How to Write an Adjustment Letter Correctly
How to Write an Adjustment Letter: Definition
An adjustment letter is a type of business letter submitted in response to a customer’s complaint letter or claim, written by a manager of an organization or business representative. It is also referred to as a complaint response letter, claim adjustment letter, customer complaint reply, letter of response to a complaint, letter of complaint response, and other similar terms. Adjustment letters deal with all kinds of complaints and claims: unsatisfactory service, defective product, goods not delivered, salary not received, shipment arriving late, etc.
Unfortunately, all companies are not perfect. Damaged products, incorrect bills, delayed delivery, overdue payments – all of these are not uncommon. The aim of the adjustment letter is to restore the credibility and reputation of the company. The adjustment letter can show the client that his or her claim was heard and will be resolved.
Because of the customer-vendor relation, an adjustment letter also serves as a legal document confirming the details of the correspondence and explaining the resolution or dissolution of a problem situation between two parties. It is significant to understand that adjustment letter writing does not mean that your claim or complaint will be accepted. It merely informs the sender that their complaint letter or claim has been received. It depends on the validity of the claim that will determine whether or not an adjustment letter will contain a confirmation of the mistake and its correction.
If the client writes a complaint letter, there is always a chance to win the customer back. So, put every effort into writing a good adjustment letter if you want your client back.
In the following guide we will reveal all peculiarities of writing an adjustment letter to a client.
Steps on How to Write an Adjustment Letter
Nowadays, most of the complaints are received via the internet. But in some cases, the client may ask for a written response to their complaint.
1. Write the salutation.
Always address the letter to a particular person. Usually, people that send a complaint letter leave their name and address. Make sure that you spell the name correctly. For example, “Dear Mr. Jones” or “Dear Michael Robertson.”
2. Write the introduction.
Start the first sentence with a positive note. Write that you are pleased to hear from the client or express regret over the troublesome situation, or both. Address the date of the customer’s complaint letter and tell why you are writing. Don’t repeat the content of the complaint in detail.
Try to avoid such words as “complaint” or “claim.” These words may sound accusatory for the client. It will be better to say something like “Your report/message/notice from 2nd November has been received.”
3. Write the main part of the letter.
This section will consist of several parts. First, you need to restate the essence of the problem, so the reader will clearly understand that you have understood their problem well. Then you need to explain why the situation has occurred. Avoid long explanations, and be specific and brief. Clients don’t care about the company’s difficulties and simply want the situation to be fixed.
Second, present the solution to the problem. If the client is right, admit the mistake and provide a compensation or guarantee that the error will be resolved. Provide a list of steps that you are going to take (or have already taken). In some cases, when the claim is unwarranted, the company needs to write a careful and tactful denial to maintain good relations with the customer. Always try to persuade the client that you always have their needs in mind.
4. Write a conclusion.
End the letter with kind words. Thank for the client’s patience and offer further cooperation. Assure the client that such situations are rare and the company will do all possible to prevent this in the future. Express hope that the client will continue to enjoy products or services of the company. Don’t restate the essence of the problem at the end of the letter, as it will leave a feeling of incompleteness rather than your goodwill.
Add a hot-line phone number and website at the end of your letter, so the client can contact your company if needed.
5. Proofread and send the letter.
Make sure that your text is free of mistakes and has a logical structure. When you are pleased with the result, send the letter to the client.
Adjustment Letter Sample
To improve your understanding of writing adjustment letters, look at the text below. Here you can see a good example of an adjustment letter with commentary from our expert. You can use it as a source for citations or as a template for your own letter. Also, check out more examples on our website.
Click on the image to see its full size.
How to Say “No” in the Adjustment Letter
Sometimes, the situation occurring is the client’s fault. For example, the client may have failed to read the instructions or used the product inappropriately. Don’t accuse the client in his or her actions, as it will work against the company’s reputation. Try to find a compromise in such a situation. Many companies fulfill even such cases. You can write something like this: “Because the watch you own is not manufactured to be fully water resistant, we can offer you a 40% discount on purchasing the model that can be used while diving or repair your watch in our service center for free.”
In the situation when the customer requires a complete refund, but there is no reason to do so, you need to find appropriate words for the response. Here you need to provide factual information and evidence for your denial. For example, this case is a violation of your company policy or the warranty of the item has expired. Tell that you also understand the inconvenience of this situation, but at the same time remain firm. Show your sympathy to the client’s point of view on the situation and tell that the client’s complaint was taken seriously. Propose a discount or a coupon to appreciate the customer’s feedback.
Tips on How to Write an Adjustment Letter
- Don’t forget to fill in the subject field if you are sending an email.
- Write the adjustment letter in the shortest time possible. The company improves its own reputation by responding quickly to all complaints.
- Focus more on the solution rather than on the details of the problem.
- Always write in a positive tone. You need to calm down the customer and cheer them up.
- Focus on the relevant and specific facts rather than emotions.
- Don’t use abusive language or a negative tone. Even if the customer is aggressive or rude, you need to keep a friendly attitude and understanding of the problem.
- Never promise the client to do what is impossible or something that violates the company’s policy.
- Don’t show your surprise about the problem, unless it is a truly unique case for your company.
- Don’t try to make excuses – provide only factual information in the explanation.
- Show that your company takes it seriously.
- If the client experiences a great inconvenience, be generous. For example, you can provide a discount for the next order or a gift if appropriate.
- Remember the classical rule: “The customer is always right.” Even if the customer is wrong, make sure the customer is satisfied with your response.
Sometimes, complaint letters may seem like a catastrophe for you. But don’t fall into despair! Take a deep breath in, and then out. Keep a positive and tactful tone, and follow our advice – we believe that you will write a professional adjustment letter. Good luck!