Payment and Reminders

7. Payment and Reminders

Customers usually settle their accounts by cheque when payment is due, according to the terms of payment. However, some overlook the date and have to be reminded of the amount outstanding. The first letter is written in a friendly tone, as the delay may have been due to an oversight. When payment has not been received in reply to this reminder, the creditor will write again in a firmer tone. If the debtor gives no reason for non-payment and sends no remittance, the last course is to use the services of a collection agency or to take legal actions.

There may be good reasons for a customer's inability to pay. Where possible he should at least make a part payment, and agree to settle the balance of his account within a reasonable time.

e.g.

The manville corporation

Wilmington, Conn. 71226

July 19, 1998

Gentlemen:

In settlement of your invoice No. 20015, we enclose our cheque for $870. May we add that we are pleased with the way you executed this order. The furniture arrived exactly on time, and could be put on sale without delay.

Thank you.

Sincerely yours,

William S. Carsons

Enc. Cheque

e.g.

THE MANVILLE CORPORATION

Wilmington, Conn. 71226

Carson Inc.

San Francisco

Dear Mr. Carsons:

We were pleased to receive your check for $870. It has been credited to your account, which is now completely clear.

Please give us an opportunity of serving you again in any way we can.

Sincerely yours,

Robert L. Thomas

Enc. Receipt

8. Complaints, Handling complaints

Mistakes may occur in day-to-day business, and these give cause for complaints. There might have been a misunderstanding about the goods to be supplied; perhaps the warehouse clerk made an error in addressing the parcel; sometimes a consignment is dispatched too late or delays are caused in transit; damages may have occurred during delivery; a manufacturing defect is discovered when a machine is used. The customer is understandably annoyed.

He will get better results if he takes the trouble to explain his complaint clearly, and to propose ways in which matters can be put right. His company may make mistakes too: firms often have to manage with insufficiently trained personnel or to contend with staff shortage, so mistakes and accidents happen.

It is particularly necessary to exercise tact in handling complaints. A disappointed customer cannot be put off with mere apologies – he is entitled to know how the mistakes will be remedied: when he will receive the goods ordered; what he is to do with the wrong consignment or the damaged goods he received; when he will receive a replacement for his defective machine, or if it can be repaired quickly.

e.g.

MATTHEWS & WILSON

Ladies' Clothing

421 Michigan Avenue

Chicago, III.60602

GRANT &CLARKSON

148 Mortimer Street

Gentlemen:

Thank you for your delivery of ‘Swinger’ dresses which were ordered on November 4. However we wish to draw your attention to two matters.

Of the red dresses supplied one lot of 100(size 12) included clothes of a lighter red than the other sizes. Since we deliver a collection of various sizes to each store, it would be obvious to customers that the clothes are dissimilar. In addition the red belt supplied does not match these dresses. We are returning two of these by separate mail, and would ask you to replace the whole lot by 100 dresses size 12 in the correct colour.

As far as your charges for air freight are concerned, we agree to pay the extra costs which you invoiced. However your costs for packing and insurance must have been lower for air cargo, and we request you to take this fact into consideration and to make an adjustment to the invoice amount. Would you please send us a rectified invoice, reduced accordingly.

We look forward to your dealing with these questions without delay.

Very truly yours.

Wilson.

e.g.

GRANT &CLARKSON

148 Mortimer Street

London W1C 37D

MATTHEWS & WILSON

Ladies' Clothing

421 Michigan Avenue

Chicago, III.60602

2^nd December, 1996

Dear Sirs:

The colour of the dresses about which you complain is indeed lighter than it should be. Apparently this was overlooked by controller responsible. Please accept our apologies for the oversight.

We are sending you a new lot by air this week, and would ask you to return the faulty clothes at your convenience, carriage forward. Alternatively you may keep this lot for sale as seconds at a reduced price of &1,120.

You are perfectly correct in saying that packing and insurance costs are normally less for cargo sent by air. May we remind you, however, in this case your request to send the goods by air was made at very short notice. It was not possible for us to use the lighter air freight packing materials, as most of the dresses were ready for shipment by sea freight (please see our letter of 9^th November). Furthermore, our insurance is on an open policy at a flat rate, and depends on the value of the goods, not the method of transport. For these reasons our invoice No.14596 dated 15^th November 1996 is still valid, and we look forward to receiving your remittance when due.

.

Bredgate 51,

DK 1260,

Sender's address Copenhagen K,

DENMARK

9^th May 2001

Date

Sounsonic Ltd.,

Warwik House,

Inside address Warwik Street,

(Receiver's address) Forest Hill,

London SE23 1JF

UNITED KINGDOM

Attention line For the attention of the Sales Manager

Salutation Dear Sir or Madam,

Please would you sent me details of your quadrophonic sound system, which were

advertised in the April edition of "Sound Monthly"?

Body of the letter

I am particular interested in the Omega

range of eguipment that you specialize in.

Complimentary close Yours faithfully,

Ekaterina Gadyukova

Signature E. Gadyukova (Ms)

Per pro p.p. D. Sampson

Company position Sales manager

Enclosure Enc.