Focus on finding an alternative solution to customer requests.
Most business owners go to great lengths to please their customers. However, sometimes a customer makes a request that just can't be met. When writing a response letter or email, it's important to make the customer feel valued and respected, while denying the request firmly.
Your refusal letter's tone should be courteous throughout, but not cold. Start by apologizing if necessary, tactfully explain the circumstances, and end with a focus on finding a solution.
Instructions
1. Sit down to write your letter when you are feeling calm. Never write a response if you are angry, frustrated or upset.
2. Write your salutation. Most professional letters begin with "Dear Mr. or Mrs. Lastname." However, if you are on a first-name basis with the customer, this may be too formal. Avoid casual greetings such as "Hey."
3. Thank the customer for taking the time to write. If the customer is upset or feels as though he has been wronged, apologize. Avoid over-stating your apology. For example, avoid overly-contrite language such as, "I am so terribly sorry that this has happened." Instead, write, "I am sorry we discontinued the baked beans you loved."
4. State that the request cannot be met, using specific details so your response is not generic. Provide additional detail if it helps explain the situation. For example, "We no longer sell the brand of baked beans you requested. Unfortunately, the manufacturer discontinued that product."
5. Avoid being defensive, or laying blame on other parties. Write sentences with clear subjects and action verbs, rather than passive voice. This shows that you take responsibility for the problem. For example, instead of "Mistakes were made," you might write, "I made a mistake."
6. Invite the customer to respond by asking if you can assist them further. Suggest an alternative, or offer to keep the lines of communication open. For example, you might write, "Please let me know if I can help you find a new brand of baked beans to enjoy."
7. Keep it short. A long letter may sound like rambling or simply unprofessional.
8. Thank the customer again for writing. Close your letter with a professional ending, such as "Sincerely," "Respectfully," or "With best wishes."
9. Proofread your letter carefully for typos. Show it to a friend, boss or co-worker for editing suggestions and to ensure that your letter maintains a courteous tone throughout.
