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Every Big Business Was Small Once




A wholesaler in Louisiana once received an order for $12.35 worth of candy from the Horsie Hollow Candy Shop in a small town. As he had never heard of a firm with this name, he asked the New Orleans office of Dun & Bradstreet, the famous American mercantile agency, for a credit report. Dun & Bradstreet had no record of the firm either, so they instructed one of their reporters to investigate. $12.35 is a small sum, to be sure, but the point is that there was a new firm which was not yet on file an intolerable state of affairs. The investigator turned in the following report:

The Horsie Hollow Candy Shop is situated on a dirt road just off the main highway. The shop consists of a remodeled turkey coop, valued at $35. A small but steady business is being done. The shop is run by two partners. Both are 11 years of age and unmarried. Their liquid assets amount to $13.25 in merchandise and cash. The owners have had two years experience in selling cookies and lemonade. Their principal suppliers are their mothers, both of whom reported prompt payments, that is, strictly C.O.D. Although the owners are men of limited means, they have a high standing in the community.

The wholesaler was favourably impressed and sent the goods on his regular credit terms. The bill was paid promptly, and the wholesaler opened a new account in his books in the name of the Horsie Hollow Candy Shop.

 

VIII. Complaints and Adjustment

 

Complaints Concerning Goods Delivered

Acomplaint is made by the buyer if the wrong goods have been delivered, if the goods received are defective or damaged, if the quantity is not right, etc.

The letter of complaint (or: claim letter) must indicate clearly what is wrong. The seller cannot take any action unless he is informed exactly of the nature of the defect, extent of the damage, etc. The complaint should also contain such details as order number, date of order, or arrival date, to enable the seller to identify the consignment in question. The buyer usually requests a particular adjustment, but he may also ask the seller to make suggestions as to how the matter could be settled.

If the buyer has received the wrong goods, goods that are unsalable or otherwise of no use to him, he is entitled to reject them. Should he still be interested in the delivery of the proper goods, he demands a replacement.

In the case of minor defects in the goods delivered, the buyer will keep them but claim a reduction in price (allowance). Many small defects can be remedied by repair, or by the replacement of parts.

Sometimes the sellers failure to supply the goods as provided for in the contract gives rise to an action for damages.

In many trades it is customary for the seller or manufacturer to offer the buyer a written guarantee ( or: warranty). Under the terms of his guarantee, the manufacturer undertakes to replace or repair, free of charge, any article which may prove defective during the guarantee period, provided the defect is due to faulty material or workmanship.

 

Adjustment of Complaints

When a complaint is received from a customer, the supplier investigates the matter. If a decision cannot be made immediately, the supplier should write a brief acknowledgment informing the customer that his letter is receiving attention.

Depending on the circumstances, the seller may grant the buyer's claim, refuse it, or offer a compromise.

If the seller finds that he is to blame, he should frankly admit his fault, offer his apologies, and make a prompt adjustment.

Should it turn out that the buyer himself is responsible for the defect, the seller will, as a rule, refuse buyer's claim. Sometimes, however, in such cases, the claim is granted, or a compromise is made, in the interest of good business. The action taken depends on seller's adjustment policy, the type of customer concerned, and the circumstances of the particular case. Unfounded complaints made by customers who try to take advantage of the supplier are, of course, always refused.

Damage or loss in transit is a matter that has to be taken up with the carrier or the insurance company. If the carrier is liable for the damage or loss, a claim is entered with the carrier. Insurance companies pay compensation in the case of accident in transit regardless of whether the carrier or any other third person is liable, but they require the insured to assign to them any claims he may have against third parties.

In order to help his customer, the supplier is often prepared to send a replacement for the damaged or lost goods pending the settlement of a claim against an insurance company or a carrier.

Modern businessmen recognize the value of a satisfied customer. They do not regard complaints as a nuisance, but as a welcome opportunity to build goodwill. Many firms actually encourage customers to inform them whenever they are not completely satisfied with the goods or service received.

Sometimes a buyers complaint gives rise to a dispute. This is the case, for example, if the buyer claims that the quality of the goods is not according to contract and the seller claims that it is. Should the parties be unable to settle the dispute themselves, they have to refer the matter to a court of arbitration or to a court of law. As a rule, businessmen try to avoid litigation, which is both costly and time-consuming, and therefore agree, when entering into a contract, that disputes arising from the contract are to be settled by arbitration, whereby it is understood that they will both accept the arbitrators decision as final.

 

Terms and phrases

 

a. Making Complaints
We are sorry to tell you that your last consignment has not turned out to our satisfaction. c , .
Upon opening the case, which showed no signs of damage from the outside, we discovered that 25 plates were broken. , , , 25 .
We have noticed a shortage in weight of
Part of the goods have been damaged in transit (during transport). .
The damage seems to have been caused by inadequate packing. , - .
The samples taken from each of the three bags will show you that my claim is justified. , , , .
We have no use for the poor quality you sent us. , .
We place the faulty goods at your disposal. .
We are holding the shipment pending the receipt of you instructions. , .
We are returning the blouse for your inspection. .
We are prepared to keep the goods if you reduce the price by 20 %. , 20 %.
We should be glad to hear of the allowance you are prepared to make. , .
Please send us replacements for these goods as soon as possible. , .
Please let us know what you intend to do in this matter. , , .
This has been a matter of great annoyance to me. .
We expect you to devote more care to the execution of our orders in future. , .
Your efforts to avoid similar occurrences in the future will be appreciated. .
b. Granting Claims
Thank you for writing us about your experience with , c .
for calling this error to our attention. , .
We are sorry to learn from your letter of that one of our transistor radios, which you bought several months ago, has ceased to operate. ... () , , , .
We are prepared to exchange the goods for those of another quality. .
A new consignment is being rushed to you today. .
We are sending you to replace the goods mentioned in your letter of ... , ... ().
Enclosed you will find cheque for, representing a refund on the shirts you recently returned to us. ... () , .
We shall enter a claim with the railway so that you will not be troubled further. .
We are anxious to settle the matter to your entire satisfaction. .
We trust that the arrangement suggested will meet your approval. , .
Please accept our apologies for the inconvenience caused you by this oversight. , , .
We shall take all possible steps to ensure that such a mistake is not made again. , , .
c. Refusing Claims, Compromise, etc. ,
Since the inspection did not reveal any faulty material or workmanship, we feel that we cannot make the adjustment you request. , , , .
We regret that we cannot accept the return of the goods in this case. , .
You will agree that under these circumstances we cannot be made responsible for the loss. , .
We cannot assume any liability in this case. .
We would suggest that you report the damage to the insurance company. .
If you follow our operating instructions, we are confident that the machine will give satisfactory service. , , .
Although the guarantee period has already expired, we are willing to accommodate you and make the necessary repairs free of charge. , .
To satisfy both parties, we suggest that we share the expenses. , .

 

Specimen letters





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