GUIDELINES

  1. Make this letter quickly when you obtained and examined the complaint. When a client takes the time to submit a report, you can either keep his r her business. It is easier to please a current client than to invite a new one.
  2. Recognize the complaint and tell him or her your regret, referring to his or her issue or complaint.
  3. Shortly discuss that you are currently examining the problem and the actions that you are doing to solve it. If you want to explain only the actions on how to solve it, go to step 3.
  4. Describe the actions that you have taken to solve the client's issue.
  5. End the letter positively, It is your goal to make the client focus on the compensation that you are preparing, not the bad experience he or she has gone through.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

Thank you very much for your frank comments regarding the level of service I have been providing so far. You mentioned that the quality of work has remained healthy, but that my sometimes curt attitude is getting in the way of how we communicate. Please be assured that I have no malicious intentions, and neither am I unwilling to work with you. It is simply a manner of working which I have gotten used to and am not very comfortable. I'm glad you pointed it out to me. You can be sure that I will be trying to improve my communication style in the coming weeks.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -