Routine Letters
Have you ever written a letter to a
company? Did you expect a
response?
If you receive a fan letter
complimenting your services, do you
respond? Why might you do so?
Why is it important to answer
complaints or letters of concern
immediately?
Purpose of Routine Letters
 Encourage product feedback
 Project a favorable company image
 Promote future business
“A good business letter can get you a job interview,
get you off the hook, or get you money. Why
blow your chances of getting what you want with
a letter that turns people off, rather than turning
them on.”
Characteristics of a Routine
Letter - The Direct Approach
 Opening: Begin with the main idea and tell
immediately why you are writing (purpose)
 Body: Present your details that explain the
request or response. Group ideas together, and
include graphic highlighting to spotlight main
points.
 Closing: Be specific about what you want and
what action you want taken. Provide an end
date or deadline if appropriate.
Placing an Order
 Opening: Tell your reader exactly what you
want. “Please send ….”
 Body: List items, provide quantity, order
number, complete description, unit price and
total price. Prevent mistakes by including as
much information as possible. When
responding to an order, do the same thing.
 Closing: State how you plan to pay for the
merchandise, when you want to receive the
items and supply any special instructions.
Express your appreciation.
Making Claims
 Opening: Immediate describe what you want
done (purpose). When a remedy is obvious
state it. If not, explain your goal.
 Body: Explain the problem to justify your
request. Provide details, be organized in your
thoughts. Avoid being angry, or place blame.
 Closing: End with a tone that promotes
goodwill. Request specific action, including an
end date. Make sure they know how to respond
to you.
Granting a Claim
 Opening: When approving a claim, announce
the good news immediately (purpose).
 Body: Strive to win back confidence and
explain what went wrong.
Be careful about admitting responsibility
avoid negative language - trouble, regret, fault, blame
don’t blame the customer, and don’t blame your staff.
 Closing: Show appreciation, and offer a
goodwill gift if necessary.
Requesting Information
 Opening: Ask your question. Avoid long
explanations. Be direct in your approach.
 Body: Explain your purpose and provide details
to assist your reader with your request.
Use open-ended questions, rather than yes/no
questions.
Suggest reader benefits if there are any.
 Closing: Be specific about what action you
want to be taken. Set an end date. Make it easy
for them to respond, and show appreciation.
Letters of Recommendation
The central concern in these messages are
HONESTY. You do not have to write one if you
don’t want to.
 Opening: Name the candidate and position sought and
describe your relationship with the person.
 Body: Strive to include statements about their skills,
and definite task-related descriptions.
 Closing: Summarize candidates best points, and offer
to supply additional information if needed.
The Five S’s to Goodwill Messages
Be Selfless: The “You” view
Be Specific: Personalize the message
Be Sincere: Be Genuine in your feelings
Be Spontaneous: Avoid typical phrases.
Be Short: Economical