Letters on the Job by Golda Mowe - HTML preview

Customer Related Letters

Dr. Soon called Olga into the office. “Amy’s been with me for three months. She told me you had helped her out quite a bit. I have a new client I would like to meet and I know that you have a lot on your desk right now. Would you mind training her to do some of the more routine stuff, so I don’t have to bother you on this thing?”

Olga shrugged. “She’s a willing learner and a bit brighter than most secretaries I’ve met. Okay, no problem, as long as she doesn’t waste my time.”

She walked out of the VP’s office and went straight to Amy’s desk. “Amy, collect all the information you can on the client Dr. Soon wants to meet. Ask him first how he plans to approach them then talk to the engineers to find out how to match our product to their needs. Come see me after you’re done.”

It took Amy a few hours to shuffle through the information on her desk and to talk to the relevant people. By 4.00pm she was ready to see Olga.

 

Company Introduction and request for meeting

New Client
Company Name: Gadgets2Go Pte. Ltd. Contact Person: Ms. Susie Spins Designation: President of Procurement Address: Kuching
Tel: 6082-xxx
Fax: 6082-xxx

Sales of Client
Product: High Tech Toys, assemble on order
Region covered: South East Asia, India and China
Selling Method: Outlets, telemarketing, internet and mail order
Reported Sales Value: US$ 200 thousand in 2005, US$ 212 thousand in 2006 Reported Market Share: 2% of the region
Product applicable from Here_And_Now: Centralised communication centre – customer service, technical support, inquiry, responses, order management, complain management through phone and internet.

Person to Meet Client
Name: Soon Le Mah, Dr.
Designation: Vice President
Department: Sales and Supply Chain Management Direct Line: +60-xxx-xxx (Direct)
Direct Fax: +60-xxx-xxx (Direct)
Email: Soon@here.com
Olga said, “You don’t have to write a 10 page letter. Anyway, telling a customer about themselves is a little tacky. You might get some information wrong and offend somebody. Just give a brief introduction of Dr. Soon, explain how he knows about them, a short sentence on why he thinks they will want to hear about his service and finally tell the client that you will call the office to set an appointment. But save the other information for his sales presentation.”

“Why do I need to tell the client that I will call her?”

“To make her expect your call. That way she can have a date ready when you phone, or alternatively she can tell you she’s busy and can’t meet. Either way, it is a way to remind her to make a decision. And don’t forget to attach a brochure. Ask Dr. Soon if he wants to add extra stuff with the letter.”
Ref: Gadgets/130307-01

Date: 13 March 2007

From: Dr. Soon Le Mah
Vice President of Sales and Supply Chain Management
Direct Line: +60-xxx-xxx (Direct)
Direct Fax: +60-xxx-xxx (Direct)
Email: Soon@here.com

To: Ms. Susie Spins
President of Procurement Gadgets2Go Pte. Ltd. Kuching

Tel: +60-xxx-xxx

 

Fax: +60-xxx-xxx

 

Dear Ms. Spins

 

Re: Request for Meeting

I am Dr. Soon Le Mah, the Vice President of Sales and Supply Chain Management in Here_And_Now Inc. We are a company that supply state-of-the-art call centre services to fast growing establishments to help them minimize the cost of their expansion.

I have learnt of your company through your promotions and am very impressed with the reported growth rate. You currently cover 2% of the regional market share and I expect that you intend to expand. The other option to hiring more people and increasing your overhead is to outsource a portion of your business. I would like to meet with you to show our range of services that could help you control cost in the areas of communication with your customers, and improve your service to them at the same time.

Attached are a company brochure and a list of existing clients for your perusal. My secretary will call your office a week from the above date to set an appointment for our meeting.

Yours truly,

 

………………

 

Meeting Agenda

A week later, Amy called up Ms. Spins’ secretary and set up an appointment with her. Olga advised her to send a meeting agenda. “That way both sides get a chance to prepare in advance. If Ms. Spins has any topic outside the agenda, she will respond in kind. It will save a lot of time and make Dr. Soon look more professional.”

Ref: ……………

 

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins

 

Re: Meeting Agenda

 

I look forward to meeting you on 2 April 2007. Our secretaries had confirmed the time as 2.00pm to 4.00pm. I hope to be able to cover the following topic on that day.

1. A brief introduction of Here_And_Now Inc
2. Features of our Call Centre Services
3. Issues you are facing now in terms of customer communication
4. Our product range and solutions to your issues
5. Future services in our planning stage

Yours truly,

 

………………

 

Follow-up - Confirmation of discussions

 

Dr. Soon handed Amy of list of items discussed at his meeting with the client.

Olga advised her to send a confirmation letter to the customer over what was agreed in the meeting. “Hopefully someone on their side had taken down the meeting minutes. But in case there isn’t one, make sure that the object of discussion is made clear to both sides.”

“Why do I need to do that?”

“A business meeting is not a personal matter but it involves the organization. Setting it in writing will save a lot of heartache in the future when the job is passed on to another person. It will also be a reference point in case of future disputes.”

“What if the client doesn’t agree with something in there?”

“Then she will respond in kind and set the record straight. If she does it by phone or email, send another formal letter outlining the changes. If she replies by letter, file it together with yours.”
Ref: Gadgets/030407-01

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins

 

Re: Confirmation of Discussion on 2 April 2007

 

I would like to thank you again for setting time aside to meet with me. The meeting went extremely well. Below is a list of items that we have discussed and agreed upon.

Actions by Here_And_Now
1. Prepare a scope of service encompassing communications via internet and phone.
2. Plan for the assignment of 3 staff for 3 shifts to specifically support Gadgets2Go, 24 hours, 7 days a week.
3. Plan for the allocation of office space for one manager from Gadgets2Go for 2 weeks
4. To propose pricing on the above depending on the scope and level of work required

Actions by Gadgets2Go
1. Define scope and level of work for service centre
2. Assign a manager in the call centre for the first 2 weeks to provide initial guidance to the call centre officers
3. Provide details on customer and product service procedures.
4. Provide all the above in one week’s time from the date of meeting.

Yours truly,

 

………………

 

Thank you

 

Amy literally skipped to Olga’s desk that morning. The client just signed a contract to outsource part of their work to the call centre.

 

The office hag looked up with a rare smile on her face. “Congratulations. Remember to send a letter to thank them and to confirm that you have received the signed contract.”

 

Ref: ……………

 

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins

 

Re: Signed Contract # 123111-A

 

Thank you so much for making Here_And_Now Inc. a part of your future plans. I received a signed copy of your Service Contract #123111-A on 5 May 2007.

 

We look forward to serving you and your customers.

 

Yours truly,

 

………………

 

Respond to Customer Complain

Amy’s face was all scrunched up, as though she had eaten an especially sour plum. She headed straight for Olga’s table. “What am I to do? The client sent a letter today complaining about the service at our call centre.”

“Did they say what was wrong?”

 

“Their manager, Ms. Lee, complained that we didn’t ready a secretary for her. But we don’t even have a clerk at the call centre. Everyone handles their own paperwork.”

 

“Did we ever promise to supply an assistant?”

 

“I don’t think we did?”

 

“Be sure. Look over the letter you did to confirm the areas covered during the meeting and check the signed contract. Then come see me.”

 

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins

 

Re: Customer Complain dated 6 June 2007 Ref HAN/060607-01

I would like to extend my apologies to you with regards to the above complain letter. I was not aware that Ms. Lee requires a secretary to assist her at the call centre. Seeing that she had extended her stay at the location, might I take the liberty to show her a list of part-time secretaries? She could choose one that meets her requirement and we will then inform you of the rate that the consultant is charging.

There was no mention of this requirement in either our confirmation letter with reference number Gadgets/030407-01 or the signed Contract #123111-A. The misunderstanding is regrettable. I hope to get a reply from you soon, so we can settle this matter as quickly as possible.

Yours truly,

 

………………

 

Request for settlement of Invoice

 

Amy shook her head. How could a client that had brought so much delight in the beginning turn into a cause of anxiety in just 4 months?

 

Olga noticed the drag in her steps as she drew nearer.

 

“What’s up Amy? You are becoming as stoop and as haggard as me.”

 

“I just don’t believe what is happening. Gadgets2Go had not settled their invoice in the last 2 months.”

“Well, this kind of thing does happen in business. You will have to write to them and remind them that their bill is no settled. Get the invoice number and details from the accountants then come see me.”
Date: ……………

From: ……………

 

To: ……………

 

Dear Ms. Spins

 

Re: Request for Settlement of Invoice

We wish to bring your attention to our invoice numbers HAN001 and HAN002. We have a 30 days credit term agreement, but both invoices have gone beyond the timeframe. My office had sent out a few reminders and was informed each time that a cheque was on its way. To date, the accounts department had not received any payment.

We have to ask your company to settle these invoices without further delay, or we will have to start adding a monthly 8% interest on the amount due, starting 30 days from the date of the invoices.

Yours truly,

 

………………

 

Discontinuation of Service because of non-payment of bill

Amy was close to tears. Gadgets2Go was the first client she had ever handled and she wanted so much to make it work. But they still wouldn’t pay their bills. On top of it all, whenever she called, the accountant would treat her with cold distaste. It was almost as if Here_And_Now owe them money. She went to Olga to pour her heart out.

“Don’t be ridiculous. This kind of thing does happen in business. It is nothing against you personally.”

 

“But it is still frustrating. I mean I try to be nice and helpful, but the accountant shouts a lot and slams the phone on me. My hand shakes each time I dial her number.”

“Look, she is only doing what she is doing because she gets away with it. Maybe she figures that she can extend the company’s credit by intimidating a few junior staff. You will just have to give her an ultimatum. Then if the company really can’t pay their bills, the issue will have to be settled further up.”

“But we are behind in our sales target.”

“They need the call centre. Their business is growing faster than they can handle. Anyway what’s the point of paying more than what you earn from a client? We have to pay the phone and e-mail handlers too, not to mention our utility and lease rentals.” Date: ……………

From: ……………

 

To: ……………

 

Dear Ms. Spins,

 

Re: Warning for Discontinuation of Service

We thank you for using our service, but as your account with us have now exceeded $6,000 beyond the 30 days credit term, we would like to receive payment before we continue our service for the following month.

We would be grateful if you could send a cheque for part payment of $3,000 as a show of good faith.

 

Yours truly,

 

………………

Dr. Soon Le Mah A week later Amy shook her head, indicating to Olga that, no, Gadgets2Go had not paid their bills.

Ref: ……………

 

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins,

 

Re: Notice of Discontinuation of Service

We are sorry to inform you that Here_And_Now Inc. will discontinue all transactions and communications on behalf of Gadgets2Go Pte. Ltd. as outlined in the Service Contract #123111-A.

The effective date is two weeks from the date of issue of this letter as per our agreement in Clause 12b of the same contract. Our legal advisor, Ms. June Poh, will contact your office to discuss how you may settle the amount due to us.

We regret that matters had reached such a conclusion, for we had such high hopes in playing a role in part of your growth. Please contact my office if you require further information.

Yours truly,

 

……………… Dr. Soon Le Mah

 

-----------------------------

 

“Why do we still need to be so nice with them?” Amy asked.

“Don’t burn your bridges Amy. Anyway, everyone is an employee. Some things are beyond their control. I doubt if Ms. Spins plan not to pay us when she signed the contract.”
Two days later, Amy rushed to Olga. “Oh my goodness. Accounts just send word that they’ve received a cheque from Gadgets2Go.”

Olga smiled wryly. Final notices tend to have such effects on people.

 

Ref: ……………

 

Date: ……………

 

From: ……………

 

To: ……………

 

Dear Ms. Spins,

 

Re: Receipt of Payment

We are happy to inform you that we have received cheque number 333111 for the amount of $3,000.00. This is full payment for invoice number HAN001. Service will continue as usual for the following month.

As per our discussion this morning, if your office could effect payment of invoice number HAN002 by the end of the month, we will also waive the monthly interest of 8% charged on late payment.

Thank you for deciding to continue with our service.

 

Yours truly,

 

……………… Dr. Soon Le Mah

 

Writing and Editing

 

“How do you make writing letters so easy?” Amy asked.

“Letters are a little different from talking because they are a clear record of what you want to communicate to the other party. You need a bit of tact, common sense and a clear mind. As long as you know what you want to achieve with your business letters, you will be able to write it right. Just remember that whatever you write today may be read five years from now by someone who is unaware of your current situation.”

“I always thought that letter writing serious, but never this serious before.”

“For complicated items, get another colleague to read through the letter and ask if there is any area that is not clear. But if you have other reference points such as meeting minutes, contracts or memorandums of understanding, you only need to refer to the specific document in the letter. Don’t try to summarise any one of these in your letter, it will cause a lot of confusion in the future.”

“Why is that?”

“Contracts usually have escape clauses and some actions are based on certain situations. Trying to summarise the whole thing may start a messy argument between our legal counsels. It is alright to note specific clauses in your letter though, like what you did in the warning letter.”

“I’ve talked with the other secretaries, but none of them take letter writing as seriously as you.”

Olga shrugged. “Anything you send out from the company creates an image for the company. That is why you must be extra careful with your words. While you are at it, check your spelling and grammar. If you have to read a sentence twice to understand what you are trying to say, you must rewrite. One way is to chop it up into shorter sentences, or maybe cut out unnecessary flowery words.”

Amy tapped at a letter on her desk, “This letter uses words I understand but is confusing. Why is that?”

 

This software facilitates intranet communication and calculating data.

Olga snorted. “This is a case of non-parallel sentence. Whoever wrote this should take extra English classes. ‘intranet communication’ is a noun, while ‘calculating data’ is a combination of verb and noun. The sentence should be rewritten as ‘This software facilitates intranet communication and data calculation.’ Always make sure that you use the same structure and tenses in a sentence.”
Amy frowned then she looked up and asked, “I notice that you use ‘I’ for some letters and ‘We’ for others. How come?”

“It all depends on how formal you want the letter to appear. ‘I’ is less formal and more personal. ‘We’ gives the impression that the writer is wholly backed by the organization. Which expression you use will depend on the situation or the recipient of the letter. Some cultures prefer the personal format. You just have to play it by ear. However I advise that serious letters use the ‘We’ format, as it implies that the writer is not writing by his own accord but by consensus.”

Olga turned and was about to walk away. “Oh by the way, I noticed that you wrote by hand today. Why?”

 

“It’s just a hello note to my mother. She likes getting office mail from me.”

“The company letterhead is meant to show that the writer is a representative of the company and that whatever she wrote is written on behalf of the said company. It’s not a good idea to use it for personal reasons. Don’t make the same mistake again….”

Amy hunkered over her keyboard. It was chilling to get a reprimand from Olga.

 

THE END

 

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BIO
Golda Mowe was born in Sarawak, Malaysia. She graduated from Waseda University, Japan in 1994 with a B.A. in Commerce. She has worked in service and manufacturing industries as a Public Relations Officer, Administrator, Secretary and Customer Service Officer. Her first manuscript, dealing with the concepts of common accounting practises, is undergoing the publishing process in Horizon Books, Singapore.

She is also interested in traditional culture and is writing a fantasy style Sarawak headhunter adventure. The exercise of writing fiction caused a lot of heartache in the beginning, but once she got over it, she found the art fascinating.