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URBAN SYSTEMS
7:
The Case of the Missing Briefcase
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Routine messages
URBAN SYSTEMS

Compose a routine request.

Compose a routine reply.

Compose a routine claim letter.

Compose a routine adjustment letter.

Compose a goodwill message.
Routine requests

Main request and justification

Explanation and details

Friendly closing
U S
URBAN SYSTEMS
Routine request
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URBAN SYSTEMS
Dear Mr. Peterson:
Subject: Request for Information About Banquet Facilities
Would you please provide information regarding your banquet
facilities.
We are considering holding our annual awards luncheon for
265 of our personnel at your hotel on March 25. Our decision
will be based on answers to the following questions:
1. Is your facility available from 9 a.m. until 3 p.m. on
that date? We will need the additional time for setup
and takedown.
2. Do you offer free use of audiovisual equipment?
We would need a color projector and screen.
We would supply the portable computer.
3. Do you have a variety of hot lunches that can be
served tableside for between $15 and $18,
including tax and gratuities?
Thank you for providing this information in time for us to
make our site selection by January 15.
Sincerely,
Routine replies

Best news or main idea

Explanation and details

Positive, original closing
Routine reply
Dear Mr. Olson:
Subject: Hosting Your Awards Luncheon
We would enjoy hosting your awards luncheon on March
25. Our L’Enfant Room, which has a lovely view of the
Cleveland skyline, is available until 4 p.m. that day.
To offer round-the-clock service, we have contracted with
an outside firm to provide all audiovisual services for a
reasonable fee. You may make arrangements directly with
GuestServ by calling the company at 555-1086.
For the health-conscious guest, we offer soup-and-salad
lunches for between $12 and $18. We also offer a hot buffet
line with your choice of two main dishes for between $16
and $20. Hot meals served tableside begin at $21.75 for our
popular braised chicken breast.
No matter what your choice, you will find that our facilities,
food, and service live up to the “Cleveland’s finest” label
recently awarded to us by Cleveland Monthly magazine.
Please call me at 555-3288 to let me know how we might
serve your organization.
Sincerely,
U S
URBAN SYSTEMS
It’s not about you or them, it’s about reality
Routine claim letters

Avoid paranoia. They aren’t out to get you.
They don’t know you and mostly don’t
care…nor should they.

Presume good faith. Companies make
mistakes. They want to keep your business,
particularly if you are a good customer.

Keep good records and provide the data in a
clean, unemotional way.

Clearly, courteously explain what will solve
the problem and why.

Then shut up.
U S
URBAN SYSTEMS
Routine claim letters

Identify the problem.

Provide necessary details, using
objective, courteous language.

Ask confidently and courteously for
action.

Do not get caught up in the
psychodramas of others.

Do not write reams of fluff. Explain
clearly and succinctly…and then shut
up.
U S
URBAN SYSTEMS
Routine claim letter
Dear Ms. Pearson:
Subject: Request for Valet-Parking Refund
Would you please issue Franklin Associates a refund check
for $426 to fix an incorrect charge for valet parking at a
luncheon we held at the Berkshire on March 25.
We paid your Invoice 3042 for $8,012 with our Check No.
941386. Upon reviewing your invoice, however, I noted a
$426 charge for valet parking for 213 vehicles at $2 each.
Our contract with you states that “complimentary valet
parking will be provided for all catered events with a total
food and beverage charge of at least $7,500.”
I have enclosed copies of your invoice, our check, and
the contract. Thanks for taking care of this matter and for
a truly memorable meal. Everyone is still talking about
your delicious mile-high pie.
Sincerely,
U S
URBAN SYSTEMS
It’s not about you or them, it’s about policy
Providing Adjustments
You cannot always give
people what they desire.
They know that…but
from their perspective it
never hurts to ask.
 Sometimes, you have to
say no, or provide less
than they would have
hoped for.
 If you can provide
something with little cost
to your firm, do that.


U S
URBAN SYSTEMS
You are neither God nor
the Tooth Fairy.
 Do not get caught up in the
individual’s emotional fluff.
 Do not become judgmental.


Explain your firm’s
position briefly and
pleasantly, and then shut
up.
Remember, it’s neither
your money nor your
problem.
Routine adjustment letters U S
URBAN SYSTEMS

Respond promptly, giving the good
news up front.

Briefly explain what went wrong
and how you have (or they can)
solve the problem.

Reestablish the customer’s confidence.

Close on a confident, forward-looking note.
Routine adjustment letter
Dear Mr. Olson:
Subject: Your Refund Check for $451.56
Thanks for giving us the opportunity to correct our bill. The
enclosed check for $451.56 represents a refund of the valet
parking bill of $426 plus $25.56 tax.
As you will remember, the day before your luncheon, you
gave us a head count of 268 guests, which resulted in a bill
of $7,420—below the $7,500 minimum for free parking.
Although we were happy to accommodate the eight extra
guests who showed up without reservations, we inadvertently
failed to note that they brought your total bill above the
minimum required for free parking.
I appreciate your calling this matter to our attention, Mr.
Olson, and look forward to serving you and your colleagues
another slice of our famous mile-high pie in the near future.
Sincerely,
Goodwill messages

Be prompt.

Be direct.

Be sincere.

Be specific.

Be brief.
Goodwill message
Key terms

adjustment letter

claim letter

direct organizational plan

form letter

goodwill message

indirect organizational plan

resale
LAB 7 test
1.
U S
URBAN SYSTEMS
, (PLUR)
Tivoli Industries new illuminated step lights are designed
2. to illuminate and define step edges with a soft, glowing light.
3. Their nonskid surface assures a secure footing while providing
4. necessary illumination for stairways.
U S
URBAN SYSTEMS
5.
, (SING)
The LampPaks cardboard container is designed for shipping
6. spent fluorescent tubes from the end user back to an authorized
7. hazardous waste disposal company. The product was introduced for
-
(ADJ)
8. one reason The Environmental Protection Agency now requires that
: (EXP)
, (SING)
9. everyones fluorescent tubes be disposed of in accordance with
U S
URBAN SYSTEMS
10. the Resource Conservation and Recovery Act. The LampPak can hold
11. up to 64 standard tubes a package for tubes smaller than one
; (NO CONJ)
12. half foot is also available. The cartons are shipped flat,
13. thereby saving on shipping costs and storage space.
-
(NUM)
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URBAN SYSTEMS
14.
“ (TERM) ”
Bruck has introduced the Shou (which means long life), a
15. lighting system with specially designed fixtures that feature
16. curves and flowing shapes. According to a recent article in In“ (QUOT)
17. dustrial Interior Design, The unity of handcrafted cased glass …
(OMI)
(TITLE)
18. creates ambient illumination that complements contemporary inte”
19. rior designs.
(QUOT)
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URBAN SYSTEMS
20.
Finally, Verilux, a 40 year old fluorescent manufacturer,
- (ADJ)-
21. has developed a sunlight simulator used by people with seasonal
(TERM)
”
“
22. affective disorder, commonly known as the winter blues. The
23. light is a self-contained tube that produces flicker free light with
-
24. almost no UV radiation or electromagnetic field.
(ADJ)