Writing Plan for Adjustment Messages

According to the Business Dictionary, an adjustment message is, "A written response to a claim letter sent by a customer by a business representative or manager. An adjustment letter is generally written after a client of the business makes a material claim. Basically, it is a response to a customer's claim letter. Unfortunately, claims are often letters from customers that are upset or unsatisfied. To resolve the customer's complaint, an adjustment letter can be written. Adjustment letters should be sent as soon as possible after receiving the customer's claim letter. A successful claim letter can often prevent a customer from leaving a company and establish a strengthened relationship. 

Like with any type of letter, it is important to begin with brainstorming ideas and putting together an outline. Outlines help to gather one's thoughts in a manner that will be easy to transfer into the letter format. It is important to gather relevant information about the customer's relationship with the company. 

Next, it is important that you establish what you want the reader to do. According to Englet, for an adjustment letter to be effective, it must consist of:

1. Acknowledgment of receipt of our complaining customer.
              -Use a phrase such as, "Thank you for your letter of" or just refer to information in the claim                 letter.
2. Expression of our apology
               -Clearly state what the apology is for. 
3. Explanation of the problem
               -Introduce the problem that was found, the causes, and effects.
4. Solution of the problem: It can be an action or reimbursement.  
               -Let the reader know that changes have been made to prevent re-occurrence and assure them                  it will not happen again.  

It is very important to maintain goodwill throughout the letter. Never end a letter with a negative tone. Always end with words that imply the customer will be continue doing business with the company.