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41
Marham’s Cards and Gidts
400 Paseo de Peralte, Santa Fe, New Vexico 87501
October 23, [year]
Mr. Herbert Benjamin
Sales Representative
Newmart Cards, Inc.
399 North Canon Drive
Beverly Hills, California 90210
Dear Mr. Benjamin:
Thank you for arranging for us to receive our Christmas card displays a bit early this year. We
installed them as soon as they arrived on Monday, and we’ve already sold out two lines!
The two moths between now and Christmas seem destined to be busy ones, and I respect
you’ll be hearing from us again soon.
Best wishes,
Hey Rosen
Assistant Byer
Figure 4-1
Acknowledgement
42
Follow-ups or Thank-you letters
Follow-up letters remind others of important events and occurrences, and
they can help you get what you want. Be sure to show interest and explain the
benefits your contribution will make. Thank you letters are critical to your job
search success, and interviews are not the only occasions to send thank-you and
follow-up letters. If you've ever experienced helping or doing something for
someone, and not receiving a thank-you, you understand how employers view
this lack of courtesy on the part of job seekers.
A thank-you letter should be written after:
an interview
a contact is helpful to you in a telephone conversation or e-mail
someone provides / sends information to you at your request
a contact was particularly helpful to you at a career fair
you visit a contact at their work site
any other contact for which you want to express thanks and
develop a good relationship
Below you can see three examples of follow-up letters (Figure 4-2, Figure
4-3 and Figure 4-4).
43
30 Academy Road
Blacksburg, VA 24060
(540) 555-3333
mnop@vt.edu
February 1, 2005
Ms. Jane Roden
United Way
2300 E. Broad Street
Richmond, VA 23219
Dear Ms. Roden:
Thank you for talking with me on Wednesday in response to my inquiry about summer
internship possibilities in social services in the Richmond area. After speaking with you and
another Virginia Tech alumnus whose name I obtained through VT CareerLink at Career
Services, I think I am much better prepared to pursue internship opportunities.
On your advice, I have updated my resume, emphasizing my recent hotline volunteer
activities. A copy is enclosed for you. I also plan to contact Deborah Warren as you
suggested, and appreciate your giving me her name.
Thank you for inviting me to visit your office. I will be in Richmond during spring break, so I
will call your office two weeks prior to see if it would be convenient to schedule a visit.
Again, thank you so much for your help and advice. I look forward to meeting with you in
March.
Sincerely,
(your handwritten signature)
Morgan Jeffers
Enclosure
Figure 4-2
Follow-up to telephone call
44
23 Roanoke Street
Blacksburg, VA 24060
(540) 555-1123
xyzpdg@vt.edu
November 30, 2004
Mr. James G. Webb
Delon Hampton & Associates
800 K Street, N.W., Suite 720
Washington, DC 20001-8000
Dear Mr. Webb:
Thank you so much for taking time from your busy schedule to meet with me last Tuesday. It
was very helpful to me to learn so much about the current projects of Delon Hampton &
Associates and the career paths of several of your staff. I appreciate your reviewing my
portfolio and encouraging my career plans. I also enjoyed meeting Beth Ormond, and am glad
to have her suggestions on how I can make the most productive use of my last semester in
college.
Based on what I learned from my visit to your firm and other research I have done, I am very
interested in being considered for employment with your firm in the future. I will be available
to begin work after I graduate in May 2005. As you saw from my portfolio, I have developed
strong skills in the area of historical documentation and this is a good match for the types of
projects in which your firm specializes. I have enclosed a copy of my resume to serve as a
reminder of my background, some of which I discussed with you when we met.
During the next few months I will stay in contact with you in hopes that there may be an
opportunity to join your firm. Thank you again for your generous help.
Sincerely,
(handwritten signature)
Ross Vanover
Enclosure
Follow-up letter to information seeking meeting
Figure 4-3
45
909 Prices Fork Road
Blacksburg, VA 24060
(540) 555-1111
abcde@vt.edu
December 1, 2004
Ms. Marcia H. Meeks
30 Locke Lane
Richmond, VA 23219
Dear Ms. Meeks:
Thank you so much for your time and advice during my visit to your office last week. I very
much appreciate your inviting me to visit since this was my first experience seeing the handson work which takes place in a design department. I learned a great deal, and hope to share
what I learned with members of our student chapter of the American Society of Interior
Designers.
After January, I will be in contact with you again to explore the possibility of arranging a
summer internship with your firm. As I mentioned to you when we met, I had an opportunity
to work on an intense, four-day interdisciplinary project judged by faculty in which my team
received top honors. I gained valuable teamwork, problem-solving and presentation skills and
learned to work effectively with students studying to enter different professions. I believe my
skills would make me an asset to an organization like yours which often must produce
excellent work under tight time constraints.
Thank you again for all your help, and I look forward to talking with you in the coming
months.
Sincerely,
(handwritten signature)
Charlotte A. Leffen
Follow-up letter to personal contact
Figure 4-4
46
Confirmations
The Barclay
5500 South 96th Street, Omaha, Nebraska 68127
August 10, [year]
Mr. Albert Durrell
2233 Connecticut Avenue, N.W.
Washington, D.C. 20008
Dear Mr. Durrell:
This letter will confirm your reservation for a single room with bath for August 24-27. Your
room will be available after 2 P. M. on the 24th.
Since you will be arriving in Omaha by plane, you may want to take advantage of The
Barclay’s Shuttle. Our limousine departs from the domestic terminal every hour on the half
hour, and the service is free for guests of the hotel.
Cordially yours,
Confirmations are routine for such businesses as hotels and travel
agencies, but other businesses may also need to send them. For example, doctors
and repair services can also avoid wasted time by contacting patients and
customers a day or so in advance of scheduled appointments. Such
confirmations are frequently made by telephone, but a form letter or postcard
also effectively transmits clear, correct, and complete information, particularly
when the type of business requires large numbers of confirmations. As is often
case, however, a letter written to a specific individuals (see Figure 4-5), can turn
that customer into a regular customer by adding a personal touch.
Figure 4-5
Confirmation
47
Remittance
Companies often request that their bill, or a portion of their bill,
accompany a remittance. When this is not the case, a cover letter is necessary to
explain what your enclosed check is for. This letter should contain any
information regarding your order that is needed for the proper crediting of your
account: include your account number, the invoice number, and the amount of
the check. DO NOT include extra information that may confuse an accounts
receivable clerk. Remarks not directly related to the remittance should be
reserved for a separate letter.
Dear Gentlemen and Ladies:
The enclosed check for $312.68 is in payment of invoice no. 10463.
Please credit my account (no. 663-711-M)
Yours truly,
Order Acknowledgement
Many companies today have abandoned the practice of acknowledging
orders, particularly when the order will be filled promptly. Some companies
respond to orders by immediately sending an invoice, and some use printed
acknowledgement forms. But, no matter how it is handled, the confirmation of
an order helps to establish goodwill by reassuring the customer that the order
has been received.
The initial order from a new customer SHOULD be acknowledged. This
acknowledgment welcomes the new customer and encourages further business
(Figure 4-6). Similarly, an unusually large order by regular customer deserves a
note of appreciation.
Any order acknowledgment should contain specific information. It should
let the customer know exactly how the order is being handled by:
1. mentioning the date of the order
2. including the order or invoice number
3. explaining the date and method of shipment
4. acknowledging the method of payment
All order acknowledgment should also express your appreciation for the
order and assure the customer that it will be filled.
48
PAYTON’S PLASTICS, INC.
1313 Spruce Street
Philadelphia, PA 17512
September 16, [year]
Ms. Cybel Megan
FRAMES-BY-YOU
26 Frith Street
London, WC2, England
Dear Ms. Megan:
We are please to have received your order of September 15 and would like to welcome you as
a new customer of Payton’s Plastics.
Your order (No. 62997) for one dozen 4'×5' sheets of 1/8' clear Lucite and two dozen 4'×5'
sheets of 1/8' smoked Lucite is being processed. It will be shipped in two separate
consignments. The first consignment will be shipped September 23, expected to arrive in
London October 5. You may contact the freight forwarder, Global Transhippers Ltd. (171327-7757), for further details.
We are sure you will appreciate the fine finish and tensile strength of our entire line of
plastics. Ms. Julie Methel, your sales representative, will be in London next week. She will
call on you with a catalog and samples.
Cordially,
PAYTON’S PLASTICS, INC.
Howard Roberts
Customer Relations
Order Acknowledgment
Figure 4-6
49
Because orders cannot always be filled promptly and smoothly, situations
arise in which a wise businessperson will send more than just an
acknowledgment.
Customers, for example, do not always place complete orders. When an
essential piece of information has been omitted, the order must be delayed and
tactful letter sent. Although the customer in such a case is at fault, the letter must
neither place any blame nor express impatience. Indeed, the customer’s own
impatience must be avoided with a positive, friendly tone.
Dear Mr. North:
Thank you for your order of October 22 for 6 rolls of black nylon webbing. We are
eager to deliver Order 129 to your store as soon as possible.
But first, please let us know whether you’d like the webbing in 1-, 1'^-, or 2V² -inch
widths. If you note your preference on the bottom of this letter and mail it back to us today,
we can have order ready by the beginning of next week.
Olsen’s Upholstery products are among the finest made, and we’re sure you’d like to
receive your purchase without further delay.
Sincerely yours,
Sometimes a delayed delivery is caused by the seller, not by the buyer – a
delicate situation that requires a careful written letter (Figure 4-7). When an
order cannot be filled promptly, the customer deserves an explanation. You must
explain that the delay is unavoidable and that everything is being done to speed
delivery.
A delayed-delivery letter must be especially ―you-oriented.‖ It should
express that you understand the customer’s disappointment and regret the
inconvenience. At the same time, the letter must avoid a negative tone. It should
stress that the merchandise is worth waiting for and assume that the customer is
willing to wait. The form letter in Figure 4-7 could be used in a mass mailing,
but sounds, nevertheless, as if it has been individualized to the customer.
50
1066 Third Avenue
American Electric Company, Inc.
New York, New York 10081
August 10, [year]
Dear Mr. Pendleton:
Requests for our pamphlet, ―10 Points to Consider When Buying Home Video Equipment,‖
have been overwhelming. As a result, we are temporarily out of copies.
Nevertheless, the new printing is presently being prepared, and I have added your name to the
mailing list to receive a copy as soon as possible.
In the meantime, you may find an article by Professor Leonard Mack, of the Pennsylvania
Institute of Technology, to be of some help. The article, entitled ―The Latest Crop of Home
Centers,‖ will appear in the September issue of Consumer Digest.
Sincerely,
Figure 4-7
Delayed Delivery
Stopgap Letters
When a thorough response to an incoming letter must be delayed, receipt
of the letter must be acknowledged. These acknowledgment letters are called
STOPGAP LETTERS. They let your customer know that the inquiry will not be
ignored and that it will be responded to as soon as possible.
that you need time to process the request. Necessary information or materials,
for example, may not be immediately available. Or your company may have set
procedures for responding to certain inquires. Credit applications and insurances
claims, for instance, take time to be processed. They are often answered
Similar to a delayed delivery letter, a stopgap letter informs your customer
promptly with a stopgap acknowledgment.
town. You can assure your reader that this letter will be given to your employer
A stopgap letter can also be helpful if your immediate supervisor is out of
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