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What follows the order acknowledgement is the advice of dispatch.

GRANT &CLARKSON
148 Mortimer Street
London W1C 37D

MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602 20thNovember,1996

Dear Sirs:
We have pleasure in notifying you that your credit was confirmed by our bank yesterday, 19th November. We have had the 1900 ‘Swinger’ dresses collected today for transport by British Airways to Chicago on 25th
November.
Enclosed is our invoice for the goods in question plus the extra charges for air freight, packing list to facilitate customs clearance at your end, certificate of origin, air waybill and insurance policy.
Hoping that this initial order will lead to further business, we are

Yours faithfully

F.T.Burke

Export department
The first thing to be done before writing such a letter is to examine carefully whether the partners account is valid or not. So in the first paragraph we come across phrase "your credit was confirmed by our bank yesterday". Air shipment for "Swinger" dresses is also mentioned here.
The next paragraph deals with the documents which are necessary while importing goods: Invoice packing lists, certificate of origin, air waybill and insurance policy. As it is the initial order by MATTHEWS &
WILSON, the GRANT & CLARKSON hopes to encourage them to place further orders, so their last phrase sounds very polite.

Example 5

No matter how efficient a business firm tries to be, mistakes will happen. There might be a misunderstanding about the goods to be supplied; sometimes the consignment is dispatched too late or delays are caused in transit; defect is discovered when the equipment is put into operation and so on.
Therefore a letter with the complaint expressed is sent.

MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602 November 22, 1996

GRANT &CLARKSON
148 Mortimer Street
London W1C 37D

Gentlemen:
Thank you for your delivery of ‘Swinger’ dresses which were ordered on
November 4. However we wish to draw your attention to two matters.
Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the other sizes. Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar. In addition the red belt supplied does not match these dresses.
We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour.
As far as your charges for air freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount. Would you please send us a rectified invoice, reduced accordingly.
We look forward to your dealing with these questions without delay.

Very truly yours.

Wilson.

If this kind of letter is sent the customer is understandably annoyed, nevertheless there is no reason to write an angry letter of complaint. In the EXAMPLE 5 there are two complaints: the first is about the "Swinger" dresses colour and the second - about the fact that air freight seems too expensive to MATTHEW & WILSON.
From this letter we see that the results are better for the correspondent takes the trouble to explain his complaint clearly and proposes ways in which matters can be put right.

Example 6.

Letters that are written in response to claims may be called adjustments. These letters are among the most difficult to write as they require under all circumstances patience, tact, and diplomacy. You will not lose your customer if you react at his claim promptly.

GRANT &CLARKSON
148 Mortimer Street
London W1C 37D

MATTHEWS & WILSON
Ladies' Clothing
421 Michigan Avenue
Chicago, III.60602 2nd December, 1996

Dear Sirs:
The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible.
Please accept our apologies for the oversight.
We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120.
You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice.
It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight
(please see our letter of 9th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15th
November 1996 is still valid, and we look forward to receiving your remittance when due.

Yours faithfully

Burke

The suppliers show their understanding of situation and express their willingness to adjust it. They say exactly what steps they are going to take, because a disappointed customer cannot be put off with mere apologies - he is entitled to know how the mistake will be remedied. The supplies convince their partners that they are really interested in maintaining good will. They try to avoid negative statements, and what even worse, accusations; they never forget that it is their customer who keeps them in business.
Even when they write their customers about rejecting their claim on air freight, they try to give logical reasons for the refusal.

CONCLUSION

The conclusion that therefore suggests itself is that writing of business letters is highly complicated science. It is not enough for a good business letter writing to know lexics and grammar, but you should comprehend the whole range of such things as: occasions on which the particular letter is written, the style of letter, useful expressions, and accepted idioms.
There are certain rules which not everybody could learn since they have to be felt by correspondents. Letter writing requires long practice and experience. Those who write letters should always remember, that what makes the letter attractive and therefore promotes one's business is not always the message of the letter, but it is the manner and style in which the message is written.
The "golden rule" that must be followed by every business correspondent is that the official letter should be formal, courteous, tactful, concise, expressive, and to the point
.

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