GUIDELINES
- A short letter revealing why you are not accepting the order or request for information will help you to maintain your relationship with the client.
- Extend to the reader your gratefulness for his or her order or request, you can also give him a compliment.
- If likely, provide a reason for why you are not able to deliver his or her request or the information he or she is asking. Make the explanation short yet understandable.
- End the letter positively.
SAMPLE LETTER
[Address line]
[State, ZIP Code]
[Letter Date]
[Address line]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-
Dear [Recipients Name],
We recently received your order for a copy of the best-selling book, Off Road Maps of Oklahoma. Unfortunately, we recently sold our last copy of the 2010 edition, and the 2011 edition is not flagged for release until June 30.
You may be aware that the same book is available on CD. The CD does cost $25.00 more, but it does come with a free five-year update facility simply by registering your CD on the Internet. Not only does it provide all the information the book does, but it also gives you access to the latest information from people who are traveling on those roads and links to a site that updates road conditions after significant weather events. Everyone who I have spoken to who has purchased the CD is a convert.
Please find enclosed a brochure detailing the benefits and features of the CD and an order form. You can order by telephone or by mail using the order form insert in the booklet. Your order will be shipped the same day we receive your order.
We apologize for any inconvenience and hope that the CD alternative gets you back out on the road.
Sincerely,
[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Decline orders or requests for information. Sample letter.
Further things to consider when writing rejection letters to customers
Rejection Letters
Rejection letters are letters written to inform people that something they have made, written, etc., has been turned down. These letters can be used, for instance, to inform people that they have not been chosen for a job or school enrollment or that a book they have written has not been chosen for publishing. Conveying rejection can be difficult because most people don't know how to say the words without hurting the recipient. Actually, in most cases, people don't write rejection letters at all. They just drop communication with the concerned person, (which is rude). Rejection letters are important because they help build trust and develop goodwill between the parties involved.
After rejection, the people affected will be frustrated no matter what. However, well-drafted rejection letters can soften the blow and encourage them to keep trying. An excellent rejection letter is brief, considerate, and to the point. Begin by thanking the recipient for trying. State your decision politely and assertively, giving reasons for it. If you are rejecting a job application, for instance, give a genuine reason for it and encourage the recipient to apply for other positions. End on a positive note and wish the recipient success.
Letters to Customers
Letters to customers are letters written by businesses to people or organizations who buy goods and services from these businesses. These letters can be addressed to specific customers or to all customers, depending on the issue. If you own a business, there are many times you may find it necessary to write to your customers. For example, you may want to send apology letters for billing errors, collection letters to those who owe you money, follow-up letters after initial customers' visits, marketing letters to promote conference events, etc. Constantly writing to your customers is essential as it makes the customers feel valued and strengthens the company-customer relationship.
All letters to customers are formal. Therefore you should maintain a professional tone. Address the customer by his/her name instead of "Dear valued customer". Thank the person for being your customer. Convey your message clearly and concisely without mixing information. Separate important information and label it with subheadings. Avoid putting off the customer with detailed terms and conditions. Instead, put these on a different page. Tell the recipient how to contact you and how to stop receiving letters. Conclude with a positive remark. Write your name and hand sign the letter.
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