Pern eee tu tl | by Andrea B. Geffner eee te Mora) ree Babee Tic aE eee see y eRe LULA ceie a vein eta tel rey CGR an ss) Re ee Cnc Barron's Educational Series, Inc. ball] : Fee aa a, eaeMarcus always ht 1998 by Barron's Educational Series, Inc. editions © Copyright 1991, 1983 by Barron's Educational Sertes, Inc. from o Pri Adapted! ram How fo ite Botier Business Leta by Andrea B. Gefiner and excerpted in part from Business English: How to Make Your Writing Work for You by Andrea B. Gofiner All rights reserved. No part of this book may be reproduced in any form, by photostat, ; microti, xerography, of any ather means, or incorporated into mates ithout the om wi n the copyright owner, Ail inquiries should be addressed to: Barron's Educational Series, Inc. Boulevard Ubrary of | Card No. 97-47352 International fard Book No. 0-7641-0314-8. brary of Congress Cetaloging-in-Publication Data ia inens letiora tha easy / Andrea 8. Geffner—3rd ed. p. om—The easy Includes index, ISBN 0-7641-0314-8 1. Commercial correspondence. 2. English language—Business 808',066651—de21 97-47382 BRINTED IN THE UNITED STATES OF AMERICAContents Table of Model Letters _v trod - 1.__BUSINESS STYLE 4 Tone 1 * Expressions to Avoid in Business Letters 1 * Outlook 3 * The “You Approach” 5 « Organization 6 « Redundant Expressions 7 « Electronic Mail 9 * Sexist Language 9 * Practice Correspondence 10 2. LETTERFORMAT 13 Parts of a Business Letter 13 » Arrangement Styles 14 * Punctuation Styles 16 « Postscripts 22 © Special Paragraphing 22 © The Envelope 22 © Practice Correspondence 24 3. REQUESTLETTERS 25 Inquiries 25 » Orders 27 © Practice Correspondence 29 4. REPUES 31 Acknowledgments 32 « Follow-Ups 33 * Confirmations 34 * Remittances 35 * Order Acknowledgments 35 « Stopgap Letters 41 * Inquiry Replies 41 © Referrals 44 « Refusals 44 # Practice Correspondence 46 Credit Letters 49 © Collection Letters 55 * Practice Correspondence 58 ‘&_COMPLAINTS, CLAIMS, AND ADJUSTMENTS 61 Complaints 61 » Claims 61 » Adjustments 66 * Practice Correspondence 69 Correspondence 78 8._SOCIAL BUSINESS LETTERS 81 Letters of Congratulations 81 » Letters of Sympathy 83 + Letters of Appreciation 84 « Invitations 86 « Announcements 88 + Practice Correspondence 89iv CONTENTS The Resume 91 © Letters of Application 98 « Follow-Up Letters 103 * Letters of Reference and Recommendation 104 * Declining a Job Offer 106 * Rejecting a Job Applicant 107 ¢ Letters of Resignation 108 + Letters of Introduction 109 « Practice Correspondence 110 Informal Reports 126 ¢ Formal Reports 131 * Proposals 137 © Practica Correspondence 141 IMPORTANT DETAILS 143 Addressing Dignitaries 144 State Abbreviations 152 « Some Grammar Basics 164 « Punctuation 163 * Capitalization 168 « Abbreviations 170 * Numbers 173 * Commonly Confused Words 175 © Spelling Problems 180 * A Glossary of Business Terms 183 © Catching Your Errors 186 INDEX 189Table of Model Letters ERREERERERRERE! VISRESEEESESEEE ELSES User eee : The Parts of a Business Letter Full-Blocked Latter Style Blocked Latter Style Semi-Blocked Letter Style Square-Blocked Letter Style Simplified Letter Style Special Paragraphing The Envelope Inquiry Order Acknowledgment Follow-Up Confirmation Order Acknowledgment Delayed Delivery Partial Delivery ‘Substitute Delivery Inquiry Reply | Inquiry Reply Ii Refusal Credit Application Credit Inquiry Credit Reference Credit-Granting Letter Credit-Refusing Letter Collection Letter | Collection Letter II Einal Collection Letter Partial Payment Acknowledgment Complaint Complaint Response Claim | Claim I Letter of Adjustment | Letter of Adjustment I] Letter of Adjustment Ill Direct Mail Sales Letter Batail Sales | etter Sales Promotion Letter Public Relations Letter | Public Relations Letter I Public Relations Letter Ill Letter of Congratulations | Béada & Nn = B2ShKERSSSELERISRG RBERBEERBABREBREARERB <vi TABLE OF MODEL LETTERS 8-2 Letter of Congratulations II 82 #3 _ Letter of Condolence} 8-4 _Letter of Condolence PoC 85 Letter of Appreciation | 85 a8 Letter of Appreciation Ii 85 7 Invitation | 86 a8 Invitation lI AZ a2 a3 4 Letter of Application | 99 9-5 Letter of Application II 100 36 Letter of Application Il 101 7 Follow-Up Letter 103 8 LotterofReference FS 9-9 _Latter of Recommendation +10 Letter Declining a Job Offer 106 o11 Applicant Rejection Letter 107 12 Letter of Resignation 108 10-3 Minutes: 116 List News Release | 124 11=2____News Release I] 4 12-1 Informal Report (Memo) 127 12-2 Informal Report (Letter) 128-129 12-3 Informal Report (Preprinted Form) 130 12-4 Formal Report (selected pages) 132-135 12-5 138 1 12-6 Proposal II 139-140Introduction When the technological “revolution” first began, a series of fears davel- oped along with the new automation, First It was feared that increased computerization would put vast numbers of people out of work. Later it was feared that all but the elite would be turned into mindless, button- pushing drones. Hand-held calculators would eliminate our need for basic math skills. Word processors would eliminate our need to spell. Comput- ers would eliminate our need to think. It is now apparent, however, that the more computerized our society becomes, the more desperate grows the need for skilled employees. Al- though advances in technology have made possible the elimination of many unskilled jobs, they have also led to the creation of new, skilled jobs. For example, as technology has increased competition along with con- sumer demand, businesses have had to focus attention and effort on cus- tomer service. Customer service, in turn, requires employees equipped, not only with critical thinking skills and social graces, but also with the ability to communicate. And communications skills mean, in an era of fax machines and e-mail, the ability to compose messages with words, that is, to write. Thus, the ability to convey information and ideas in clear, comprehen- sible language is currently in high demand. But this demand also hap- pens to coincide with what has been termed “a crisis in American education.” It is widely feared (and may be generally true) that many U.S. schools and even universities are turning out graduates inadequately equipped to function in today’s job market, to meet the needs of today's employers. The result is that the individual who /s skilled, who can com- municate clearly and effectively in writing, possesses a rare and valuable commodity. The ability to compose business correspondence is a scarce mar- ketable skill, but it is also an attainable one. Despite the forbidding mys- tique surrounding the act of “writing,” and sometimes the very word, it is not a skill one is born with. People /earn to write, just as they learn haw to read, to drive, or to use computers. But, just like learning to drive, learn- ing to write takes effort and practice. One gets better at it the more one writes. Given the fact that you can learn to write and then market your writing Skill, this DOOK will serve as your guide. Like any good guide, it is intended to reduce your trepidation as you enter unknown territory. It will help you get started on the right path and maintain an appropriate attitude. It will point out the do’s and don'ts within each area of business writing. And, it is hoped, it will leave you on your own, a more confident, competent writer than when you began. viiUrheberrechtlich geschiitztes|Material1. Business Style Tone Second to grammatical correctness, achieving an appropriate business style may be the biggest problem for the writer of business letters. A sure sign of an inexperienced writer, in fact, is the obvious attempt to sound too “businesslike.” ‘As per your request, please find enclosed herewith a check in the amount of $16.49, Such expressions as “herewith” and “as per" contribute nothing to the message while making the letter sound stilted and stiff. ‘The first step, then, to writing successful business correspondence Is to relax. While business letters will vary in tone from familiar to formal, they should all sound natural. Within the limits of standard English, of course, you should try to say things in a “regular” way: AS you requested, | am enclosing a check for $16.49. If you resist the temptation to sound businesslike, you will end up being more business-minded. The second version of our sample sentence is not only more personal and friendly; it is also more efficient. It uses fewer words, taking less time to write and type as well as to read and comprehend, With this initial piece of advice in mind, review the following list of words and expressions. Then plan to eliminate these terms from your business writing vocabulary. EXPRESSIONS TO AVOID IN BUSI LETTERS according to our records | have your letter acknowledge receipt of | wish to thank, may | ask ‘as to, with reference to, with in due time, in due course of time regard to, with respect to in receipt of at hand, on hand In the near future Attached please find, attached in view of hereto, enclosed herewith, our Mrs. Campbell enclosed please find permit me to say beg to inform, beg to tell pursuant to duly thank you again. for your information thank you in advance hereby, heretofore, herewith thereon2 BUSINESS STYLE Instead of... advise, inform along these lines, on the order of as per at an early date, at your earliest convenience at this time, at the present time, at this writing check to cover deem due to the fact that, because of the fact that favor, communication tor the purpose of forward free of charge in accordance with in advance of, prior to in compliance with inre, re in the amount of in the event that kindly of recent date Party said same subsequent to the writer, the undersigned up to this writing Use ... Say, tell, let us know like, similar to as, according to ‘soon, today, next week, 2 specific date now, at present check for believe, consider because letter, memo, et al. for send free according to before as you requested regarding, concerning for if, incase please recent Person, a specific name not to be used as an adjective fot to be used as a noun after, since me until now Consider the difference between these two versions of the same letter: Dear Mr. Pendleton: With reference to your order for a Nashito camcorder, we are in receipt of your check and are returning same. T beg to inform you that, as a manufacturer, our company sells camcorders to dealers only. In compliance with our wholesale agreement, we deem it best to refrain from direct business with private consumers. For your information, there are many retailers in your vicinity who carry Nashito camcorders. Attached please find a list of said dealers. Hoping you understand. Yours truly,OUTLOOK 3 (Beampu 2 | Dear Mr. Pendleton: ‘We have received your order for a Nashito camcorder but, unfortunately, must return your check. As a manufacturer, we sell only to dealers, with whom we have very ex- plicit wholesale agreements. Nevertheless, we sincerely appreciate your interest in Nashito products. We are therefore enclosing a list of retailers in your community who carry a full line of our camcorders. Any one of them will be happy to serve you. Sincerely yours, Outlook While striving for a natural tone, you should also aim for a positive out- look, Even when the subject of your letter is unpleasant, it is important to remain courteous and tactful. Building and sustaining the goodwill of your reader should be an underlying goal of nearly any letter you write. Even a delinquent account may someday become a paying customer. A simple “please” or “thank you" is often enough to make a mundane letter more courteous, Instead of: We have received your order. you might try: Thank you for your recent order, Or, in place of the impersonal: ‘Checking our records, we have verified the error in your November bill. you could help retain a customer by writing: Please accept our sincere apologies for the error in your November bill. Saying “We are sorry” or “I appreciate” can do much to build rewarding business relations. On the other hand, you must be tactful when delivering unpleasant messages. NEVER accuse your reader with expressions like “your error” or “your failure.” An antagonistic latter would say: ‘Because you have refused to pay your long averdue bill, your credit rating Is in jeopardy. Amore diplomatic letter (and therefore one more apt to get results) might say: ‘Because the $520 balance on your account is now over ninety days past due, your credit rating is in jeopardy. Because the second sentence refrains from attacking the reader person- ally (and also includes important details), it will be read more receptively,4 BUSINESS STYLE A word of caution is necessary here. Some writers, in an effort to be pleasant, end their letters with sentence fragments: Looking forward to your early repiy. Hoping te hear from you soon, Thanking you for your interest. These participlal phrases (nate the -ING form in each) should NOT be used to conclude a letter. There is never an excuse for grammatical flaws, especially when complete sentences will serve the purpose well: We look forward to your early reply. J hope to hear from you soon. Thank you for your interest. Consider the difference between these two versions of the same memo: TBANPLET, TO: Department Supervisors FROM: Assistant Director Inform your subordinates: 1. Because so many have taken advantage of past leniency, lateness will no longer be overlooked. Paychecks will be docked as of Monday, March 6. 2. As a result of abuses of employee privileges, which have resulted in exorbitant long distance telephone bills, any employee caught making 8 personal call will be subject to disciplinary action. As supervisors, you will be required to enforce these new regulations, (BRAMPLER | TO: FROM: Wanda Hatch, Assistant Director ‘Unfortunately, a few people have taken advantage of lenient company policies regarding lateness and personal phone calls. As a result, we must. all now conform to tougher regulations. Please inform the members of your department that; 1. Beginning Monday, March 6, the paychecks of employees who are late will be docked. 2. Personal phone calls are no longer permitted, It is a shame that the abuses of a few must cost the rest of us, But we are asking all department supervisors to help us enforce these new rules.THE “YOU APPROACH” 5 The “You Approach” Courtesy and tact are sometimes achieved by what Is called a “you ap- proach." In other words, your fetter should be reader oriented and sound as if you share your reader's point of view. For example: Please accept our apologies for the delay. is perfectly polite, But: We hops you have not been seriously inconvenienced by the delay. lets your reader know that you care. The “you” approach does NOT mean you should avoid “!” and “we" when necessary. When you do use these pronouns, though, keep a few pointers in mind: 1. Use “I" when you are referring to yourself (or to the person who will actually sign the letter). 2. Use “we” when you are referring to the company itself. 3. DO NOT use the company name or “our company,” both of which, like the terms listed earlier in this chapter, sound stilted. This prac- tice is rather like referring to oneself by one’s name, rather than “I” or “me.” Also, you should be careful to use your reader's name sparingly in the body of your letter. Although this practice seems, at first glance, to per- sonalize a letter, it can sound condescending. Now, compare the two letters that follow, and see if you recognize the features that make the second letter more “you-oriented.” EXAMPLE Dear Ms. Biggs: Having conducted our standard credit investigation, we have concluded that it would be unwise for us to grant you credit at this time. We believe that the extent of your current obligations makes you a bad credit risk. As you can understand, it is in our best interest to grant charge accounts only to those customers with proven ability to pay. Please accept our sincere regrets and feel free to continue to shop at Allen's on a cash basis. Sincerely yours, (BAMPLER Dear Ms. Biggs: Tam sorry to inform you that your application for an Allen's charge account has been turned down. Our credit department believes that, because of your current obligations, additional credit might be difficult for you to handle at this time. Your6 BUSINESS STYLE credit reputation is too valuable to be placed in jeopardy. We will be de- lighted, of course, to reconsider your application in the future should your financial responsibilities be reduced. Until then, we hope you will con- tinue to shop at Allen’s where EVERY customer is our prime concern. Sincerely yours, Organization One further word about style: a good business letter must be well orga- nized. You must p/an In advance everything you want to say; you must say everything necessary to your message; and then you must stop. In short, a letter must be logical, complete, and concise. ‘When planning a letter and before you start to write, jot down the main point you want to make. Then, list all the details necessary to make that point; these may be facts, reasons, explanations, etc. Finally, rearrange your list; in the letter, you will want to menticn things in a logical order so that your message will come across as Clearly as possible. Making a letter complete takes place during the planning stage, too. Check your list to make sure you have included all the relevant details; the reader of your finished fetter must have all the information he or she will need. In addition to facts, reasons, and explanations, necessary informa- tion could also entail an appeal to your reader's emotions or understand- ing. In other words, SAY EVERYTHING YOU CAN TO ELICIT FROM YOUR READER THE RESPONSE YOU'D LIKE. Qn the other hand, you must be careful not to say tao much, You must know when a letter is finished. If a message is brief, resist the temptation. to “pad” it; if you've said what you have to say in just a few lines, don't try to fill the letter out. One mistake is to reiterate an idea. If you've already offered your thanks, you will upset the logical order and, therefore, the im- pact of your letter if you end with: ‘Thank you once again, Tacking on a separate additional message will similarly weaken the effect ‘of your main point. Imagine receiving a collection letter for a long overdue bill that concludes: Let us take this opportunity to remind you that our January White Sale begins next week, with three preview days for our special charge customers. Don't, moreover, give your reader more information than is needed: Because my husband's birthday is October 12, | would like to order the three-piece luggage ensembie in your fall catalog. ‘Certainly, an order clerk would much prefer to know the style number of the luggage than the date of your husband's birth, In a similar vein, you should strive to eliminate redundant words and phrases from your letters. For example: [have received your invitation inviting me to participate in your annual Career Contarence.ORGANIZATION 7 Since all invitations invite, the words inviting me are superfluous. Another common mistake is to say: the green-colored carpet the carpet that is green in color Green is a color, so to use the word color is wordy. Adverbs are often the cause of redundancy: If we cooperate together, the project will be finished quickly. Cooperate already means work together, so using the word together is unnecessary. Also, when one word will accurately replace several, use the one word. Instead of: Mc. Kramer handled the job in an efficient manner. say: Mr. Kramer handled the job efficiently. The fotlowing list of common redundancies should help you eliminate the problem from your writing: REDUNDANT EXPRESSIONS Don't Use... Use... and et cetera et cetera as a result of because as otherwise otherwise at about about attached hereto attached at this point in time at this time; now avail oneself of use be of the opinion belleve both alike alike both together together check into check connect up connect continue on continue cooperate together cooperate customary practice practice during the time that while each and every each or every enclosed herewith enclosed enter into enter forward by post mail free gift gift have a tendency to tend to in many instances often in spite of the fact that although in the amount of for8 BUSINESS STYLE in the event that if in the matter of about in the process of being being in this day and age nowadays: inform of the reason tell why is of the opinion believes letter under date of letter of letter with regard to letter about new beginner beginner ‘on account of the fact that because owing to the fact that because, since past experience experience place emphasis on emphasize Place an order for order repeat again repeat same identical identical send an answer reply up above above whether or not whether write your name sign Now consider the following two sample ijetters. Notice the redundan- cies in the first that are eliminated in the second. ‘sexXARRLE A Dear Ms. Rodriguez: J am very pleased with the invitation that I received from you inviting me to make a speech for the National Association of Secretaries on June 11. Unfortunately, I regret that [ cannot attend the meeting on June 11. 1 feel that I do not have sufficient time to prepare myself because I received your invitation on June 3 and it is not enough time to prepare myself completely for the speech. Yours truly, Dear Ms. Rodriguez: Tam pleased with the invitation to speak to the National Association of Secretaries. Unfortunately, [ cannot attend the meeting on June 11. 1 feel that [ will not have sufficient time to prepare myself because I received your invitation on June 3. T will be happy to address your organization on another occasion if you would give me a bit more notice. Best of luck with your meeting. Sincerely yours,SEXIST LANGUAGE 9 Of course, as you exclude irrelevant details and redundancies, you should be careful NOT to cut corners by leaving out necessary words. For example, some writers, in a misguided attempt at efficiency, omit articles (the, a, and an) and prepositions: Pisase send order special delivery. The only effect of omitting “the” and “by” here is to make the request curt and impersonal. The correct sentence is: Please send the order by special delivery. Electronic Mail ‘When you use a computer terminal to communicate either inside or out- side your organization, you should not abandon the basic principles of business writing. You should still strive for CLARITY, COMPLETENESS, CORRECTNESS, and COURTESY as you would in more traditional forms of comespondence. But when using electronic mail, there are a few addi- tional provisions: 1. Keep your message short: You want your message to fit on one screen, whenever possible, thus keeping all important information visible at once. DO use short phrases, abbreviations, and industry jargon known to your correspondent. DON'T be so brief that your meaning is lost or your approach ‘seems unprofessional. 2. Be sure your message is easy to answer: Let your reader know at the start what your subject is and what you want done. DO ask questions that can be given a one-word response. DON'T give lengthy instructions that require your reader to leave the terminal or possibly clear the screen for information. 3. Beware of electronic eavesdroppers: Not only can your message be forwarded by the raceiver or printed for others to read; it will also be stored in the computer's memory (even if you delete the messagel). DO take advantage of the speed and efficiency of electronic mail. DON'T send any messages that could cast doubt on your char- acter or capabilities. Sexist Language As women have assumed a larger and larger role in the workplace, the words used to describe business roles have been reexamined. Since, for example, a “businessman” often turns out to be a woman, more and more people are opting for the sexually neutral term “businessperson.” The third person singular pronouns in English (he/she, him/her, his/hers) are still divided by gender, and so pronoun use presents a problem for the writer wishing to avoid “sexist” language. Traditionally, masculine pro- nouns have been used to refer to abstract, singular human nouns:10 BUSINESS STYLE An employer must be able to rely on his secretary. But this is no longer considered acceptable. To avoid the problem, several solutions are possible. A common ap- proach, if an awkward one, is to use both third person singular pronouns: An employer must be able to rely on his or her secretary. This, however, can become extremely cumbersome, especially when a Passage contains several pronouns. Some writers, therefore, revise their sentence to avoid singular human nouns in the first place; that way, a third person plural pronoun (with no gender reference) may be used: Employers must be able to rely on their secretaries. Yet another way to handle the problem, perhaps the simplest, is to alter- nate the masculine and feminine pronouns throughout your writing. Keep in mind, though, that many companies have policies regarding “sexist” language. Some, for instance, still forbid the use of the term Ms, on company correspondence; some retain old forms such as chairman or congressman. Similarly, a company may have a policy regarding pronoun use; before you revise your boss's or your own letters to eliminate all the “sexist” pronouns, find out how your company stands on the issue. Ml PRACTICE CORRESPONDENCE A. In the space provided, rewrite each sentence to oliminata the stilted tone. Example: We are In receipt of your letter dated December 13, 19—. We have received your letter of December 13, 19—. 1. Please advise us as to your decision. 2. In the event that your bill has already been paid, kindly disregard this reminder. 3. Due to the fact that your subscription has not been renewed, the next issue of Run! will be your last. 4. Feel free to contact the undersigned if you have any questions.PRACTICE CORRESPONDENCE 11 5, Pursuant to our telephone conversation of Friday last, | would like ‘to verify our agreement. 6, Subsequent to last month’s meeting, several new policies have gone into effect. 7. Please forward your order at your earliest convenience. 8. Our deluxe model copier is on the order of a Rolls Royce in terms of quality and precision. 9. Enclosed please find a self-addressed reply card for the purpose of your convenience. 10. | beg to inform you that, despite your impressive background, we feal that your skills do not quite match our needs. B. in the space provided, replace each expression with one or two words that convey the same meaning. 1. prepare a copy of your hard drive on tape or disk 2. a shopkeeper with a good reputation 3. performed the work with great effect 4, asharp rise in prices accompanied by a fall in the value of currency 5. some time in the near future 6. ran off several copies of the original on a duplicating machine12 BUSINESS STYLE 7. people with the responsibility of managing an office 8. suffering from fatigue 9. in a decisive way 10. handwriting that is nearly impossible to read C. On another sheet of paper, rewrite these letters to make them more courteous, concise, and “you-oriented.” Dear Ms. Lawson: I regret to inform you that we are completely booked up for the week of August 22. We have no rooms available because the National Word. Processors Association will be holding their convention at our hotel during the week of August 22. As you will surely understand, we have to reserve as many rooms as possible for members of the association. If you can’t change the date of your trip, maybe you could find the double room with bath that you want at another hotel here in Little Rock. Cordially, Dear Mr. Ross: With reference to your letter of Thursday last, I can't answer it because my boss, Ms. Leonard, is out of town. If I gave you any information about the new contract with Hastings Development Corporation, she might not like it. If Ms. Leonard wants you to have that information, I'll have her write to you when she returns in two weeks. Yours truly, Dear Ms. Graham: ‘The information you want having to do with filing for an absentee ballot for the upcoming Presidential election, is not available from our office. Why don't you write your local Board of Elections? Sorry. Sincerely yours,2. Letter Format Before we begin to discuss letter content, we must examine letter ap- pearance, for it is the physical condition of a letter that makes the first impression on your reader. Before reading even one word you have written, the reader has formed an opinion based on the way your letter looks—the arrangement, the print quality, etc. When you have composed the body of your letter and are ready to type, keep in mind three things: Typing Letters should be single-spaced with double-spacing between paragraphs. Print should be clear and dark. Errors should not be erased or corrected after printing. Paragraphing Paragraph breaks should come at logical points in your message and should also result in an EVEN appearance. A one-line paragraph followed by an eight-line paragraph will look bottom heavy. Paragraphs of approximately the same length will please the eye. White space In addition to the space created by paragraphing, leave Space by centering your letter on the page. An ample margin of white space should surround the message, top and bottom as well as both sides. If a letter is brief, avoid beginning to type too high on the page; if a letter is long, do not hesitate to use an additional sheet of paper. {See Figure 2-1 for recommended spacing between letter parts.) Parts of a Business Letter While the horizontal placement of letter parts may vary (see the next sec- tion, “Arrangement Styles"), the vertical order of these parts is standard. Refer to the model letter (Figure 2-1) as you study the following list of let- ter parts. 1, LETTERHEAD: This, of course, is printed and supplied by your employer. It is used only for the first page of a letter. 2. DATELINE: The date on which the letter is being prepared is typed a few lines below the letterhead. 3. INSIDE ADDRESS: The address of your reader is typed as it will appear on the envelope. 4. ATTENTION LINE: This is not always required. It should be used when the letter is addressed to a company or organization as a whole, but you want it to be handled by a specific individual at the company or within the organization. It should be underlined or typed in capitals. 1314 LETTER FORMAT 5. SALUTATION: While “Dear Sir,” “Dear Madam,” “Dear Madam or Sir,” “Gentlemen,” “Gentlemen and Ladies” are acceptable in cases of extreme formality, you should otherwise use an individual's name whenever it is known. When the reader's name Is not known, the person's title is the next best term in a salutation. 6. SUBJECT LINE: Like the attention line, this is often omitted, but its inclusion Is a courtesy to your reader. By alerting him to the content of your message, you enable him to decide whether the letter re- quires immediate attention. It should be underlined or typed in cap- itals. . BODY: This is the actual message of your letter. . COMPLIMENTARY CLOSING: This is a polite, formal way to end a letter; standard forms are “Yours truly" or “Truly yours,” “Sincerely yours,” “Respectfully yours," etc. Excessively familiar closings should be avoided, except in special situations. “Best wishes,” for example, could be used when the reader is well known to you, Expressions such as “Fondly” or “Love" should, obviously, be raserved for private correspondence. 9. COMPANY SIGNATURE: Another item often omitted from less for- mal correspondence, it should be used when the signer of the letter is writing as a spokesperson for the company, not as an individual. Since this information appears in the letterhead, some companies omit it altogether. 10. SIGNER’S IDENTIFICATION: Printed four lines below the previous item to allow space for the signature, this includes the signers name and any relevant titles. 11. REFERENCE INITIALS: Consisting of the signer's initials in capitals followed by a slash or colon followed by the lowercase initials of the person preparing the letter, this item serves as a reminder of who prepared the letter. 12. ENCLOSURE REMINDER: Consisting of the word “enclosure” (or “enc” or “encl"), or the word “enclosure” followed by a list of the enclosed items, this Is a practical courtesy to prevent your reader from discarding important matter with the envelope. 13. “CC” NOTATION: Also a courtesy, this tells the reader who has. been sent a “carbon” copy of the letter. on Arrangement Styles As previously noted, the horizontal placement of letter parts is flexible— within the limits of five basic styles. Often, however, a company will have a preferred arrangement style which employees are required to use, FULL-BLOCKED (Figure 2-2): All letter parts begin at the left margin. It is therefore the fastest traditional arrangement style to type.ARRANGEMENT STYLES 15 9, O Flanagan’s 12207 Sunset Strip Los Angeles, California 91417 @ June 7, 19— Ketchum Collection Agency 1267 Hollywood Boulevard Los Angeles, California 91401 ATTENTION: MS. TERRY ROBERTS Gentlemen and Ladies: GOO © Subject: Mr. Gary Daniels, Account # 69 112 003 ‘We would like to turn over to your services the account of Mr. Gary Daniels, 4441 Natick Avenue, Sherman Oaks, California 91418. The balance on Mr. Daniels’ account, $829.95, is now 120 days past due; although we have sent him four statements and five letters, we have been unable to collect his debt. Mr. Daniels is employed by West Coast Furniture Showrooms, Inc. © He banks at the Natick Avenue branch of Third National City Bank and has been a customer of ours for four years. We have enclosed his file for your reference. ‘We are confident that we can rely on Ketchum as we have in the past. Please let us know if there is any further information with which we can furnish you. ® Sincerely yours, ® FLANAGAN'S DEPARTMENT STORE Martha Fayman Credit Manager ©) MF/Ag Enclosure ec Mr. Norman Hyman Figure 2-1 The Parts of a Business Letter16 LETTER FORMAT BLOCKED (Figure 2-3): Like full-blocked, ail letter parts begin at the left margin, except the dateline, complimentary closing, company signature, and writer's identification, which start at the horizontal center of the page. (Options—the dateline may end at the right margin; attention and subject lines may be centered or indented five or ten spaces.) SEMI-BLOCKED er MODIFIED BLOCKED (Figure 2-4): This is the same as a blocked letter with one change: the beginning of each paragraph is indented five or ten spaces. SQUARE-BLOCKED (Figure 2-5): This is the same as a full-blocked letter with two changes: the date is typed on the same line as the start of the in- side address and ends at the right margin; reference initials and enclosure reminder are typed on the same lines as the signature and signer’s identi- fication. As a result, comers are squared off. This arrangement saves space, allowing longer letters to fit onto a single page. (Be sure to use a line at least 50 spaces long so that the inside address. won't run into the dateline.) SIMPLIFIED or AMS (Figure 2-6): Designed by the Administrative Man- agement Society, this style is the same as full-blocked, except: (1) no salutation or complimentary closing is used; (2) an entirely capitalized subject line {without the word “subject") must be used; (3) the signer's identification is typed in all capitals; and (4) lists are indented five spaces unless numbered or lettered (in which case they are blocked with no peri- ods after the numbers or letters). This style is extremely efficient, requiring much less time to type than other styles. However, it is also impersonal. For this reason, the reader's name should be mentioned at least once in the body. Punctuation Styles Regardless of punctuation style, the only letter parts (outside of the body) to be followed by punctuation marks are the salutation and complimen- tary closing. Within the body, the general rules of punctuation apply. OPEN: No punctuation is used, except in the body. (See Figure 2-2.) STANDARD: The salutation is followed by a colon; the complimentary closing is followed by a comma. (See Figure 2-3.) Note: The salutation and closing should be punctuated con- sistently: either both are followed by punctuation or neither is followed by punctuation. Note, too, that a comma is NOT used after the salutation. (This practice is reserved for private correspondence.)20 LETTER FORMAT NORP NATIONAL ORGANIZATION OF RETIRED PERSONS Freeport High School, Freeport, Vermont 66622 Ms. Iva Stravinsky October 14, 19— Attorney-at-Law 200 Center Street Freeport, Vermont 66622 Dear Ms. Stravinsky: SUBJECT: GUEST LECTURE The members of the Freeport chapter of the National Organiza- tion of Retired Persons would indeed be interested in a lecture on “Proposed Changes in the Financing of Medicare.” Therefore, with much appreciation, I accept your offer to address our club. The NORP meets every Tuesday at 8 pm. in the auditorium of Freeport High School. The programs for our meetings through November 20 have already been established. However, I will call you in a few days to schedule a date for your lecture for the first Tuesday after the 20th that meets your convenience. The membership and I look forward to your lecture on a topic so important to us all. Sincerely yours, NATIONAL ORGANIZATION OF RETIRED PERSONS Henry Purcell President Figure 2-5 Square-Blocked Letter Style22 LETTER FORMAT Postscripts It is advisable to avoid postscripts; when a letter is well planned, all perti- nent information will be included in the body. However, when a postscript is required, it is arranged as the other paragraphs in the letter have been, preceded by “PS.” or “PS": PS. Lat me remind you of our special discount on orders for a dozen or more of the same model appliance. Special Paragraphing When a message contains quotations of prices or notations of special data, this information is set in a special paragraph (see Figure 2-7), in- dented five spaces on the left and right, preceded and followed by a blank line. The Envelope An envelope should be addressed to correspond with the inside address. ‘On an envelope, though, the state name should be abbreviated in accor- dance with the United States Postal Service ZIP-code style. On a stan- dard business-size envelope, the address should begin four inches from the left edge, fourteen lines from the top (see Figure 2-8). In accordance with Postal Service guidelines, the address should be blocked and single-spaced; and it should include the ZIP code one space after the state. Because NO information should appear below the ZIP code, special instructions (such as ATT: Mr. Smith or Please Forward) should be placed four lines below the return address. Similarly, mailing services, such as Priority Mail or Certified Mail, should be placed below tha stamp. The return address, matching the letterhead, is usually printed on busi- ness envelopes.THE ENVELOPE 23 G FRANKLIN AND GORDON OFFICE SUPPLIES, INC. 72-0] Lefferts Boulevard, Rego Park, New York, 11206 September 15, 19— Robert Nathan, CPA. 222 Bergen Street New Orleans, Louisiana 77221 Dear Mr. Nathan: We appreciate your interest in Franklin and Gordon office supplies and are delighted to send you the information you requested: Ruled ledger paper, by the ream only, costs $45; with the purchase of six or more reams, the price is reduced to $42 per ream, a savings of at least $18. Black, reinforced ledger binders are $25 each; with the purchase of six or more binders, the price is only $23 each, a savings of at least $12. Because we are the manufacturers of many other fine office supplies, ranging from ballpoint pens to promotional novelties, we have enclosed for your consideration a copy of our current catalog. Should you decide to place an order, you may use the convenient order form in the center of the catalog or call our 24-hour-toll free number (1-800-999-9000). Please let us know if we may be of further assistance, Sincerely yours, FRANKLIN AND GORDON OFFICE SUPPLIES, INC. George Gillian Customer Service Manager GGje Enclosure Figure 2-7 Special Paragraphing24 LETTER FORMAT Flanagan’s seam 12207 Sunset Strip Los Angeles, California 91417 Attention Ms. Terry Roberts Registered Mail Ketchum Collection Agency 1267 Hollywood Boulevard Los Angeles, CA 91401 Figure 2-8 The Envelope GEE PRACTICE CORRESPONDENCE Type this letter in each of the five arrangement styles: (A) Full-biocked, (B) Blocked, (C) Semi-blocked, (D) Square-blocked, and (E) Simplified. Dateline: July 9, 19— Inside Address; The Middle Atlantic Institute of Technology, 149 Danbury Road, Danbury, Connecticut 50202 Attention Line: Attention Dean Claude Monet Salutation: Gentlemen and Ladies ject Line: Educational Exchange Body: The Commission for Educational Exchange between the United States and Belgium has advised me to contact you in order to obtain employ- ment assistance. I received my Doctor's Degree with a “grande distinction” from the University of Brussels and would like to teach French (my mother tongue), English, Dutch, or German, My special field is English literature; I wrote my dissertation on James Joyce, but I am also qualified to teach languages to business students. I have been active in the field of applied linguistics for the past two years at the University of Brussels. I look forward to hearing from you. Complimentary Closing: Respectfully yours Signer's Identification: Jacqueline Brauer Reference Initials: JB:db3. Request Letters As a businessperson, you will inevitably have to write many request let- ters. The need for information or special favors, services, or products arises daily in almost every type of business. The reasons for writing a request letter are diverse: . to obtain information (such as prices or technical data); . to receive printed matter (such as booklets, catalogs, price lists, and reports); to receive sample products; . to order merchandise; to engage services (including repair or maintenance services); to make reservations (at hotels, restaurants, theaters, etc.); to seek special favors (such as permission, assistance, or advice). While certain requests, such as ordering merchandise, are routine mat- ters, the general guidelines for business letter writing are especially im- Portant when writing any request. Tact and courtesy are essential when you want your reader to act. And if you want him to act promptly, your letter must encourage him to do so. Therefore, all requests should: 1. be specific and brief; 2. be reasonable; 3. provide complete, accurate information. po Nog pe Inquiries Usually, an inquiry offers the recipient no immediate reward or advantage beyond the prospect of a future customer or the maintenance of goodwill. Therefore, your inquiry must be worded in such a way that the recipient will respond despite a hectic schedule, To do this, you must make your in- quiry easy to answer. First of all, you should decide exactly what you want before you write. This should include the specific information that you need as well as the course of action you would like your reader to take, Consider this request: “BAMPLE Dear Sir or Madam: Please send us information about your office copiers so that we will know whether one would be suited to our type of business. Yours truly, 3526 REQUEST LETTERS The recipient of this letter would be at a total loss to respond. Other than simply sending a brochure or catalog, she could not possibly explain the advantages of her company’s machines without knowing your company's needs. You have not made it easy for her to act. Such an inquiry should include specific questions worded to elicit spe- cific facts. Since the manufacturer of copiers may make dozens of models, the inquiry should narrow down the type your company would consider. Mahoney and Millman, Inc. 1951 Benson Street Bronx, New York 10465 May 2, 19— RBM Manufacturing Company, Inc. 4022 Ninth Avenue New York, New York 10055 Dear Sir or Madam: We intend to purchase a new office copier before the end of the fiscal year. We would like to consider an RBM copier and wonder if you have a model that would suit our needs. Our office is small, and a copier would generally be used by only three secretaries. We run approximately 3,000 copies a month and prefer a machine that uses regular paper. We would like a collator, but rarely need to run off more than 25 copies at any one time. We would also like to know about your warranty and repair service. Since our fiscal years ends June 30, 19—, we hope to hear from you soon. Sincerely yours, William Wilson Office Manager WWisw Figure 3-1 InquiryORDERS 27 Note how the revised letter (Figure 3-1) makes it easier for your reader to respond. You have given a clear picture of what you're looking for, so she can determine which of the company's products might interest you. Moreover, by mentioning the REASON for your inquiry, you motivate her response. (Your intended purchase is a real potential sale for RBM.) Fi- nally, by letting her know WHEN you intend to buy, you've encouraged her to reply promptly. When a request does not hold the prospect for a potential sale, you should make your letter even more convenient for your reader: 1. Itemize and fist the specific facts you want. 2. Enclose a self-addressed, stamped envelope. 3. Suggest a way in which you can reciprocate. Dear Mr. Greenbaum: I am taking a course in Principles of Advertising at Smithville Community College in Smithville, Ohio, and am doing my term project on the ways in which American automobile manufacturers have been competing in the small-car market, 1 would therefore greatly appreciate your sending me the following speci- fications on the new RX-7: 1, Fuel economy statistics 2. Technological advances (such as steering system, brake system, and engine capacity) 3. Available options I would also find it very helpful if you told me in which magazine (or other mass media) you began your advertising campaign. 1am certain my classmates will find this information extremely interesting. I will be sure to send you a copy of my report as soon as it is complete. Respectfully yours, Orders Many companies use special forms for ordering merchandise or service. They may use their own, called a purchase order, or one provided by the seller, called an order form. These forms have blank spaces to ensure the inclusion of all necessary information. Their advantage is that they enable a company to number and track all expenditures. Nevertheless, there will be times when an order must be put into letter format. At such times, you must be sure to include COMPLETE, ACCU- RATE INFORMATION because incomplete orders result in delayed deliv- eries, and inaccurate facts result in recelpt of the wrong merchandise.28 REQUEST LETTERS Every order should include: 1, the name of the item being ordered; 2. the item’s number (catalog number, style number, model number, etc); 8. quantity desired (often in large units such as dozens, cases, reams, etc.); . description (such as size, weight, color, material, finish, extra fea- tures); . unit price; applicable discounts; '. applicable sales tax; . total price; . method of payment (such as charge account, including the account number, c.0.d.; check; etc.); 10. desired delivery date; 11. method of shipment (such as parcel post or air express); 12. delivery address (which may vary from the billing address); 13, authorized signature. In addition, if your order is in response to an advertisement, you should mention the source (such as the title and issue date of a magazine or newspaper). The following letter would run into trouble: Dear Sirs; i DONA Please send me one of your weather vanes which I saw advertised for $34.95. We have recently repainted our garage, and a weather vane would be a wonderful finishing touch. My check is enclosed. Sincerely, First of all, an order clerk would not know what to send this customer un- less the company manufactured only one style of weather vane for $34.95. Moreover, instead of providing NECESSARY FACTS, the writer in- cluded unnecessary details. Generally, It Is NOT NECESSARY TO MEN- TION A REASON FOR AN ORDER. Orders are routine and handled in quantity; as long as you are a paying customer, your motive for buying does not interest the seller. While the preceding letter would require interim correspondence before ‘the order could be shipped, the fetter in Figure 3-2 would elicit prompt delivery.PRACTICE CORRESPONDENCE 29 250 Commonwealth Avenue Boston, Massachusetts 02118 February 14, 19— Cape Cod Ornaments, Inc. 94 State Road ‘West Yarmouth, Massachusetts 02757 Dear Madam or Sir: I have seen your ad in the Boston Globe of Sunday, February 12, and would like to order the following weather vane: Model EPC-18”" eagle with arrow, copper, $34.95. I would like the weather vane sent to the above address by parcel post and charged, with any applicable sales tax and handling costs, to my VISA account (number 003 0971 A109; expiration date, 3/99). Yours truly, Figure 3-2 Order Ql PRACTICE CORRESPONDENCE For each of the following activities, prepare a request letter using appro- priate arrangement and punctuation styles. A. You are the program chairperson of the Harrisburg Civic Association. Write a letter to Margaret Belmont, mayor of Harrisburg, asking if she would be willing to attend a future meeting of the association and ad- dress the members on a topic of general interest, Meetings are held the second Wednesday of every month at 7:30 p.m. in the basement meeting room of the community center. Previous speakers have In- cluded Raymond Delacorte, president of Grand Northern Motels, Inc., who spoke on the topic “Increasing Tourism in Harrisburg,” and Gregory Lardas, CPA, who spoke on the topic “Local Property Tax: Boost or Burden?” You may explain that meetings are attended by ap- proximately 75 community-minded people and that the lecture seg- iment of the meeting usually lasts about one hour.30 REQUEST LETTERS B. As assistant buyer for Fenway's Toy Store, 1704 North Broadway, Richmond, Virginia 23261, write a letter to the Marco Toy Company, Inc., 223 Sunrise Highway, Glen Cove, New York 11566, to order two. dozen Baby Jenny dolts (at $10 each), one dozen Baby Jenny layette sets (at $15 each), and three dozen 18-inch Tootsie-Wootsie teddy bears (at $7 each). You would like to have these items in stock in time for the pre-Christmas selling season. You want to make this purchase on account and have it shipped air express. If Marco has available any special Christmas displays for their merchandise, you would like to re- ceive these, too. C. As assistant finance manager of your company, it is your responsibil- ity to report to your supervisors about year-end tax saving measures that can be taken within the organization. Write a letter to Wilda Stewart (Stewart and Stewart CPA's, 466 Main Street, Eugene, Oregon 84403), an accountant you met recently at a seminar on the new fed- eral tax laws. Ask her for information for your report, including pointers on deferring income and accelerating deductions as well as year-end expenditures. D. Answer the following advertisement in the current issue of Office Workers’ Weekly: COPY KWIK COPYSTAND America’s most widely used copystand: Functional, good-look- ing ... saves precious desk space . . . relieves neck and eye strain , .. attaches easily to any computer monitor... comes with copy clip and magnetic line quide. One-year warranty. $24 plus $2.95 postage and handling (NJ residents please add appropriate sales tax). CKC, Inc., 2019 Logan Street, Paramus, NJ 70622. E. You are sales supervisor at the Am-Lux Company, inc., 529 Eaton Avenue, Bethlehem, Pennsylvania 18115. You recently read an article by Louisa Sanchez entitled “From Lead to Deal: Ten Over-Looked Steps to Closure” in High Commission magazine. You believe the ‘twenty-five salespeople in your department would benefit from reading ‘the article. Write a letter to Ms. Sanchez, in care of High Commission, 705 Tenth Avenue, New York, New York 10077, requesting her permis- ‘sion to make twenty-five copies of her article for circulation only within your company.4, Replies A large part of handling a company's correspondence involves ANSWER- ING the mail. The ability to phrase an appropriate response is, therefore, a valuable and marketable skill, Letters of response fall into a number of categories, including: . acknowledgments . follow-ups. confirmations remittances: order acknowledgments. stopgap letters. . Inquiry replies referrals refusals. Many companies use form letters for certain types of replies, such as order acknowledgments. Nevertheless, a reply Is often a fertile sales op- portunity, and a personal, carefully worded letter can reap both profits and goodwill. Like @ request, a reply should be specific and completa. However, a raply need not be brief. Indeed, because a reply must be both helpful and sales oriented, brevity Is often impossible to achieve. On the other hand, it is essential that a reply be prompt, In striving for a “you approach,” this promptness may even be pointed out to the reader: BANPLE Dear Mr. Mechanic: I received your letter this morning and wanted to be sure you would have our current price list before the end of the week. .. . PENH AEROM Without patting yourself on the back, such an opening lets your reader know you are interested and want to be helpful. In fact, whenever possi- ble, a response should go a little further than the original request. An extra bit of information or unasked-for help can turn an inquirer into a steady customer. 3132 REPLIES Acknowledgments An acknowledgment (Figure 4-1) should be written when you recelve merchandise, material, money, or information. Such a letter is a courtesy, letting your reader know that his mailing or shipment has reached its des- tination. When the matter received was not an order, an acknowledgment can also serve as a thank-you note. Markham's Cards and Gifts 400 Paseo de Peralia, Santa Fe, ‘New Mexico 87501 October 23, 19— Mr. Herbert Benjamin Sales Representative Newmart Cards, Inc. 899 North Canon Drive Beverly Hills, California 90210 Dear Mr. Benjamin: Thank you for arranging for us to receive our Christmas card displays a bit early this year. We installed them as soon as they arrived on Monday, and we've already sold out two lines! The two months between now and Christmas seem destined to be busy ones, and I suspect you'll be hearing from us again soon. Best wishes, Hedy Rosen Assistant Buyer Figure 4-1 AcknowledgmentFOLLOW-UPS 33 Follow-Ups After a decision or agreement has been made, either at a meeting or in conversation, it is wise to send a follow-up letter (Figure 4-2) to establish a written record of the transaction. Tue Committee To Keep Minnesota GREEN 24 Nortu Main Street, BLackpuck, Minnesota 56630 June 3, 19— Ms. Christine Solars Solars, Solars, and Wright 62 Onigum Road Walker, Minnesota 56484 Dear Ms. Solars: We are pleased that you will be participating in the Ecology Colloquium sponsored by The Committee to Keep Minnesota Green. As we discussed in our telephone conversation this morning, the Colloquium will take place on June 29 in the convention room at the Blackduck Inn. The Colloquium will begin with the keynote address at 10:30 a.m. At 11:00, you will join our other guests of honor in a debate on the topic, “The Cost of Conservation: Public or Private Respon- sibilities?” Following the debate, luncheon will be served in the main dining room, where you will, of course, be a guest of the Committee. Along with the other members of the Committee, [ am looking forward to our meeting on the 29th. Sincerely yours, Figure 4-2 Follow-Up34 REPLIES Confirmations While confirmations are routine for such businesses as hotels and travel agencies, other businesses may also require them. Doctors, for example, and repair services can avoid wasted time by contacting patients and customers a day or so in advance of scheduled appointments. Such con- firmations are frequently made by telephone, but a form letter or postcard will also effectively transmit clear, correct, and complete information, par- ticularly when the type of business requires large numbers of confirma- tions. As is often the case, however, an individually written letter, such as Figure 4-3, can turn a customer into a regular customer by adding a per- sonal touch. The Barclay 5500 South 96th Street, Omaha, Nebraska 68127 August 10, 19— Mr. Albert Durrell 2233 Connecticut Avenue, N.W. Washington, D.C. 20008 Dear Mr. Durrell: This letter will confirm your reservation for a single room with bath for August 24-27. Your room will be available after 2 pat. on the 24th. Since you will be arriving in Omaha by plane, you may want to take advantage of The Barelay’s Shuttle. Our limousine departs. from the domestic terminal every hour on the half hour, and the service is free for guests of the hotel. Cordially yours, ConfirmationORDER ACKNOWLEDGMENTS 35 Remittances ‘Companies often request that their bill, or a portion of their bill, accom- pany a remittance. When this is not the case, a cover letter is necessary to explain what your enclosed check is for. This letter should contain any Information regarding your order that will be needed for the proper credit- ing of your account: include your account number, the invoice number, and the amount of the check. DO NOT include superfluous information that could confuse an accounts receivable clerk. Remarks not directly re- lated to the remittance should be reserved for a separate letter, Dear Gentlemen and Ladies: The enclosed check for $312.68 is in payment of invoice no. 10463. Please credit my account (no. 663-711-M). Yours truly, Order Acknowledgments Many companies today have abandoned the practice of acknowledging ‘orders, particularly when the order will be filled promptly. Some compa- nies respond to orders by immediately sending an invoice, and some em- ploy the halfway measure of using printed acknowledgment forms. But however handled, confirming an order helps to establish goodwill by reassuring the customer that the order has been received. First orders SHOULD be acknowledged in order to welcome the new ‘customer and encourage further business (Figure 4-4). Similarly, an un- usually large order by a regular customer deserves a note of appreciation. Any order acknowledgment, whatever the circumstances, should con- tain specific information. It should let the customer know exactly what is being done about the order by 1. mentioning the date of the order; 2. including the order or invoice number; 3. explaining the date and method of shipment; 4. acknowledging the method of payment. ‘Of course, all order acknowledgments should also express appreciation for the order and assure the customer that it will be filled. An acknowledgment is often an opportunity for a sales pitch. First of all, Ifa salesperson was involved In the order, his or her name should appear somewhere in the letter. But beyond this, a letter may also include a de- Scription of the merchandise to reaffirm the wisdom of the customer's pur= chase. Other related products may also be mentioned to spark the customer's interest and future orders.56 REPLIES b PAYTON’S PLASTICS, INC. 1313 Spruce Street Philadelphia, PA 17512 September 16, 19— Ms. Cybel Megan FRAMES-BY-YOU 126 Walnut Street Philadelphia, PA 17503 Dear Ms. Megan: We are please to have received your order of September 15 and would like to welcome you as a new customer of Payton’s Plastics. Your order (No. 6297) for one dozen 4' x 5' sheets of 1/8" Lucite is being processed and will be ready for shipment on September 21. It will be delivered to your workshop by our own van, and pay- ment will be c.o.d. (our policy for all orders under $100). We are sure you will appreciate the clear finish and tensile strength of our entire line of plastics. Ms. Julie Methel, your sales represen- tative, will call on you soon with a catalog and samples. Cordially, PAYTON’S PLASTICS, INC. Howard Roberts Customer Relations Figure 4-4 Order AcknowledgmentORDER ACKNOWLEDGMENTS 37 Because orders cannot always be filled promptly and smoothly, situa- tions arise in which a wise businessperson will send more than a mere acknowledgment. Customers, for example, cannot always be relied on to submit com- plete orders. When an essential piece of information has been omitted, the order must be delayed and a tactful letter sent. Although the customer in such a case is at fault, the letter must neither place any blame nor ex- press impatience. Indeed, the customer's own impatience must be allayed with a positive, friendly tone. A bit of reselling—reminding the customer of the order's desirability—is often in order in a letter of this kind. PRAMRLESS Dear Mr. North: Thank you for your order of October 22 for 6 rolls of black nylon web- bing. We are eager to deliver Order 129 to your store as soon as possible. But first, please let us know whether you'd like the webbing in 1-, 1'{-, or 2'{-inch widths. If you note your preference on the bottom of this letter and mail it back to us today, we can have your order ready by the begin- ning of next week. Olsen's Upholstery products are among the finest made, and we're sure you'd like to receive your purchase without further delay. Sincerely yours,38 REPLIES Sometimes a delayed delivery is caused by the seller, not the buyer—a delicate situation that requires a carefully written letter (Figure 4-5). When an order cannot be filled promptly, the customer is entitled to an explana- tion. Assurance should be given that the delay is unavoidable and that everything is being done to speed delivery. Such a letter must be especially “you-oriented.” It should express that you understand the customer's disappointment and regret the inconve- nience. At the same time, the letter must avoid a negative tone and not ‘only stress that the merchandise is worth waiting for, but assume that the customer is willing to wait. The form letter in Figure 4-5 could be used in @ mass mailing but sounds, nevertheless, as if it has the individual cus- tomer in mind. 1066 Third Avenue American Electric Company, Inc New York, New York 10081 August 10, 19— Dear Requests for our pamphlet, “10 Points to Consider When Buying Home Video Equipment,” have been overwhelming. As a result, we are temporarily out of copies. Nevertheless, the new printing is presently being prepared, and I have added your name to the mailing list to receive a copy as soon as it is available. In the meantime, you may find an article by Professor Leonard Mack, of the Pennsylvania Institute of Technology, to be of some help, The article, entitled “The Latest Crop of Home Video Cen- ters,” will appear in the September issue of Consumer Digest. Sincerely, Figure 4-5 Delayed DeliveryORDER ACKNOWLEDGMENTS 39 When a partial shipment can be made, the customer must be informed ‘that certain items have been back ordered. Again, the letter should as- sume the customer's willingness to wait. But it should also make an at- tempt to “resell” the merchandise by stressing its finer features without emphasizing the missing items (see Figure 4—6). S ilver I mports, L td. 609 San Anselmo Avenue San Anselmo, California 94960 March 4, 19— Ms. Bonnie Corum Bonnie's Baubles 4091 West Ninth Street Winston-Salem, North Carolina 27102 Dear Ms. Corum: ‘Thank you for your recent order, number 622. We are always es- pecially delighted to serve an old friend. Your six pairs of Chinese Knot earrings (item 15b) and one dozen Primrose pendants (item 8a) have been shipped by United Parcel and should arrive at your boutique within the week. Unfortunately, our stock of cloisonné bangle bracelets (item 9d) has been depleted because of a delay in shipments from China. Our craftsmen have been at great pains to keep up with the de- mand for these intricate and finely wrought bracelets. We have put your one dozen bracelets on back order and hope to have them on their way to you before the end of the month. Very truly yours, ‘Chun Lee Ng Manager Partial Delivery40 REPLIES When an order cannot be filled at all, a letter suggesting a substitute order (Figure 4-7) is occasionally appropriate. The suggested merchan- dise must, naturally, be comparable to the original order and should be offered from a perspective, not of salvaging a sale, but of helping the cus- tomer. The letter must include a sales pitch for the suggested item, but it should emphasize the customer's needs. Of course, the letter should also explain why the original order cannot be filled. Books-By-Mail PO. Box 799 Dallas, Texas 75220 April 10, 19— Mrs. Donna Phillips RFD 2 Crosby, Texas 77532, Dear Mrs. Phillips: Thank you for ordering Indra Madhur's outstanding book, An Jn- . As you know, in the fifteen years since its first publication, Mr. Madhur's book has become a clas- sic and a standard for great cooks everywhere. Sadly, An Introduction is no longer in print, and I am returning your check for $15.95. But to satisfy your interest in Indian cui- sine, I would like to suggest an alternative, Purnamattie Jaffre's Indian Gourmet. Ms. Jaffre was a student of Mr. Madhur, and her recently published volume has been widely hailed by both food and cookbook critics. If you would like a copy of Indian Gourmet, which costs only $13.95, please let me know, and I will immediately send it to you. Cordially, David Ewing Order Department Figure 4-7 Substitute DeliveryINQUIRY REPLIES 41 Stopgap Letters When a thorough response to an incoming letter must be delayed, receipt of the letter at least should be promptly acknowledged. Such letters of ac- knowledgment are called STOPGAP LETTERS. They let your customer know that his inquiry has not been ignored and will be attended to as soon as possible. Like a delayed delivery letter, a stopgap letter informs your customer that time is needed to process his request. Necessary information or ma- terials, for example, may not be immediately available. Or your company may have prescribed channels for reacting to certain inquiries. Credit ap- Plications and insurance claims, for instance, take time to be processed and so are often answered promptly with a stopgap acknowledgment. A stopgap letter will also be called for when your employer is out of town. The correspondent should be assured that his letter will be relayed to your employer as soon as he returns. You should be careful NOT to commit your employer to any action, nor should you explain his absence. aS: Dear Reverend Hollingsworth: Your request to meet with Rabbi Tucker to discuss his participating in an. interfaith symposium on world peace arrived this morning. However, Rabbi Tucker is out of town and is not expected back before the 15th. 1 will be sure to inform Rabbi Tucker of the planned symposium as soon as he returns. ‘Yours truly, Inquiry Replies All inquiries should be answered, even those that cannot for some reason be given a complete response. An inquiry indicates interest in your com- pany and a potential customer. The inquiry reply should be designed not only to increase that interest, but to inspire the inquirer to action. An inquiry reply should begin by thanking the reader, acknowledging the interest in your company. As in Figure 4-8, it should end by offering further assistance—but ONLY if you actually want additional inquiries from this person. The substance of an inquiry reply is usually information. You should in- clude not just the specific facts your correspondent requested, but any others that may be of help. (This is, of course, assuming that the original inquiry or request was reasonable.) If you cannot provide all the relevant data right away, you should promise It.42 REPLIES A&M Sewing Supplies, Inc. 40-04 Summit Avenue, Fairlawn, NJ 07662 June 2, 19— Mr. Samuel Long Maxine Sportswear Manufacturing Co., Inc. 842 Seventh Avenue New York, New York 10018 Dear Mr. Long: Thank you for your interest in A & M equipment. We are happy to supply you with the information you requested. The following prices are quoted per dozen. Individual units are slightly higher: Item 1Dozen @: A-1 Garment Turner $180.00 A-1 Automatic Winder 90.00 Ace Thread Trimmer 120.00 No-Slip Feed Puller 132,00 In case you have any further questions, Mr. Long, please de not hesitate to call. I can be reached between 8:30 a.m. and 6:00 pM. at (201) 881-9412. Sincerely yours, Figure 4-8 Inquiry Reply I If the information requested cannot be provided at all (as in Figure 4-9), if it is confidential, you should explain this in your letter. You must be care- ful, however, to word your explanation tactfully and resist the impulse to accuse your reader of trying to gather information to which she is not en- titled. Assume the inquiry was innocent and try to maintain goodwill.INQUIRY REPLIES 43 M Sportswear Manufacturing Co., Inc. 842 Seventh Avenue, New York, NY 10018 June 10, 19— Mrs. Sharon Klein 693 Pelham Parkway Bronx, New York 10422 Dear Mrs. Klein: We certainly appreciate your interest in Maxine Sportswear. Never- theless, I am afraid I cannot supply you with the information you request. Because we do not sell our garments directly to the consumer, we try to keep our wholesale prices between ourselves and our deal- ers. It is our way of meriting both the loyalty and good faith of those with whom we do business. Clearly, divulging our whole- sale prices to a consumer would be a violation of a trust. However, I have enclosed for your reference a list of our dealers in the Bronx and Manhattan. A number of these dealers sell Maxine Sportswear at discount. Very truly yours, Figure 4-9 Inquiry Reply II Sometimes a request for information about a company’s products or services may be answered with a brochure or catalog. Such materials, though, must always be accompanied by a personalized cover letter. You should not only explain why you've sent the brochure and arouse your reader's interest in it, you should also call attention to the particulars of the brochure and attempt to encourage a sale. A good practice for a manufacturer, moreover, who doesn't sell directly ‘to the public, is to pass along copies of the inquiry and reply to a dealer, who may pursue the sale further.44 REPLIES Dear Mr. Godonov: ‘Thank you for your request for information about the Teaneck Tennis Center. One of New Jersey's newest facilities, we are a full-service tennis. club just 15 minutes from Manhattan. The enclosed brochure describes our special features, including champi- onship-size courts and professional instruction. You may find the section on our Businessperson's Special of particular interest. If you drop by ‘Teaneck Tennis any time between 7 a.m. and 10 nst., we would be delighted to give you a personal tour of the Center—at no obligation of course. Cordially yours, Referrals Business people often receive inquiries that can best be answered by an- other person. In that case, the correspondent must be informed that the inquiry is being passed on, A letter of referral should acknowledge receipt of the inquiry and explain why and to whom It is being referred. Alternately, you may find It more ef- ficiant to advise the correspondent of the proper source of information and tell exactly where to write. Again, a manufacturer should be especially careful to sustain the reader's interest even while referring her to a dealer. The address of a local dealer or a list of dealers in the area should be included in this kind of re- ferral. Too, the reader should never be chastised for bypassing the mid- dleman; instead, she should be politely referred to the appropriate source. Dear Mrs. Simpson: Your request for information regarding marriage counselors in your community can best be answered by the Board of Community Services. I am therefore referring your letter to Mr, Orlando Ortiz at the Whitestone Community Board. He will, [ am sure, be in touch with you soon. Yours truly, Refusals There are many times when a businessperson must say no. When grant- ing a favor, awarding a contract, hiring an applicant, or for that matter making any decision, saying yes to one person often means saying no to another. The key, however, is to say no gracefully. Here, as in most corre- spondence, maintaining goodwill is extremely important.REFUSALS 45 When saying no, you should first of all never actually say no. Your letter should be as pasitive as you can make it. The actual refusal should be stated once and briefly. The rest of the letter should be reader oriented and very friendly. No matter what the request, your reader deserves an explanation of your refusal. Your reason should be based on facts, not emotions, al- though an appeal! to your reader's sense of fair play or business savvy is AGNES CAFIERO, M California Institute of Psychiatry 629 Seventh Avenue San Francisco, California 94120 September 1, 19— The Honorable Nelson McKenzie The State Capitol Building Sacramento, California 91400 Dear Mr. McKenzie: Thank you for your recent request for my endorsement of your campaign for United States Senator. I am honored that you be- lieve my name could be of value to you. My professional policy, however, is to refrain from public endorse- ments. In my practice, I treat patients of all political parties, and I strongly believe that it is in their best interest that I maintain a nonpartisan position. Privately, of course, I allow myself more leeway. I have always been impressed by your stand on the issues, particularly your support for national health insurance. I wish you all the best in your campaign and am enclosing a personal contribution of $100. Sincerely yours, Agnes Cafiero, M.D. Figure 4-10 Refusal46 REPLIES often appropriate (see Figure 4-10). NEVER make the reader himself the reason for your refusal. Rarely will you want in a refusal to sever all business connections. Therefore, you should be careful to keep your letter “open-ended.” Ex- Press appreciation for the request though it is being denied, and if possi- ble suggest an alternative course of action. A “not-at-this-time" refusal keeps open the possiblity of future business. ME. PRACTICE CORRESPONDENCE Prepare a letter of response for each of the following situations. A. You are employed in the shipping department of Kinbote Products, Inc., 200 Southeast Fourth Street, Miami, Florida 33131. Write a letter acknowledging the following order from Ellen Minsky, buyer for Gold's Specialty Shops, 3636 West Grace Street, Tampa, Florida 33607. Dear Gentlemen and Ladies: Please send me two dozen exercise suits (Style L-29) in the following assortment of sizes and colors: Vanilla-3 petite, 8 small, 4 medium, 2 large CThocolate-2 petite, 4 small, 4 medium, 2 large Charge my account (882GSS) for the wholesale price of $35 per suit. I would like the order shipped air express and would appreciate your letting me know how soon I may expect delivery. Yours truly, B. Cornell Peal, vice-president of the General Communications Corpora- tion, 600 North Milwaukee Street, Milwaukee, Wisconsin 53202, is out of town attending a four-day meeting of the regional directors of the company. As his administrative assistant, send a stopgap letter in re- sponse to the following request from Professor Anne Boleyn, Depart- ment of Media and Communications, University of Wisconsin, Menomonie, Wisconsin 54751. Dear Mr. Peal: Last month, I telephoned your office to invite you to give a guest lecture to my graduate seminar in teletronics. You said you would be pleased to give such a lecture but asked that I contact you again, in writing, later in the semester. If you are still interested in visiting the class, [ would very much like to set a date for the lecture. The class meets on Tuesdays from 4:30 to 6:00 rm. and runs for six more weeks.PRACTICE CORRESPONDENCE 47 I would appreciate your letting me know as soon as possible which Tuesday would be most convenient for you. Sincerely yours, . You have just made a luncheon engagement for your employer Nancy Garson, an architect with Fulson Contractors, Inc., 4444 Western Av- enue, Boulder, Colorado 80301. The appointment is with a prospective: client, Justin Michaels, 622 Garth Street, Boulder, Colorado 80321. Write a letter to Mr. Michaels to confirm the lunch date, which will take: place at Trattoria di Marco, at the corer of Tenth Street and Western Avenue, on April 7 at 1 PM. . You are employed by the Lawsen Linen Company, P.O. Box 762, Bloomfield, New Jersey 07003. Write a letter to Mrs. Marianne Rollins, 444 Ross Avenue, Caldwell, New Jersey 07006, to explain a delay in shipping her order for one set of Floral Mist queen-size sheets and pil- lowcases. Because of a factory strike, all orders have been held up, but assure her that negotiations are progressing and a settlement is. expected soon. Convince her to walt and not cancel her order. Arthur Edwards, owner of Edwards Drug Store, 1540 Peachtree Street, N.E., Atlanta, Georgia 30309, has been a customer of the Southern Cos- metics Company, 2109 Lenox Road, N.E., Atlanta, Georgia 30326, for ‘seven years. Because Mr. Edwards has placed an unusually large order, he has requested a special discount. As a representative of Southern Cosmetics, write a letter to Mr. Ecwards refusing the discount.Urheberrechtlich geschiitttes Material5. Credit and Collection Letters Credit Letters Credit involves the purchasing and receiving of goods without immediate payment. Being able to “buy now and pay later" enables a purchaser to acquire desired goods even when cash is not currently available. Allowing individuals and businesses to buy on credit can increase a company’s vol- ume of sales. Therefore, buying and selling on credit have become a com- mon and essential business practice. Of course, before granting credit, a company must be reasonably sure of ‘the customer's financial stability, her ability and willingness to pay. These are verified by the exchange of credit information. Five types of letters are involved in credit correspondence: . applications for credit . Inquiries about credit worthiness: responses about credit worthiness letters granting credit fetters refusing credit geopo Applications ‘Consumer applications for charge accounts, with businesses such as de- partment stores or gasoline companies, are usually made by filling out an application blank. This form typically allows space for home and business addresses, names of banks and account numbers, a list of other charge accounts, and, perhaps, a list of references. Business account applications are more often made by letter (Figure 5-1). A new business, for example, may wish to place a first order with a ‘supplier or manufacturer and establish a credit line or open account. A let- ter of this kind should include credit references (such as banks and other businesses that have extended credit). Credit Inquiries Department stores usually turn credit applications over to a credit bureau. Such bureaus keep files on people and businesses whose credit refer- ences and histories they have investigated. When they determine an ap- plicant's credit standing (that is, reputation for financial stability), they give ‘the applicant a credit rating (the bureau's evaluation of the credit stand- 4950 CREDIT AND COLLECTION LETTERS ing). On the basis of this rating, the store decides whether or not to grant the applicant credit. When checking a business's credit standing, a company may contact the references. The letter of credit inquiry (see Figure 5-2) should contain all known information about the applicant, and it should assure the refer- ence that all information will remain confidential. The inclusion of a reply envelope is a wise courtesy. KKRETCHMER’S APPLIANCE STORE 1135 Stare Street, Cricaco, Itaxors 60688 February 3, 19— Standard Electric Corporation 2120 Oak Terrace Lake Bluff, Mlinois 60044 Dear Madam or Sir: Enclosed is our purchase order 121 for 6 four-slice toasters, model 18E. We would like to place this order on open account according to your regular terms. Our store has been open for two months, and you may check our credit rating with Ms. Peggy Sawyer, branch manager of the First Bank of Chicago, 1160 State Street, Chicago, Illinois 60688. You may alse check our credit standing with the following companies: The Kenso Clock Company, 150 Ottawa, N.W., Grand Rapids, Michigan 49503 National Kitchen Products, Inc., 55 East Main Street, Round Lake Park, Iinois 60733 Eastern Electric Corporation, 750 East 58 Street, Chicago, Tllinois 60637 Please let us know your decision regarding our credit as well as an approximate delivery date for our first order. Sincerely yours, Bruce Kretchmer Figure 5-1 Credit ApplicationCREDIT LETTERS 51 Credit Responses Companies that receive large numbers of credit inquiries often use their ‘own form for responding. In this way, they can control the information given out and, especially, limit the information to hard facts: amounts owed and presently due, maximum credit allowed, dates of account's opening and last sale, degree of promptness in payment, etc. Standard Electric] , Corpor. ation Lake Bluff, Ilinois 60044 February 7, 19— Ms. Peggy Sawyer Branch Manager The First Bank of Chicago 1160 State Street Chicago, Mlinois 60688 Dear Ms. Sawyer: Kretchmer's Appliance Store, 1135 State Street, Chicago, has placed an order with us for $120 worth of merchandise and listed you as a credit reference. ‘We would appreciate your sending us information regarding Kretchmer’s credit rating. We would especially like to know how long the owner, Bruce Kretchmer, has had an account with you and whether or not any of his debts are past due. We will, of course, keep any information we receive in the strictest confidence. Areply envelope is enclosed for your convenience. Sincerely yours, STANDARD ELECTRIC CORPORATION Milton Smedley Credit Department Figure Credit Inquiry52 CREDIT AND COLLECTION LETTERS Because an individual's or business's reputation is at stake, opinions should be expressed discreetly, if at all. Particularly when a credit refer- ence is unfavorable, it is advisable to state only objective facts in order to avoid a possible libel sult. Most companies, moreover, reiterate some- where in the letter (see Figure 5-3) that they expect the information provided to remain confidential. The First Bank of Chicago 1160 State Street Chicago, Illinois 60688 February 14, 19— Mr. Milton Smedley Credit Department Standard Electric Corporation 2120 Oak Terrace Lake Bluff, Illinois 60044 Dear Mr. Smedley: We are happy to send you, in confidence, the credit information you requested concerning Mr. Bruce Kretchmer, owner of Kretchmer's Appliance Store. Mr. Kretchmer, who was appliance department supervisor at Lillian’s Department Store until last fall, has had personal check- ing and savings accounts with us for the past ten years. His accounts were always in order, with adequate balances to cover all checks drawn. His appliance store, at 1135 State Street, was opened last Decem- ber. For this undertaking, he borrowed $8,000 from this bank and has begun making regular payments against the loan. We are unaware of any further outstanding debts he may have. On the basis of our experience with him, we believe Mr. Kretchmer to be credit worthy. Yours truly, THE FIRST BANK OF CHICAGO Peggy Sawyer Branch Manager Credit ReferenceCREDIT LETTERS 53 Credit-Granting Letters When all credit references are favorable, a letter is sent granting credit to the customer (Figure 5-4), Whether for a consumer charge account or a dealer open account, the acceptance letter should: Electric |. oan * ‘errace Corporation Lake Bluff, linois 60044 February 18, 19— Mr. Bruce Kretchmer Kretchmer’s Appliance Store 1135 State Street Chicago, Illinois 60688 Dear Mr. Kretchmer: It is my pleasure to welcome you as an SEC credit customer since your request for credit has been approved. Your first order, for 6 Model 18E toasters, will be ready for ship- ment on Monday, February 22, On the first of each month, we will prepare a statement of the previous month's purchases. Your payment is due in full on the tenth. With each statement, you will also receive a supply of order forms and return envelopes. Arlene Ryan, your personal SEC sales representative, will visit you some time next week. In addition to bringing you catalogs and samples, she will explain our special dealer options, such as advertising campaigns and rebate programs. We are delighted that SEC can be a part of your store's beginnings and look forward to serving you for many years to come. Sincerely yours, Milton Smedley Credit Department Figure 5-4 Credit-Granting Letter54 CREDIT AND COLLECTION LETTERS 1. approve the credit; 2. welcome the customer and express appreciation; 3, explain the credit terms and privileges; 4. establish goodwill and encourage further sales. Credit-Refusing Letters Sometimes, of course, credit must be denied (Figure 5-5). A letter refus- ing credit must give the customer a reason, which, however, may be ex- pressed vaguely for purposes of tact and protection of references. The credit-refusal letter must also try to encourage business on a cash basis; the tone, therefore, must be positive and in Some way “you-oriented.” H&M HANS & MEVER'S * Suppliers to the Plumbing Trade + 1010 Broadway, New York, NY 10033 August 10, 19— Mr. Donald Cortland Cortland Hardware Store 20-67 Kissena Blvd. Queens, NY 11203 Dear Mr. Cortland: Thank you for your recent application for Hans & Meyer's 60-day terms of credit, However, we believe it would not be in your best interest to grant you credit at this time. An impartial credit investigation indicates that your company's present financial obligations are substantial. We fear that adding to those obligations could jeopardize your sound credit standing in the community. Of course, Mr. Cortland, you are always welcome to buy from Hans & Meyer's, on a COD basis. We will try our best to serve you in all ways possible. And if, in the future, your obligations should be reduced, feel free to apply again for terms of credit. We shall be delighted to reconsider. Cordially yours, Figure 5-5 Credit-Refusing LetterCOLLECTION LETTERS 55 In addition, it is a good idea to suggest that the customer reapply for credit in the future, thereby letting him know that you nevertheless desira and ap- preciate his business. Collection Letters No matter how carefully a company screens its credit customers, there will be times when a bill goes unpaid and steps to collect must be taken. The problem when writing a collection letter is how to exact payment and simultaneously keep a customer. The writer of a collection letter wants to get the money owed and maintain goodwill. Collection letters, therefore, should be persuasive rather than forceful, firm rather than demanding. A fair and tactful letter gets better results than a sarcastic or abusive one, In fact, even collection letters should be “you- oriented": courteous, considerate, and concerned about the customer's best interest. Collection letters are usually sent in a series. The first tend to be mildest and most understanding, with the letters getting gradually more insistent. The final latter in a series, when all else has failed, threatens to turn the matter over to a lawyer or collection agency. Of course, the tone of any letter in the series will vary, from positive and mild to negative and strong, depending upon the past payment record of the particular customer. The intervals between the letters may also vary, from ten days to a month at tha start, from one to two weeks later on. Every letter in a collection series should contain certain information: 1. the amount owed; 2. how long the bill is overdue; 3. a specific action the customer may take. Some companies also like to include a SALES APPEAL, even late in the series, as an extra incentive for payment. In general, most bills are paid within ten days of receipt, with nearly all the rest being paid within the month. Therefore, when a bill is a month overdue, action is called for. Still, the collection process must begin gently. Step 1 The monthly statement reminds the customer of outstanding bills. If it is. ignored, it should be followed (about a week or ten days later) by a sec- ‘ond statement, The second statement should contain a notice (in the form of a rubber stamp or sticker) stating “Past Due” or “Please Remit.” An al- ternative is to include a card or slip with the statement, alerting the cus- tomer to the overdue bill. This notice should be phrased in formal, possibly even stilted language; it is an objective reminder that does not embarrass the customer with too early a personal appeal. Our records indicate that the balance of §. past due. Payment is requested. on your account is now