ADJUSTMENT LETTERS

What is an adjustment letter? How it should be organized? 

Adjustment Letters: An adjustment letter is a reply to a complaint (claim letter). It is better to make adjustment than to risk losing a customer.

Complaints should not be discouraged, because

(1) they provide a means of discovering and correcting poor service, and

(2) They provide an opportunity to win back goodwill.

Analysis of Complaint:

In dealing with a complaint all related facts should be investigated to determine

(a) whether the complaint is justified and

(b) whether, and how, adjustment is to be effected.

 

Justification of Complaint:

Experience proves that most of the complaints are justified. They are usually a result of fault on the part of the seller or third party (transporter, etc.). A complaint is considered unfair when buyer is at fault and the request is for undue advantage.

 

Grant of Adjustment:

A justified complain needs proper adjustment, e.g., refunding money, replacing merchandise, performing additional service, admitting fault and assuring care in future, and taking rightful action against third party responsible for the damage. Proper explanation is necessary if buyer is at fault or complaint is based on misunderstanding.

 

Adjustment Principles:

1. Answer promptly to avoid further complaint. When immediate adjustment is not possible, an acknowledgement letter assures that the complaint is being conserved.

2. Give the customer the benefit of doubt by assuming that the customer is right, unless the facts prove him/her wrong.

3. Accept blame gracefully when it is justified: to beg pardon or be unnecessarily humble is considered poor acceptance that may result in loss of goodwill.

4. Be diplomatic, especially when the addressee is at fault or complaint is based on misunderstanding. A diplomatic writer can say anything without insulting the reader.

 

Organizing the Adjustment Letters:

The ideas in an adjustment letter are ordinarily arranged as follows:

1. Conciliatory Statement:

Expression of regret even if the customer is at fault, or appreciation for having been informed is an effective start of an adjustment letter.

2. Explanation of Facts:

Explaining the facts relating to complaint, clarifying the position in case of misunderstanding, or indicating the customer’s fault (if any) should be the next step.

3. Statement of Adjustment:

Grant of the adjustment (if any), suggesting a substitute for requested adjustment (when it cannot be granted) or a mere acceptance of fault with assurance of taking care in future, should be stated as the third step.

4. Statement of Goodwill:

A last paragraph may be added (if appropriate) for rebuilding of goodwill and renewal of business relations.