All responsible business houses make every effort to conduct their activities to the satisfaction of their customers.
Yet, mistakes and lapses do occur which ask for adjustments. The letter which is written by a business house in response to the buyer’s claim or complaint to satisfy him is termed as an “Adjustment Letter”.
Let’s check below how to write an adjustment letter and what are the types of adjustments you should made while writing it.
How to Write an Adjustment Letter
Writing of adjustment letters is not very easy. It requires great skill and tact. It also asks for qualities of diplomacy and the sense of fair-play.
See Also: How to Write a Complaint Letter
The writer of an adjustment letter has to achieve the double purpose of satisfying the customer and safeguarding the interest and reputation of the company.
The best way to deal with a complaint/claim is to analyze it on its merits and then take necessary steps to satisfy the customer.
Following points should be borne in mind while drafting an adjustment letter:
Take Each Complaint Seriously
The writer of the adjustment letter must take each complaint seriously. Nothing in the proceedings of business transactions can be unimportant, and therefore, nothing should be ignored or underestimated.
What may apparently look to be of little importance to the company, may matter a lot to the customer. A customer must not ever get the impression that the company does not give any importance to his views and problems.
Answer the Complaint Promptly
Delay in sending a reply may annoy the customer. It is, therefore, always desirable that the recipient should respond to the complainant immediately. A prompt reply shall be helpful in calming down the customer.
If required, the writer may even write a letter of acknowledgement expressing regret and assuring the customer that his complaint is under active consideration.
Show an Understanding of Human Nature
In writing replies to complaints/claims, the company should show an understanding of human nature, it should know how an aggrieved party may react in a particular situation.
The company must not show any anger or bitterness even if it thinks that the complaint/claim made by the customer is unjustified.
Instead of calling the complaint a lie or turning it down rudely, the company should express some sympathy with the customer, and should then explain carefully and discreetly the facts of the situation.
Show an Understanding of the Customer’s Problem
This is like following the ‘You Attitude.’ The customer should not feel that the seller of goods is indifferent to his problem.
Contrary to this he must be made feel that the seller understands fully the cause of his grievance.
For this purpose, the writer of the adjustment letter may use such expression as may show his urge to cooperate with the customer.
Tell the Customer Clearly and Exactly About Your Decision
After having expressed his understanding of the customer’s problem, the Writer of the adjustment letter should tell him exactly what he is going to do about his claim.
If the complaint is correct and valid, he should offer apologies and briefly state how the mistake had occurred.
Then he should offer suitable adjustment to remove his cause of grievance or to compensate his loss.
If the complaint is due to some misunderstanding on the part of the customer and the seller cannot accept it, he should not directly refute or blame the customer.
Instead, he should state the facts with utmost courtesy, friendliness and good nature.
Avoid being Negative
In no case the writer of an adjustment letter should use hurting words. He must avoid being negative and accusative.
Negative expressions are strictly forbidden in all types of business letters, but they become a taboo is writing replies to claims and complaints.
See Also: Principles of Writing an Order Letter
The writer of the adjustment letter should remember that a warms pleasant and personalized approach not only promotes goodwill but also helps win the confidence of the addressee.
Types of Adjustments
The writer of an adjustment letter may have to confront with any of the following four situations. These situations may be taken as the kinds of adjustments:
- When the Company is at Fault
- When the Buyer is at Fault
- When a Third Party is at Fault
- When the Seller and the Buyer are equally responsible
When the Company is at Fault
In this situation the writer should not show any reluctance in accepting the claim. But this he should not do at the cost of the company’s image.
To protect the company’s image and to regain the confidence and goodwill of the customer, he should refer to the company’s errors carefully.
He must not blame any particular individual or any specific department of the company for the fault that has occurred. Instead, he should imply that the error was a matter of chance and an unusual incident.
However, he should express his regetfulness and assure the customer that he has taken necessary steps to avoid similar mistakes in future.
When the Buyer is at Fault
In the situation when the buyer is at fault and when it is not possible for the company to accept the claim of the customer, the writer of the adjustment letter should not make a straight-forward refusal.
Instead, he should thank the customer for bringing the matter to the notice of the company, and restating the claim of the buyer.
He should explain the facts to him with necessary reasons and documentary evidence, if available, he should try to make his convincing and acceptable but without blaming the customer.
If possible, the writer, on behalf of the company, may offer some relief to the customer.
When a Third Party is at Fault
Sometimes a claim may be made by a customer for which neither he nor the company be at fault.
May be the merchandise was damaged while in transit. In that case it shall be the third party’s i.e the carrier’s fault. In similar situations when a third party is involved, the seller has three options:
- He may straight-away honor the customer’s claim in the name of the goodwill of the company, and afterwards take up the matter with the third party involved in the transaction.
- He may honor the claim but not without explaining that it was not his company’s fault.
- He may take no action on the claim, and may direct the customer to file his claim against the agency responsible for the cause of grievance.
Of these options, the third one is always a bad choice. The seller may consider either Of the first two options.
See Also: What is Inquiry Letter
When the Seller and the Buyer are Equally Responsible
In a situation when the responsibility for the cause of grievance is divided between the seller and the buyer, the seller may either accept the claim in the name of the goodwill and reputation of his company, or the loss caused be shared equally or proportionately by the two parties.
The first choice should, however, be preferred if the compensation involved in the claim is not very huge.
