in brown ink.
• The brochure’s brown cover does not look aesthetically pleasing next to the black ink, a real problem because we use this brochure as a sales tool in soliciting brochure/editorial/layout/design business.
• We have used brown ink on all mailouts, brochures, business cards, and letterhead to establish product and material recognition in the marketplace.
• Finally, our acceptance of your printing bid was contingent on a due date of March 24 (as can be attested by the typesetter, the photographer, the photo-processing lab, and the printer for the accompanying brochure inserts). Your delivery date on the brochures is 21 days past due.

With no work-order paper ever shown us about your record of our oral directions to you, you assumed black ink, never verifying job specifications with us in any written form.

Our original agreement was that you print 2,000 copies of our brochure at a total cost of $4,140 by our March 24 deadline. We regret the fact you chose, after you got a deposit, not to go through with your agreement to reprint the brochures in the brown ink we had specified.

While we in no way find the black-ink printing job acceptable, in light of your reversal of your decision to reprint as agreed upon in our telephone conversation of March 19, we are willing to try to salvage the situation by settling for a full payment of $3,110 for the brochures. In exchange for the $3,110, we will take the 2,000 black-ink brochures, all printing plates, and the return of our photos.

We had hoped to move our own brochure-printing business, as well as the printing jobs for our clients, to this part of the city, a much more convenient location for us. And, of course, we will, in the future, continue to take our large printing jobs to the two printing firms across town, which have served us well over the last seven years.

If we do not have a response from you within ten days from the date of this letter about our offer to settle this matter, we will pursue all legal avenues open to us to recover our total $2,070 deposit and all legal costs.

Yours truly,

Example 7: Sample Letter About poor Service

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Mossy:

On your flight #344 from Dallas to Tulsa on August 6, my bags were lost. Not only were they three days late in arriving, but also one arrived damaged. During the entire ordeal, your representatives continued to display a don’t-tell-me-your-troubles attitude in solving the problem.

To elaborate on the details:

• Upon arrival when I discovered my bags did not make it with me to Tulsa, I filed a claim with baggage service. The agent assured me the bags would arrive on the next flight at approximately 7:00 p.m. She took my name and hotel address and said the bags would be delivered there about 8:00 p.m. The bags never arrived.
• I called your Tulsa office again and spoke with Felicia Smith. She could tell me nothing and suggested I call the Dallas office again. I made four long-distance phone calls trying to reach the appropriate party. No one could tell me where the bags were. They suggested I “just wait.” I spent $10 on overnight toiletries.
• The second day I phoned your Tulsa office again, and Mike Hertz told me the bags had indeed arrived on the previous evening’s flight; he didn’t know why they were not delivered to me as promised. I explained I was traveling on to Norman, and he took my hotel address there and assured me my bags would arrive there by 6:00 p.m. the second day. I worked the second day in the same clothes.
• When I arrived at my Norman hotel that second evening, the bags had still not arrived. When I called the Tulsa office again, Suzanne Swartz told me she was “busy” and suggested I call her back collect in an hour. I asked to speak to her supervisor. She put me on hold for five minutes. When I hung up and called back, no one answered the phone.
• My bags (one with a broken handle and twisted rollers) were finally delivered at 4:00 p.m. on Thursday–four days after my Monday-evening flight. No apology or explanation was ever given to me about the delay or difficulty.

I request full payment for the damaged bag in the amount of $198. Also, I think it only appropriate that you reimburse me $10 for the toiletries and $19.86 for the four long-distance calls made to your airline offices.

Attached you will find:

• a repair estimate for the bag and a brochure listing the price of a comparable replacement bag
• my baggage claim receipt
• the hotel listing of telephone charges
• receipt for the toiletries
• boarding passes and a copy of the baggage claim check

My staff and I travel more than 60 percent of the year to all 50 states, and we schedule at least 2,000 flight segments on your airline. Needless to say, the quality of service I recently received has left a lasting impression. I hope you will want to correct that impression.

Yours truly,