HOW TO

WRITE
BUSINESS LETTER

FOR
AS

USE

IN

OFFICES,

SCHOOLS,

AND BOOK

GENERAL

REFERENCE

By

CHAS.
BUFFALO,

R.

WIERS
N.
Y.

1915
PRESS OF G1ES N.
A

CO.

BUFFALO.

Y.

Copyright, 1915

CHAS. BY

R.

WIERS

CONTENTS By Way
of Introduction
a

7 9 14 17

of Requirements Transcriber

Correspondent

Spelling
Paper and

Printing

18 19 20 i 23 25

Brevity Courtesy
Clearness

Sincerity
'

Sentiment with Expressions Superfluous Headings Revisions

26 27 41 41 42 43

Introductions
Salutations

Acknowledgments to Former Referring Paragraphing

General Forms Information

Letters

43 44 44 52

Arguments Extent of Responsibility Concluding Paragraphs ComplimentaryConclusions Signature

Structure Form for
to

Concessions

and

56 57 59 60 60 62 63 64 67 67 71 74 75 79 82 94 96 97 100

of

Letter

Addressing Envelopes

How

Dictate

Letters

OrderingGoods Letters of Acknowledgment Letters Containing Enclosures Letters of Request Letters AnsweringInquiries Dunning Letters Letters AnsweringComplaints
Letters of Endorsement Letters of Recommendation
Letters of Commendation

Sales Letters Miscellaneous Letters

109

36669i

BY
is computed IT annual child letters of
are our

WAY
that of

OF
there

INTRODUCTION
are

written

in

the

United
man,

States
woman

an

average

eight letters for

In

every

and

population.
once

other twelve

words,
months.

nearly

650,000,000

handled
is

in every
common

There
no one

no

practice so
the world method If the

as

letter-writing. There
upon

is pends, de-

factor
nor
no

in

of

commerce

which
our

so

much life

of communication

in

social become

quite

so

delightful.
bonds thousands

sending

of

letters be

should

illegal, paralyzed

untold and

of

friendship would
the
means

broken,
livelihood.

business

denied

of

Letter-writing is rapidly becoming

of
a

one

of the
as

first essentials
an

young in
to must

man's

ability.
to

It

is
a

recognized
position
but

all-powerful
It

influence

determining
able be write
to

where
"

may

go.

is not
man

enough today
carry

be

good hand,"
his and best

the

young
a

of
as

able

marshal

thoughts

in such

way

to

weight, interest, attention Letter-writing is

sales. When of ours, Uncle
many

conviction. and
a

also
Sam
are

the

cheapest

means

for creating

can

take

letter into any

if

part of this

country

realizing that

they

can
a

only get
withdrawn.
a

correspondent
in
a

capable of placing the facts before

manner,

possible purchaser

convincing
$2500

the

salesman

can

be

The
will

ordinary salesman
cost
a

of
a

ability,getting a salary of $2500

year to

year,

another
year

send

him

around

the

country.
the

$5000
same

spent

in letter- writing,paying the is

correspondent
in contact

salary the
as

salesman

paid, will bring

house

with

fiftytimes
So and much

many

people.

for the about the

importance

of the
a

subject.
firm

Now

read, study
to

think

what

follows, with

resolve of

get

more

familiar

with

fascinating and

profitableart

doing

business

by

letter.

HOW

TO

WRITE

BUSINESS

LETTER

Requirements
It is not
to

of

Correspondent
of this book

my

purpose
or

in the rather limited space demerits

discuss the merits but

a

sales method,

rather
customer.

of any or particular company, to describe the kind of a letter that will Such
a

grip and hold not given the

whole it has with work is

letter,generally speaking,is
We
seem

attention

it deserves.
we

often
to
we

overlook that

the
our

because importance of it entirely

believe

triumphantly finished
The first order all. that is about

when

get orders, whereas

customer

only begun.
and

gets your
second

started

beginning it ever but whether of your profit, not will depend or comes when the treatment give your customer handling his you upon is selling, and selling is advertising.The firstorder. Advertising
you,

The

order

is the

permanent
customer.

results of one, This fact will

or

both,
to

rest upon

the satisfaction of the

serve

of the suggest that the policies

Advertising and

SellingDepartments of any business should can always be in harmony. Neither one operate successfully An fullest the of the other. without co-operation advertising who inaugurates a campaign should enlist the help and manager before he starts, so that when the sympathy of the sales manager both will be working hand in hand along returns begin to come,
definite and Now
are
we

well understood
come

lines. letters back

are

to the fact that

human,
"

and of

if they

good
to

there must of

be good

men

of them

men

thought,

of kindness, and

ought
soon
as

stand

character. Men of such caliber irreproachable second to none in any organization.And just as world

the commercial

gets rid of

few

hundred,
up to what

at

least,
can

and formalities, of its antiquesayings and

wakes and
one

be

accomplishedthrough
you

letter of good

sense

fine
more

personality,
first-class

will find that

business

office without
a

or

commanding correspondents,
kind
of
a man

first-classsalary in be
a

importance of their work, will indeed

makes

to the proportion novelty. As to what say

the best correspondent,I should

that

"

10

HOW First. He

TO

WRITE

BUSINESS

LETTER

educated in the school of hard liberally and broad enough to view things knocks, be thoroughlyoptimistic in more than one. High school and collegeeducation will ways always be an invaluable asset, but neither will ever make a finished correspondentnor a real business man. Second. than
letter.

should

be

He

should

be tactful.
one

Tact,

more

easilycomprehended
to
an

defined, is
It may

of the main

contributors

ive effect-

aptly termed a combination of quickness, firmness,readiness,good temper, and facility.Something which excites jealousy,never never offends, never provokes rivalry, treads upon other people'stoes. take the never Nothing can
be

placeof tact. Probably in genius.

Third.
start
to
a

It is the shrewd

most correspondent's

powerfulaid.
more

the

ordinary business
should be keen
a

life tact

has

done

than

He

observer.

You

have You
have

seen

men

certain
return

place on
with
ever came

certain mission. interest.

back laden

have found

pated anticithat

their
very

much

You
with

few others

of them
were no

knowledge, while

they started. You have of lands going to waste, machinery rusting by the wayknown side refused to and priceless time being sacrificed because men So it is in the field of service. The public keep their eyes open.
the
better

than

when

is
are

neglectedevery day asleepat the switch.

Fourth. He should

because

those
open
a our

who
eyes

are

Let

us

expectedto and keep them

"

serve

open.

that
away

pleasantdispositionthe kind Morning" and sends a customer puts sunshine into a "Good to please. Men with an agreeable impressionof his ability
have who have
serve or

and
are

women

not

mastered

the

great

art

of self control
cannot

not

to eligible

the

public.

Those them
the

who
to

smile

in

the face of defeat the

are

find it beneath
as cordiality

greet the urchin of

on

alleywith the same a positivehindrance

to

banker

the

avenue

to

smile, learn
and
a

be decent

the progress of any firm. and noble to and generous burdens

return

Learn

to

everybody,

the world

with its favors and

to

and

troubles will make

beaten

path

your

door

and

encouraged and inspired.

REQUIREMENTS
Fifth. He should be

OF

CORRESPONDENT sensible

11

guided by

fidence. degree of self-conof

Unless he believes in himself,not

to the extent

getting
to

enlargement of
that of

the

cranium, which

is

an

awful

disease, but

make to pass, others that he can things come impressing off. Moreover, he soon resembles a cipher with the rim knocked in his employer, and the a correspondent must believe implicitly else his product will bring dishonor to him and or goods he sells, to those he is expectedto influence. injustice

Sixth. enthusiasm

He

should

be

that enriches the track may

silently upon
but it

of the kind of livingembodiment and inspires.A great engine standing represent the genius of a hundred men,
a

its wheels. steam to move What is to one steam requires is to a man. of mechanism, enthusiasm of these ponderous pieces it's the vital spark the Alpha and the It's the drivingpower, Omega of all worth-while achievement. The best way to make a correspondent enthusiastic is to let in the various manufacturing brief apprenticeship him serve a as no man departments before he writes any letters, can impart
"

to

another
a

what

he does
our

not
new

know

himself.

In

our

business
we

we

conduct them

school for

in correspondents,

which

teach

while for those who have taken up company's policy, hold meetings every actual work two have we weeks, when we written examinations, talks by buyers and heads of departments, review of the results shown or a by our readers. Outside of the methods to get our alreadymentioned we try in so far as possible correspondents acquainted with the qualityof our products by homes. Our plan of education prevents using them in their own the sendingout of senseless and indifferent letters, althoughthere still times when we fail to hit the bull's-eye.A short time ago are while examining the letters of one of our I found that men, young of his answers to a coffee complaint practically one agreed with that it was the customer's statement no good. I sent for the the
young
man was

and told him

that I did him

not

believe he liked

our

coffee.

He

said I

right.

that his mother

why, only to receive the answer had used it about a year previous with such poor
left it alone
ever

I asked

results that she had

since.

I then

asked

him

if

12

HOW

TO

WRITE

BUSINESS

LETTER

the'coffee was at fault. positive "Yes, sir,"he answered most adding that his mother was emphatically, an expert in preparing coffee. That night the young took another home man can with the suggestionthat his mother careful subject it to a more Two test. fine. On days later he reported that the results were the strength of his report he was given an opportunity to write he
were

another

the letterjon

same

complaint.
what he

The

difference
was

was a

like

that between

daylight and darkness.

he did not
on
a

His first letter

was

huge
as

joke because
such it was from him

know

about, talking
His

and

par

with thousands

of other letters sent second

out

daily

business offices all over credit because the

this country.

letter did

knowledge he had acquiredof our coffee by test enabled him to write in a way subjectingit to an intelligent that would convince and enthuse any person susceptible to reason. Seventh. He should be a diligent student of human nature.
To

understand

human

nature;

to

be able to read

men,

their moods,

their temperaments, their intensity; to discover their vanity, their their likes and dislikes, vulnerable points, are sary every bit as necesto the
man

who and

seeks to
canvas are

serve

the

publicadvantageouslyas
of
to

paint and brush Eighth. He

times it will not The world
man

to the artist. power

must

have of

the

be out

place for
from
man

him

and at imagination, do a littledreaming. of his

own

who

can

get away

the boundaries
can

little

into the world

of the other broad

letters that will be

to finish.

big and

and

be relied upon to write in spirit from start gracious definite idea of his individual often that if they
were

Ninth. influence.

He

should have
men

very too

Many

say

much

only

like their neighbor,for example,they would perform deeds gifted of wisdom that would make their fellows look and dispensepearls with envy. them My business brother, have you ever upon of jealousy, that there stopped to think, in your wasted moments of us just alike? Have two ever are no thought of what a you monotonous placethis earth of ours would be if we all had equal looked upon verse unijthis ability? As a matter of fact, nobody ever will ever it again as from your no one see point of view
"

REQUIREMENTS
you your

OF

CORRESPOXDEXT lifefor you,

13

behold
senses,

it
or

now.

None

can

live your
your

with perceive

walk

in precisely

raise your crook your littlefinger or that has not been done and that no

footprints.Every time you foot you are doing something do for you. Every one can
from
never

thought and act differentiates you There is nobody just like you, there
be. It follows,then, that you work that has been put into your mind The
as are

the
was,
one

rest

of mankind.
never
can man

there who

will
do

the

only
as a

the

hands

business

for your

own

to direct.

poorest, the weakest, has his place in the scheme

well
as

of

tion, creacame

the richest and

you

the strongest. When

you

into the world

more

fortunate
or

took your place. You may exchange it for a point of vantage, you may eventuallyseek a lower circumstances
or

level
But

untoward

may

thrust

you

down
your

to

it.

in elevation
to

duty
a

depression you manfully in acquit yourself

company

cannot your

escape

bounden
are one same

station.

You

of

vast

marching
you

with

faces

set resolutely

in the

direction,but instead of losing your

that passes
are

independence, with each day

and
more own

becoming

more

your

own

master,

having
and
most

to

do your own useful purpose.

work, living your

individual

life to the fullest

If this that

describes rightly when we pull and of

our

work

lines there is nothing that

betterment

lows it folresponsibility, and consistent together along sane cannot we accomplishfor the
says rays

is the secret of would

humanity. Emerson strength." The sun's

that

"

"Concentration

iffocused and harnessed ness busi-

So it is with furnish lightand power for the world. We have much individual strength which we are men.

in

some
we

quarters

that

splendidadvantage, but we are might because a selfish ambition keeps us is actuallyhis brother's keeper. that man
to up to the absolute

not

using doing all

standing undermoment

from The
our

we

measure

truth of that doctrine

ences differsouth

and will be

difficultieswill disappear; east, west, north

into one,

and

merged
that may

and

we

shall march

forth

as

united army

with
cause

sufficient power
engage

and
our

strength to triumph
attention.

in any

legitimate

14

HOW Tenth. He

TO

WRITE have
seem

BUSINESS his every move to believe when

LETTER dominated

should
men

by
to
pose com-

helpful spirit.Few
a

they
and

start

letter that it must

be

truly helpfulfrom
an

start

to

finish.
to

The have

average

letter writer gets

idea at 8:30 the

on

then

seeks
at
was

whipped into shape to convert Gerald Stanley Lee in his admirable book
it he said that
"
"

multitude "Crowds"

9:30.

right
was

when
in
a

Christ

was

crucified because
every

the crowd

hurry." The
what value

publicis being crucified

craves

modern
no

commercialism
may to

the shekels and in the

day because our these in a hurry,

no

matter

happen
person

permanent
idea of from credit
to

it unless it is

operation. A letter has written deliberately, with

To

the

helpingthe
some

addressed.
can

get

an

order

for

thing some-

person
one

who

illafford the

the To

who

gets it unless the

is of no expenditure purchase confers a real

benefit. stand all

influence

somebody else

to do

this

or

that

and

then

is puffed up asking others to behold your achievement miles from hundred a being creditable unless the performance contribution to real character. actually represents a signal

Transcriber
The
will take

real transcriber is the

a

one

with

good

common

sense

"

who

personalpride in every word she transcribes who but who will examine the will not write blindlyor thoughtlessly, the sense of the letter as she proceedsto find out if it expresses the transcriber of our best and largest dictator. In many offices,
"

She is looked upon if any, encouragement. receives little, as an ordinary machine and very properlyperformsher work with that
A transcriber should be educated to use constantlyin mind. Her her head along with her hands. salary should be regulated she puts into of her work and the thought and spirit by the quality

idea

it.

When
her

she works

give
and

plenty of

instead of a machine, genuinewoman, latitude dignity into her position put some like
a
"

reliance in her

as

an

individual.

Make

her

personage

of

account, your most valued assistant. No accept from correspondentshould ever letter

transcriber

containing blots,erasures,

or

interlineations.

Every letter

THE

TRANSCRIBER'S be clean from

to
a

RESPONSIBILITY
to finish and

15

she writes should

monument

start

stand

as

tinct dis-

thorough worker with a personalinterest in or everything she does. Every time a poorly-written badlyletter is and the dictator does himself signed, accepted punctuated
an

and deprives the injustice

transcriber of needed TOWARD

discipline.
A no

THE

TRANSCRIBER'S

RESPONSIBILITY

LETTER

Quite frequently a transcriber believes she has

toward otherwise.

ity responsibil-

letter except to write it in some a style, haphazard or is she has a duty far beyond The truth of the matter
an

apologetic fashion. that the composition It is for her to understand if one and appearance of a letter go hand in hand; is neglected there will be a tendency to ignore the other. She should master the intricacies of composition and discipline her mind in all that bears on correctness The dictator gives her the and appearance.
she givesit letter, house weak
to the other
man

will be filledin that; unless she realizes it,her position

and

the other

man

judges a
and will order

by its letters. If they are in presentation, it is right to

same

slovenly in
conclude
one

appearance
an

that

receive the

attention.

The
a

care

to personal gives ance appear-

should be it will be
a

applied to

that when letter, so

it leaves the office

of a great house, fit to win representative favor anywhere. Quality in a letter should be given preference criterion to say of a transcriber that to everything else. It is no hundred she transcribes one hundred or one and twenty-five letters daily. Every transcriber ought to transcribe in proportion to her ability, than she can but never do neatly and thoroughly. more any Work done carelessly that is must be done today means creditable
over

tomorrow.

UNCONSCIOUS The into

a

OPPORTUNITY
a

TO

BE

NON-PROGRESSIVE
in

greater part of
of

transcriber's the words

to

consists position of
someone

putting
She has

condition presentable
a

else. of
a

the best kind

chance

Unfortunately, that
that stage because
on responsibility

is what

develop into a sort she ordinarily does.

not

machine. reaches entire

She the

she does

think.

She

throws

the dictator,with

the apparent

belief that she

16

HOW

TO

WRITE

BUSINESS

LETTER

is

one a

of the parts of the

but

pieceof
of

typewriter. The A complicated mechanism.

mechanism,
but of
is
a

typewriteris nothing
transcriber is also
an

embodiment

much

finer character.

Her

part in the commercial

and

crease important. She can easilyinher importanceby divorcingherself from machine methods

world

thinkingabout the work allotted to her, and while a letter being transcribed,examine it to see if there is actuallyany sense
in it. Oftentimes
a are

is

expressionsthat
her work. The

correspondent becomes absolutely senseless.

inaccuracies if

confused
A

and

dictates
criber trans-

wide-awake

will detect such broad Between

a

thought is applied to rigid reminder a correspondent will appreciate

the transcriber and

of such should
a on

errors.

exist

bond

of mutual
a

correspondent there helpfulness.Co-operationof such

nature

will

produce

finished

product that
as

will reflect credit the firm.

up
a

the individual
your

efforts of both,

it will upon
to

Think
so

about

work; think about

out to the best

the way

shape
about

letter
what

its
stitutes con-

parts will stand

advantage; think about

good
think about the of
a same

sense

in

an

think expression;

the firm's

and the person to whom are writing, you degreeof enthusiasm that should characterize the efforts

policy; try to apply

high-gradecorrespondent.
MISTAKEN
It is absurd

UNDERSTANDING
to say

OF

AN

EFFECTIVE
success

LETTER
a

that the ultimate what

of

transcriber's

position depends entirely upon

and

firsta punctuation. Any one of correspondence class transcriber should study the principles

know about she may is anxious to be who

ization capital-

from

to

Z.

You

will

never

be
know in
a

in the best way

You

cannot

unless you detect an error You if you

is more,
can
never

letter a capable of transcribing what constitutes a good letter.

to look for it.

mere

where letter if you do not know expect to be much of anythingbut a

your
a

machine

do

not

look upon

work

as

something

which brains.

but not requires only a typewriter

liberal

of application able to

What

if you

have

broad

knowledge of the

of principles

successful but much

letter-writing you
more

will not

only be

do better work

of it.

HOW

TO

WRITE

A^BUSINESS Spelling

LETTER

17

Bad

is one spelling

of the
so

most

marked

deficiencies in clerical

there is no cheap and so accessible, for one who excuse fully-composed habitually misspells.A well-written, carefor nothing if even small part of it letter counts a is misspelled.When letter,never a constructing guess at the of any word. Whenever consult the dictionary exists, a doubt spelling to assure so as yourselfthat every word is absolutely

help.

With

dictionaries

correct.

Thomas

Jefferson,in
says:

one

of his admirable

letters to his

daughter Martha,
"Take before you
care

that

you

never

spella

a word, consider how remember, turn to the dictionary.It well." lady or gentleman to spell

write

word Always wrong. it is spelt. If you don't

a

produces great praiseto

the

Lord

Chesterfield,a
son as

noted

authority in

politeworld,
sense

writes to his "I

must

follows: that

the true letters for of so or a man absolutely necessary false spelling endless ridicule fix one upon may rest of his life." tell you

orthography in

of the for the into the

word that

is

gentleman

him

Up
courts

in

Michigan

an

estate

of $100,000

was

thrown

He willed the bulk a word. misspelled of his money for indigent He spelled it "indigto a home women. nant." His maiden aunts fought so hard that the latter adjective fitted them perfectly.The court held that the spelling clouded so the meaning of the will that the aunts were entitled to a share of the testator the estate.

because

make such errors in their spellfrequently ing condition. Be very careful to leave a letter in a pitiable as about your spelling.Also, be careful about guessing at statements, the plan many last resort when notes not plain, are or use a as dictation in phonograph is not clear. Dictators often receive letters mangled beyond recognition because the transcriber has of what the dictathe sense tor applieda distant meaning and spoiled intended to convey. This again emphasizes the necessity of being familiar with the vital elements of correct expression.You not to hazard opinions are not fully understood. on a proposition

Many

transcribers

18

HOW

TO

WRITE
be

BUSINESS

LETTER

If you do proceed intelligently. what to say or what to do, stop and ask questions. A If you never eastward. gets west by proceeding directly person in the habit of permitting meaningless expressions are to go by of doing your need work unnoticed, your methods disciplining.
to
"

It is your not know

duty

right

to

that you were the wrong on road, but Turn around and go the other way, are. thus making your you work count for something permanent and substantial.
may
not

You

have

known

USE

AND

ABUSE

OF

WORDS

the derivation, Every transcriber should study,in so far as possible, of words. Words to either a dictator meaning and application transcriber are like paint and brush in the hands of an artist, or a but useless without the knowledge to apply them. Hundreds of

peoplehave largevocabularies,but do not how to advantage. This shows necessary

the of spelling
a

know

how

to

use

them

it is when

mastering
putting

word

to become

familiar with

its definition and is like

correct poor

application. Every word

into
a

improperlyused

material

foundation.

Paper and
The
paper
next

Printing
of
a a

in line in the

making
paper

distinctive letter is the

and

printing. Cheap

envelopesare indicative of a unfavorable create an invariably

are

correspondinggrade of cheap house. They retard sales and

and

impression; and

because

they

not

conducive

to

good
out

results is of its

desire to get the most careful to White because

paper,
use

just why every firm with a letter-writing should be scrupulously

and

only the
or

best paper

obtainable. envelopes above all others

linen

otherwise, is recommended

it combines

quality, dignityand individuality.Closely

is the printingand lithographing, associated with the paper which if neglected will destroy the purpose of the letter and overdone or

make

the firm back To

of it

an

object of ridicule.

forestall any

such

thing,how

should

letter-head

be

prepared?

20

HOW

TO

WRITE

BUSINESS

LETTER

deserve to be treated should made

His criticisms, even seriously. with the utmost

be in
a

always be answered by him should all

that you
are

though brutal, courtesy. The points

he will be
vinced con-

covered
nor

detail, so
man

not

dodger

who

gives his

time

and

energy

In

the

grudgingly. of complaints,the case

much of the
success

correct

handling of

which

determines
in
a

general way

actual

they of trouble; (2) inability

cases

of any business,you will find that resolve themselves into two classes (1)
"

customer

to

use

an

gently. article intelli-

Trouble

deserve The

thorough and
letters

liberal proposal for immediate

upon

adjustment.

bearing

them

should

be

and courteous, but strictly clear,short, sympathetic, to the point. A man be helped out of it quickly. Quite who is in trouble must the

oppositeis
a

the

case

where

it becomes able to

necessary
use

educate of you

customer

who

hasn't been

patiently somethingbought
to
a

because

of its complications.He

is entitled to

technical

and last,but not togetherwith detailed instructions, description, least by any means, him to write that you want to an assurance again provided he has any further trouble. You could not do to such a man in a short letter. justice The art of writing brief letter should be rigidly cultivated, a but if brevityis overdone, the finished product is sure to be curt and inexpressive. The result is an offended or dissatisfiedcustomer, and
to
a man or

woman

in that frame than

any

of mind animal

can

do has

more

harm been

the

square

inch

other

that

ever

brought into captivity.

Courtesy
Courtesy in either
a

written
a

or

verbal transaction

draws

men

together quickly.
I
me a

of mutual respect and contributes feeling ties. difficulmuch to the rightadjustment of the very worst recall that only a short time ago a correspondent brought It creates
a

letter from made

up

customer,

had

his mind

read it to me, and then added that he the writer's head. to heap coals of fire upon

COURTESY I told him would

to
me

21

to

put the letter aside until morning, when

over. course

the storm
returned

probably pass again. This

If not, the letter

was

was no

to be
man

advised

because

authority to write a letter when he feels like a is usually born when the animal, and not the man, is in is what is responsible for a good share of evidence, and discourtesy business entanglements. Surely, it will not be an exaggeraour tion and ingratitude much to say that discourtesy too common are civilization we ing travelnowadays, and to the shame of modern are fast that often the finer things of life are trampled in the so
dust.
But

has any wild animal. courtesy Dis-

of regardless that the

are no

the

speedy demands
so

of the times the fact

one

stillremains

life is

rich

as

the

that contributes and He

something to
consideration
who

happinessof
the bulwarks

another.

Courtesy, kindness
sane

of safe and

business.
same
a

the

preachesa doctrine to the contrary is in misguided individual who sold out poor
A

the for

class with
mess

mere

of

pottage.

genuine letter represents conversation at a distance a The nature. pleasantries passing revelation of human usually with a man to personalcontact be appliedwith applicable may equalforce in a letter. It is true we do not say as much in a letter, is the same. but, nevertheless,the principle Slang of the decent kind such as occasionally givesease and life to an expressionmay be used to advantage,while that of the alley and bar-room type should be studiously avoided, as should all of the other reckless sayings that smack of the street. Another thing to omit is sarcasm.
"

Some

wise

man

has defined this

as

the

"devil's dialect."

It is certain that any man certain devilish instincts.

do through a letter,

guiltyof writinga sarcastic letter has

When talk to your it kindly, do it friendly, when so
you want
to
tomer cus-

the acted

letter is finished you will feel good all over because you the part of a gentleman in all that the word expresses. If
sure an

have

order is delayed or
your

mistake

made

(and such thingsare

cause

to

inconvenience
say

customer),tell him the honest

at your

of

it all and

with all the frankness

An

heartily sorry.

honorable

that you are letter devoid of smartness, in which

command

22

HOW

TO other

WRITE

BUSINESS

LETTER

you

give the

man

square

deal, will produce gain for you

Be frank in your letters.

instead

of loss and

antagonism.

Say

and no more. When write, put self in just what you mean you the background and the customer in the foreground. Give his interests precedence over else. Favor him even everything though it may hurt your pride and take an awful crimp in some of your narrow opinions as to what constitutes real justice. Don't imagine,
as

many

peanut
edition for that instead

minds of
reason

do, that
business

letter should
is
a

resemble

an

abbreviated
game

"Puck."

Business

mighty
be

serious

and

letters should

filled with

funny stories and antiquatedjokes. The same warning is applicableto cleverness,which is too often used believe that the parading of their by writers who unfortunately is preferable smartness and directness. to sincerity own "The clever advertisement be and generally is the poor may
advertisement. arises from
but It is pretty, it is attractive,

brass

tacks

of

its title to notice from the fact that of the

the fact that it is a work

of art,

not

it impressesthe idea of the

reader.

thingadvertised

upon

the mind

"So
are

the 'clever' catch

phrases of 'Sunny Jim'

the minds

and

his

ophy philos"

deeply impressed upon

not

of his readers

the

merchandise "The

at

all.
come

'smile that won't

in the minds off',

as

of the

is as far away from the advertisement.

"It

Quaker

Oats

if it had

not been

public, printed upon

the kind of

is

mistake, I believe,to placeany

value

on

produces a thought,that sinks deep into the mind, but in sinkingdeep, does not draw with it a strong impression of the goods advertised. If one "And with a speakerwhen addressingan audience. so he usually remembers the speaker for some 'clever' peculiarity, the forgetsthe subjectupon which he spoke,but if he remembers not whether thought the speaker endeavored to convey, it matters he remembers the speaker, as the thought is the thing to remember.
"The

cleverness that

salesman, too,

very

often

his impresses

own

cleverness

COURTESY the trade, and

23

upon

"The

chandise they not only forgethis house and his merbut forgetto buy from him. is the thing in salesmanship." thought of the merchandise

Clearness
In
is not
over a

thousand

and

one

cases,
can

the

of the intelligence
to

customer

equal to
his head,

yours.
or

You
can

write
a

him

and

shoot

directly
him
see

you

write in

way

that will make

want

you

have

something for
man

him

and that you

to

him wise

as

customer.

The

latter is the sensible

to

course

pursue.

correspondent
to

studies the
answer.

whom

he is

writing from

the letter he is

He

selects his
age,
sex

the customer's of pretty stock

comers

to phraseology in so far as possible He doesn't invent and intelligence.

meet
a

lot

without

paragraphs,and ever stopping to

Smith,
this
even
see

then
think

apply
that

the

same

dose

to

all

the medicine
cases
were

good for
identical.

Jones

might

kill
to

though the

If you want the same on

persons

pointstillfurther,take
sure

two

letters bearing the

subject. Both
are

letters will be different because

to

them writing

be different in

and temperability ament.

to them

If persons are also be different. Men

the letters written different,

are

should

when they are singled out from pleased of the crowd and treated individually, yet with a full application the firm's generalpolicy. The best letter results from using only the simplestwords, preferably those of one having aptness syllable, and plenty of real life. Don't use phrases,sentences, or of double meaning, words or expressions susceptible quotations from foreign of speech" or high-soundlanguages,fancy "figures ing words of doubtful meaning. said that Solomon Words fitly once spoken are like apples of gold in pictures of silver." Solomon knew what he was talking His wisdom about. was good hundreds of years ago, and, peculiar
"
"

as

it may

seem,

its value has

or an

not

diminished

correspondent
for

advertising man
build
or
"

with the years. To a words instruments are

attract
or

good

or

evil.

They

destroy they

repel.

24

HOW

TO

WRITE

BUSINESS

LETTER

than anything else because repelling of us insist upon of too many using words that the greater number One wrote customer us recentlyand people do not understand. in the sentence "Your meant asked what we by "remittance" is insufficient." We remittance immediately changed it to "You didn't send us enough money." Another asked for the meaning of the word "reverse," and on the strength of this we the reverse side of this sheet" on changed "Write your answer
more
" "

Unfortunately,they do

"

"

to

"

"Write

your

answer

on

the other side of this sheet." of these revisions, which,

are a

You

will doubtless
way,
were

concede

that both

by,the

inspiredby
a

customers,

decided

More

of

similar character that

a

might

be cited but these

enough to prove simplicity.

Some of you

letter with the

punch

must

improvement. two are quite of be a picture

glad to

will not agree with this conclusion. However, I am emphasize it because a writer in "Printers' Ink" recently
a

simple. Did Christ ever teach men Did He shoot over when appealing to others? to be high browed when He delivered that memorable the heads of His congregation the Mount? Did He Sermon ever forget the needs of the on made such a thing possible? crowd, even though His personality His teachings? the higher critics been able to tear down Have
said that letter might be too

Indeed, they have

are

not.

The
ever,

utterances

of this matchless

man

stronger today than

in which

with

the result that the book

of

books

the greatest sellerand the His lifeis revealed is still of any other piece of literature. go to it for help,consolation or sympathy, with the
can

recognized peer
You
assurance
as

can

your

that you will not be disappointed. You instructor in all that is clear and wholesome

accept it

with

the

knowledge that the other

In

man

will
do
more

expression, comprehend your

than
to

in

message.

proof of
from

this I need Psalm:

not

quote

few sentences

the 23d

to He maketh "The Lord is my me Shepherd, I shall not want. still waters. beside the lie down in green pastures. He leadeth me in the paths of righteoussoul. He leadeth me He restoreth my ness for His name's sake. Yea, though I walk through the valley of the shadow of death, I will fear no evil, for thou art with me; rod and thy staff they comfort me." thy

CLEARNESS in that wonderful tells

a

25

Every
interest. One the other of

sentence

psalm

and

every

sentence

prehensive plain and comstory throbbing with

is

other

man

who

has

taught us

the value Lincoln. wanted

of The

speaking in
battlefield
to

person'slanguage is Abraham
him all the

Gettysburggave

he inspiration

indulge a

Lincoln knew that he was spread eagle stuff. Yet Abraham speaking to a nation made up of all kinds and that his message would be of no avail unless he couched it in language that people lot of

everywhere,whether understand. readily

on

the farm, the

alleyor

the avenue,

could

Sincerity
An idea

quiteprevalentnowadays
need
way

among

men

who

pose

as verted con-

correspondentsis that all you

to
our

do to get the other fellow

tickle him with a thinkingis to constantly sincere goodly supply of fancy bait put out in the form of pretty but inOf such a man it can sentences. be aptly said in no uncertain that he is You cannot playinga losing way game. compose
a

of

masterful

letter with

the power

to

produce the kind of results

fortified by sincerity strongly that praiseis to be mean does it
even

that endure and banished the

unless your thoughts are truthfulness. This does not from the business

letter, nor

intimate
ever

that

kindly word of sympathy or encouragement It simply suggests that whatever you

may

is

gotten. to be forto

say

the

man
"

who
an

be 500

miles distant should

be

an

earnest you

heart throb

honest, manly expression of just how

what In
a

feel towards

him

and

you

can a

and

will do for him.

never

word,

letter is

at its best unless it manifests

an

human intensely

interest in those to whom of

it is addressed. mummified that is

Put

people instead
good results.
do

or meaninglessgeneralities

sions expres-

to the front and

you

will be of

on

the road this

paved with

By

way

emphasizing

anything better than to quote from a Cottingham, President of the Sherwin-Williams

thought I cannot timely article by Mr.

Co.:

26

HOW

TO

WRITE

BUSINESS

LETTER
the
it's

"The
we

is the human great factor in selling sell. The

must

factor,and

not

things

who
must

buy
many

things course; people the things, and therefore it's people whom we interest and deal with in getting rid of things.
be of right, but and
use

"Too

business

men

are

to the people who thingsthey make, and not make the who and sell them, the peoplewho them, use people them. It's not make that life it's It's not things people. that make business, it's people people with red blood in things their veins, men and women and aims with hearts and feelings and ambitions and women to encouragement men susceptible and sympathy and training and discipline.
"

paying too much enough attention

attention to the

"

"

"The human

sales

thingsand

department must people. It must

recognizethis
understand the

difference

between

factor.

It touches all sides of the

of the importance sales proposition."

Sentiment

Frequently we
if there is or

wonder, in the midst of

our

strenuous

ties, activi-

convinced Those of

should be any sentiment in business. Some have will be. themselves that there is not and perhaps never who have had much

experiencein dealing with the public at large through correspondence have long since learned that a letter without sentiment is like a man without feeling. It's but not a reality.Sentiment brings us closer to the other a poser It helps us to get his viewpoint, to to respond cheerfully man. his needs, to sympathize with him when in difficulty. It sheds a
us

influence over when us quieting the ignorant. It strengthensus

we

are

when broader

disposed to find fault with with temptation, struggling

and
better

and, all together,it makes

any

us

and

biggerfor

and

all of

our

duties.

It must Never
or

be

should

and discrimination. applied in letters with sense of dignity it be permitted to overstep the bounds
one.

get the better of

That

you

may
a

better
customer

understand
has
sent

its
you

force for good, suppose

an

you

imagine that
of business

exceptionally largevolume
he deserve
to
a

during a
Yes, but
warm

certain period.
not

Doesn't of

be commended?
in
a

in the form

stingy "thank

you," but rather

letter of personal

28

HOW have
a

TO

WRITE

BUSINESS

LETTER

We The An

taken the matter

up

with R. R. Co., askingthem

to trace.

to start

tracer.

R. R. Co. will be asked order has been entered and

rocker will be
at
once.

shipped.

A rocker will be

shippedto

you

All goods are carefully inspectedbefore theyleave the and we think the damage occurred in transit. The Your An We The We

factory,

damage
order

must

have

been
we

caused

by

an

accident
to

in transit.

was

entered and

order has been

cannot account

entered for for the

will arrange hall seat.

as our

etc. ship,

error,

records

show

that the

order

was

entered
was

order

correctly. entered correctly.

wish to

Just go We

terms. our explain ahead and explainthem.

Never

mind

the

preliminaries.

ask you to signenclosed order blank. Please signenclosed order blank. here with all chargespaid. here

Shipped from Shipped from

An

chargesprepaid.
wish to adjust as we greatly appreciated also sending the missinggoods satisfaction,

earlyanswer

will be

this matter to your without additional expense to you. As we wish to adjust this matter an satisfactorily will be appreciated. So So Our Our
We

early answer
records of

balance we may this transaction.

we

your

account

in full and

close

our

may

balance

your

account.

records,here in Rochester,show.
records show.

deeply regret.
regret.

We

SUPERFLUOUS
You You We
We

EXPRESSIONS

WITH

REVISIONS

29

are

welcome

to

keep these.

may

keep these.
you.

thank heartily thank

you.

We
We

will reimburse will reimburse

accounts

you

for any for any you

reason

overcharge you overcharge.

we

were

to obliged

pay.

Which Which We

for the
we are

were

unable

to

locate,etc.

shows

why

unable

to locate.

preferto replacethe goods, although the chargeswill

rather than have you remittance. deduct
a

certain amount have

be excessive, from your ducted de-

We

preferto replacethe goods

from
your

rather than

their value

remittance.
a

Although
is
none

you

report
not

in the existing

shortageof one box of stain remover, July 17th shipment because the
did not call for any stain remover,

there order of

July 9th did

Your
was

call for it.

so none

order of

July 9th shipped.

According to our We shipped.

We
trust

records

we

shipped.

in We

error

have returned the table which you to the Railroad Company.

you

was

delivered to you

trust
are

have

returned

the table to the

station. freight

If you

record of the box and the agent definite information, please ask that he give you any endorse your freight of the shortage. bill with a statement If you are unable to find your box of tinware, please have the agent endorse the shortage bill. on freight your
cannot

unable

to locate any

You

receive the days, but if it has not have the agent elapsed, of the cabinet shortage should

should

music cabinet in the next week or ten reached destination after ten days have mark your paid freight bill covering the if it is itemized.

You

receive the cabinet in the next week or ten days. If not, pleasehave the agent endorse the shortage on freight your bill and send it to us.

30

HOW

TO

WRITE

BUSINESS

LETTER

We
We

are

now

enclosing.

enclose.
arrange to send.

Kindly

Please send. We

can

no

longerfurnish
we

them

at

present.

At present If the If the

cannot

furnish them. arrive before you arrive before you do not have occasion to leave town. leave town. record.

goods do goods do

not not

It is just possible that you

keep complete

It is possible you We We feel feel

sure

do

not

keep complete record.

to
sure

the order will then be all concerned. the order will then be
a

complete and giveentire satisfactory.

faction satis-

It is not

that likely

of misunderstanding
ever cause

concerning this order will

future. It is -not likelythat you

this kind that occurred in the inconvenience any inconvenience

will

ever

be put to such

again.
Return Return Return Return
to
to
us us

with together with

our

our

letter.

letter. it can it can in be

with this letter with this letter have

so so

properlycancelled.

be cancelled.

Arrangement
Your
To To

you

made

deductingfor missing goods

is satisfactory.

is

quitesatisfactory.
deduction for the
account account.

missinggoods
on our

balance balance will

your your

books.

We
We

and ship without extra charge to duplicate will duplicate without extra charge to you.

you.

SUPERFLUOUS
have

EXPRESSIONS
been

WITH

REVISIONS

31

Arrangements
No

now

made.

of this. The job of a correspondent is to tell a customer justwhat has been done in the fewest words possible. Preliminaries foreign to the real point are simply a waste of time and money.

point to

any

find. we Upon investigation

We

find.
are are

We
We

indeed
sorry.
as as

sorry.

As
As We

soon

this is in
we

our

we possession we

etc. will,

soon

receive this

will,etc.

are are

We

pleasedthat, etc. pleasedthat, etc.

very

Kindly mark
Please mark
We

the coat the

coat.

in your

possession.

We

packed and shippedyou. shippedto you.

It is indeed regretted. It is regretted.

We

would

thank
us

you

to send

us

B/L.

Please send

B/L.
in your possession. received.

If chair is not If chair is not

Please pack chair in your Please pack chair. You You

We
are

possession.

welcome do
so.

to

do

so.

may

wish the

Please take

bill taken freight the freight bill to

to

the freight agent.

the

freight agent.

32

HOW

TO

WRITE

BUSINESS

LETTER

Was
Was

sent sent.

forward.

Inasmuch As you We

as

you
not

have told

not
us.

told

us.

have

hope you will pardon Please pardon us.

Please accept
our

us.

apology for

any

annoyances.

Apologies are
should We We
In We
ever

for trivial matters. No such unnecessary be offered unless the trouble is very serious.
we

thing

find that

checked. actually

checked.

reviewing our records find the goods, etc.

careful

we

find the

goods, etc.

Upon
We

we investigation

find.

find. has been

This amount This amount On

taken
your

to

balance

in full your

account.

balances

account.

records. our carefully going over Then Simply state your conclusion. what
you
can
or

customer

will know

just

cannot

do for him.

At the present time At present

we

we

cannot

locate.

cannot

locate.
trust you

of this letter we Upon receipt of this letter" "Upon receipt couldn't do much
We
are was

will,etc.
the customer wanted. you

because what of anything until he knew

is unnecessary

pleasedto
sent.

advise you

that it was

sent.

It

WTe have
send

entered

your

order and

instructed the manufacturers

to send

to

you.

We

have

instructed

the manufacturers

you.

SUPERFLUOUS have entered

EXPRESSIONS order for

WITH

REVISIONS

33

We
A

an

locket to be sent

postpaid.

locket will be sent

are an entering

postpaid.
order and will send you

We We We

postpaid.

will send will take

tracer sent.

postpaid.
the matter
up

with

Railroad

Company
the R. R.

and

have

We

will have tracer the tracer.)

are are

sent.

(No

one

but

could

send

We We

sending you, sending you

an

by mail, under separate cover.

(The impliedmeaning pieceis going by the mail

of such

under separate cover. is that the other expression

route.)
If you
to prefer

send stamps

they will

be

acceptable.

Stamps
Accept
4th.

will also be
our

acceptable.

for your remittance of $5.19, received November This has been placed to your voice credit in settlement of indated August 2nd.
you

thanks

We of The The

thank

August

for your remittance 2nd in full.

of $5.19, which

pays

your

bill

goods ordered will be shipped at

once.

goods will be shippedat once. (You couldn't make of anything if it had not been ordered.)
have
return

shipment

We

received

the express

receipt you
the
return

sent

to

us

showing the
been
ceived. re-

shipment of, etc. receipt showing shipment

has

The

express

Through

an
an

on oversight
we oversight

our

part

we

failed to send, etc^

Through
The

failed to send.
our

football

was

received in

department. receiving
about any is whether of your
or

Customers concerned not are The thingthat interests them has been received.

departments.
returned article

not

34

HOW

TO

WRITE

BUSINESS

LETTER
of postage

We

will reimburse you find lie in stamps. of stamps

for the amount

and

enclosed

lie worth We We

to reimburse

you

for postage

are

enclosed.
you at
once.
a

have

the rug and are duplicated shippingit to shippingwill arrive hope the rug we are now
rug has been
prove

within

few few

days.
A
new

days and
We You We We
are

shipped. We hope satisfactory.

you,

it will arrive within

it to returning

and you

will find it enclosed.

will find it enclosed.

are

sending another
in

coat, 38

inch bust

measure,

which

you

request
have

exchange.
another coat, 38 inch bust
measure,

sent

in

exchange.

Will you kindly ask. Please ask. We We have

every
reason

to believe it will be.

believe it will be.

you

that the table which It is regretted that the table. It is regretted We We We

We

received.

regret to inform regret that

your

you

that your order order was delayed.

was

delayed.

advertise to furnish only sell only boys' and doubt

stockings. boys' and girls' stockings. girls'

this is clear to you. smitten that you were This expression might leave the impression after of a statement not quitesure were or that you on yourself making it. No Our We We
most

hearty thanks
you.

are

extended.

thank
are

an entering

order for another

mirror.

Another

mirror will be sent.

36

HOW
will

TO

WRITE

.BUSINESS
order.

LETTER

We
We

promptly proceed with

order

your

will fillyour

promptly.

It should

You
This We

possession by the time you receive this letter. should have it by the time you receive this letter. day
we are

be in your

entering your
your

order.

have

entered

order.

When When You You We We

As

the bill of the billof doubt

no

ladingis in your possession. ladingis received.

in

are

no

of possession
our

have

doubt

received

January 18th letter. January 18th letter.

our

guarantee the safe arrival of all goods

to

destination.

guarantee the safe arrival of all goods.

it requires $10.00 that
we

to pay

of $8.83 to your

for the goods and we credit,you can see from for the goods and
more. we

have the the above have

lent equivafigures

need $1.17

more.

As

it requires $10.00
to your

to pay

only $8.83

credit,we

need $1.17

Sign your Sign your

The

full personal signature.

name

in full.
trust

mirror

has been

The mirror been delivered.

finally shippedto you January 27th, and we placedin your possession. was shippedto you on January 27th, and we hope
was

it has

Through
your

an

oversighton

our

part the waist

to you
was

was

not

sent

with

order, but has been

an

mailed

separately.
sent

Through
but

oversight the waist

mailed
send

not

with

your

order,

has been
we

separately.
the music bag we enclosed in your
in stamps.
16c

Since

cannot

stamps which you enclosed is that amount

Since
we

returning the 16c in January 25th letter and

are

cannot you

stamps

the music bag we are enclosing the letter of January 25th. sent with your
send

in

SUPERFLUOUS

EXPRESSIONS have

WITH

REVISIONS

37

Up

to the

present time

we

not

as

yet received

any

tion. informa-

Up
An A

to

the present time

we

have

not

received any

information.

urgent
tracer

tracer

has been
sent.

sent.

has been

This day we are entering your will arrive in due time. We have entered your will arrive soon.

order for the thermometer

which

order for the thermometer, which

we

hope

Please take

of possession

this

package.

Please accept this

package.
wrote you you.

On On

January 24th January 24th

we

askingyou.

we

asked

sent you The mistake whereby a statement was statingthat your 8th account whereas December received a was we unpaid, remittance of $10.00 in settlement of it January 15th, is very much regretted.

Our

mistake in account, which

for your sendingyou a statement is very 15th, was paidon January

8th December much regretted.

In the future do not

return

anything which
without

is damaged
first

or

ive defect-

received in your instructions.

future orders

our receiving

In the future pleasedo not return written us for instructions.

anything to

us

until you

have

We We

would would If you

say. state.
are

sure

around

have somethingto say, just say it. Beating the bush takes allthe ginger out of a real message.
you

38

HOW

TO

WRITE

BUSINESS

LETTER

We

beg beg

to say. to inform you.

We

These

might
to

beg
must

right for the common tramp live,but not for the up-to-date business

be

all

who
man

must

who

sell to live.

Enclosed

herewith.
means

Herewith
no

the

same

as

"enclose," hence

of repetition

meaning.
to

We

beg
"We

acknowledge receipt. acknowledge"

is sufficient.

is unnecessary. You could not hadn't been received.

"receipt" acknowledge anything that

To

add

the word

At the present time. At present tellsthe We have

Of
same
so thing,

leave out

"

the

"

and

"

time."

our investigated

books

and find,etc.

else you could not reach have investigated, or It is always best to state a thing conclusion. accurate an instead of weakening it by one more or naries prelimidefinitely that do not mean anything.
course

you

Enclosed

pleasefind.

The word "please" is out of place. To say, "Enclosed find check for $2.00, for which please send," would be correct it brings the word "please" in its right relation to the as
matter. subject

We

shall be

pleasedto
can

receive your

further patronage.
term

Patronage
"favors"
means

hardly be called a commercial letter. best it is too big for a business

in
to "patronage,"as preference
more.

and
the

at the

Use

word

it is simpler and

Allow Permit

us

to
us

explain.
you.

to advise

SUPERFLUOUS
Will you

EXPRESSIONS
if we

WITH call your

REVISIONS attention to.

39

pardon us

venture

to

If such

then it is somewhat are expressions proper, in the explanation and state request permission

in order to write one letter. It would be more if dare explainsomething to him, ask your customer you it with after you have his perthe following explanation mission. The good correspondent goes ahead and does is his explainingwith the knowledge that the other man his explanationsand everything else busy, therefore wants delivered to him by the shortest route possible.
We

absurd to the same letter and

enclose herewith further favors. Put

an

order

blank,

as

and requested,

await your

the attendant elements of a sentence thus first, part of the letter logical. To illustrate: every enclose
an

making

As

we requested,

order blank

and

await

your

further

favors.

Complying
We

with your

request, we

are

glad to send.

regret

to

learn of the shortage in your

shipment,etc.

No,

do not regret the knowledge of the shortage, but you rather the shortage itself. You should always be glad to learn of anything that is wrong customers. your among

You

ordered your products on a sheet of writing and paper, that the listbe submitted of order we on our one prefer regular sheets.
A

have

business of any kind couldn't run who cares whether so very much on a or pieceof wrapper paper

long without orders, bonafide order comes in the outside or inside of a it It would, of sack, so long as actually comes. paper be more convenient to all if the order came on a course, order sheet, and for the sake of getting your cusregular tomer in this particular, to co-operate with you might you offer a suggestion like that which follows:
very
a

"We
to

gain from your recent order that we have failed of late order blanks, so we keep you supplied with our regular
sent
as

have
of

you you

them,

The number, under separate cover. use will be of assistance can understand, readily

to both

of us."

40

HOW

TO

WRITE

BUSINESS

LETTER

We

have

your

favor of the 24th, contents

of which

have

been

fully care-

noted.

Probably there
in business been it.

is

nothing
as

so

often
nonsense

repeated

letters

this

carefullynoted."
All
we

Nobody
it has
result
we a

advantage about "contents having for can explain the reason

to
no

know

is that
as

been

an

heirloom
to

among
use

business
without

letters and
any

have

continued

it of

The thought as to its meaning. it will improve the beginning of a letter and the remainder. to be watchful help one over

omission

incidentally

The

most

comprehensive
and The
a

letter is the
are

one

wherein and

elaborate the

acknowledgments

introductions

tabooed

subject
of
tomer cusman

approached quickly. some silly apology or

has been
who
wants
a

day of reaching the subjectby

a

means

request for
to

permission to
locker. somewhere

write

the the

consigned

Davy

Jones'

Today

letter that will get him

puts the primary

points in the earlyparagraphs and then ranks the secondary points

according
observance
man

to

their

importance
a

in

succeeding paragraphs. The

the attention of the other have
to

of such
soon a as mass

method

captures

just as
he needs

because he gets the letter, of

he doesn't

wade

through
to
we

meaningless material
Now,
to at

to reach
we our

the information

and

deserves.
man

assuming that
to read

have

found

way

get the other

least start

how letter,
"

shall him
us

proceed in
as we our

order to hold his attention

to create

to the end
to

to

make about

think and

do;

in him

desire
a

learn

more

products. First, try

man

to form

picturein
to

your

mind's

eye

of the

you

are

addressing. Second, try

which he works idea
man,
or

appreciate
dislikes. he is
or

the local conditions

under
a

conducts

his business.

Third, try
where
when he
you

to

get

fairlyaccurate
that there is
no

of his likes and

no

Fourth, remember lives,who

have

matter

who

is not

to susceptible

the
man

rightappeal. Fifth,
and
his local situation,

finished the

study of
man

your
man.

talk to him

sensiblyas

to

Don't

write

to

him.

HOW

TO

WRITE

BUSINESS

LETTER

41

Headings
The which
average

business letter is written

to

makes If

it unnecessary

write

letter-head, printed anything in the headingexcept

on a

the date. middle from

plainpaper

is
an

used, the heading should begin in the

allowance
of about
one

of the sheet, with

inch margin

the top. If ruled paper is used, the heading should begin in the middle of the sheet on the first line. It may one, two occupy three lines, but
never more

or

than

three.
N.

[No. 1.] Batavia,

rM

Y., March
Ave.

12, 1915.
1915.

pi

48

Elmwood

Detroit, Mich., April 9,

Chicago University [No. 3.]

When
name

Chicago,111.
May
20, 1915. address
or

of

always give street largecity, where mail at beginning of letter, institution,

from writing
a

will reach

you.

Introductions
The
person
or

firstline of

an

of the introduction,consisting

name

of the
treme ex-

firm addressed, should

left side of sheet, while about Mr.

begin J^ to J^ of an each succeeding line

inch from should

be

dented in-

J^ inch

more.

William R. Heath 60 Soldiers Place Buffalo,N. Y. Enclosed find my to date. check for $300.00 in full payment of
count ac-

Messrs.

Ball " Puffer

Rochester, N. Y.
The toward Martin enclosed the draft for $1000.00
monument

McKinley

will cancel my subscription about to be erected in your city.

Coal Co.

Cleveland, Ohio
Please quote
F. delivery,
me

lowest priceson this city.

1000

tons

Stove

coal, quick

O. B.

cars,

42

HOW

TO

WRITE

BUSINESS

LETTER

Mr.

James Collord American Delivery Co. Chicago,111.

We

have

shipped

in your

care

100

cases

French

plateglass.

Bill of

ladingis enclosed.

Salutations
There is not much
to

be said about

these because

it is understood

by practically everybody that the salutations of business letters are limited as to admit of littlediscussion. so They have "Dear Sir" and "Gentlemen," but always been "Dear Madam,"
for the purpose of recommended that criminal
1st.

improving the letters of the future, it is here for this they be cut out entirely.The reasons
as

operation are
"Dear Madam"

follows: and
are

"Dear

Sir" haven't

the warmth

and

ringof
2d.

real life; they

decidedlystiffand formal.

What conversation. to personal They are not applicable is not appropriate in such a sense seldom is in a business letter, although it is true that not all the thingssaid in a conversation could be advisedly used in a letter. 3d.
customer to
a
"

The
as

omission would

of them face
an

makes
In

it

possibleto address the

you

to

face.
or or

man

who

givesyou
we

order

ordinarylife, your answer promises one would probably

"Mr.

be

"Mr.

Smith,

thank

you,"

Smith,

we

shall be

glad to
makes

A letter without the salutation also receive your order." material reduction in the stenographer's work. a A
person

4th.
more

who

asks
answer

questionor
than
a

states

concerned

about

the

lot

The there
are no

fancy

covers

of

catalog cut

is proposition of senseless preliminaries. small figureif a very

a

attractive offers inside. omission

are

5th.

Their

Salutations been dictated

in
"

tion. and distincgives a letter originality letters today solelybecause they have
and
custom

by

custom

is often

deficient in propriety.

44

HOW

TO

WRITE deem

BUSINESS it advisable
your

LETTER

Furthermore, if you
text

to

repeat the general

touches
"

the

that see previousletter, previous letter by using some of

a

introduction

upon

such expressionas

Aug. 25th, we wrote you as follows." "Our letter of Aug. 25th reads." "From letter of Aug. 25th, we quote." our Following these introductions repeat verbatim
"On

all necessary

parts of letter

to

which

reference is made.

Paragraphing
When
a new

subject is taken
the first sentence line below
and

is introduced, or a new division subject paragraph should be formed; up, a new

of

long
is,

that

of the

new

division should
sentence

begin

on

the next

the ending of the last

as

of the former

division,

twice

Make

the other lines. the edge of the paper as the ending of alllines in the body of the letter uniform; that
far from

is,have
divide
a

them
a

even

word
to

at

If necessary down the page. all the way to divide it only at syllables, the end of a line, using

hyphen

show

the division.

If in doubt

at

any

time

about

these

consult points, of taste

the dictionary, which

givesfull
is No
set

information
a generally
can

regarding the division of all words.

matter
on

Paragraphing

the part of the writer.

rules

be

that no two writers given for the guidance of any one, for the reason Some writers make paragraph an article in exactlythe same way. additional paragraphs for the sake of impressiveness; if this is division of paragraph should represent a particular the thought. Paragraphing enables the reader to grasp, easily, and makes reference to any part of the letter thoughts presented,

done, each

more

convenient.

General

Information

ing Every letter should be grammaticallycorrect, notwithstandWe all crave the loose magazine talk to the contrary. some

best, but

we

haven't
a

any

time

to

waste

on

man

who
some

about strenuously

synonym

and

then overlook

will argue ing strong sell-

point.

GENERAL

INFORMATION

45

In

arrangingthe
extreme

matter

throughout
If you
will be
space
more

letter,take pains to
a

avoid

compactness.
matter

write

full sheet with

or

the

the lines close together, the reader.

less confusing to

Plenty of white
sent out

is

spacing between
letters or those
at the bottom

paragraphs is
in sales
a

also

always advisable. Double in long helpful, particularly

Never

campaigns.
* #

crowd

matter

of

sheet.
* *

When If your

commencing
the second
manner:

second
to

sheet, always number

at

the sheet.

letter is addressed have

the American

pany, Manufacturing Comthe top in the left-hand

sheet numbered "A.

M.

corner

in this

Co., No.

2," and

so

on,
as

ing number-

each consecutively above.

additional
# * #

sheet in the form

#

indicated

Not
are

every

letter should be called

"your

favor."

Some

letters

some some complaints, inquiries, requests and others are just while plainletters. The letter which asks a priceis an inquiry, the one seekinginformation is a request. The one that tells you something is a favor. Call thingsby their rightnames.
# * * *

Different

persons

must

be
a

addressed
woman

A differently.

man

usually needs argument

means as

while

has to be shown

by such

samplesor pictures. Farmers like long letters. Women, would cremate. also,ifinterested will read longletters which a man
# -X- # *

Use
your

familiar expressions, characteristic of these do not

on

every-day Me.
or

In

of practice
If you

go too

far and

get familiar
Mr.

tious. facesome

insist has

stranger who
Esteemed

using salutations,do not written for a catalogas Dear

"

address

Johnson,

Friend, or Valued

Patron.
# * * #

As all letters should be very the word deservingof the most letter is "you,"
of "we" in
a

meaning
no

the

it stands to reason that personal, prominence throughout a good The constant customer. repetition
to

letter is of
can

interest

the customer.

His

concern

lies in what

you

do for him, not what you

have done for yourself.

46

HOW letter the in

TO

WRITE

BUSINESS

LETTER

The have

which of
a

rightsort
of the
man one

"you" stands out distinctlyis sure ring to it,because it will magnify the
receives it and but also show him.
case
"

to

portance imwas

who

him

that it

intended You
upon
to

for
are

no

in the universe

To
you

illustrate:
can

familiar

with the facts of the

be relied

adjust it all right.

can

You

understand

that

we

want

to

deal with

you

as

an

individual. You would have

probably done

the

same

thing under
when
you

like

circumstances.

You whole

will agree with us, we are situation squarely in the face.

* * * *

sure,

look

the

should repetitions in a letter once proposition Vain

be

eschewed.
A

is sufficient.

Clearly stating repetitionmeans

as

of the reader, as well the intelligence challenging

acknowledging

carelessness

or

of ignorance

the writer.
" * *

Contractions, such
used

as are

don't, doesn't,isn't,aren't, should

be

frequently. They
to
a

simple and
of

easilyunderstood.
and

They

impart
The of
a

letter

touch

every-day conversation
customer's
For
name

help to body

relieve it of

formality.
use

occasional

of the

in the

letter will
We

give it added
over us our

warmth.

example:
at

regret your
look advise

inconvenience, Mrs.

Johnson.

Please

samples, Mr.

Smith,

the earliest date

and possible We
to

have

of your selection. Mr. Adams, reviewed this matter at length,

you

in order

put the facts before

The

in detail.

if it touches inquiry, particularly of each subject at the give the name upon top of the paragraph dealing with it. This is reallythe logical to write any business letter. It is peculiarly adapted to long way letters. In certain letters it invariablyhelps to make necessary

best way to answer is to several subjects,

any

pointsconspicuous. It
lines of

also aids in
At

the disciplining

mind

along

concentration.

present, many

correspondents put

GENERAL in expressions
and

INFORMATION

47

the first paragraphwhich

If you

vice

versa.

know

that

whatever
no

outline your is to be said under

properly belongin the letters with subjects you

one

third will

head

should

be

put

rightthere and
If you

other

place.
* * #" *"

send

parts of it in your
are

booklet, touch briefly some meaty part or upon to inspire letter, so as a reading of it. There
wouldn't
pay any

many

men a

who

attention to

booklet

who

would

read

letter from

beginning to end.

testimonials give full names and addresses, reproducing togetherwith any other information that will impress the person addressed with your honesty and sincerity. Fac-similes of checks,

When

orders,letters, etc., are

game,

strong convincers

at

critical stage of the

or

and

those who

quite helpfulwhen dealing with the stubborn view every new thing with suspicion.
are
"* * * #

No
you

matter

how
sure

you

word
you

your not

or letter,

what
or

kind

of

style
make

cultivate,be

do

command

dictate.
Aim
to

Avoid

that might in any way offense. create everything letter a polite invitation or suggestion. your
" * * *

Avoid Remember educative. it in the

and technical generalities are catering to the you You

can

terms.
masses.

Be

plain and
your

clear. letters about

Make
person

interest almost

any

if you

go

rightway.
the
use are

Interest,however,
statements

cannot

be created

by

dulging in-

of extravagant

like those which

follow:

Ours

the

This is the The Our

cheapeston earth. best and cheapestin

is the most suits
are
* *

the world.
ever

mechanism

reliable

devised.
ever

hand-tailored

by far the best value

* *

shown.

something that will immediatelyexcite his interest and inspire of the product you have to sell. a quick appreciation You talk to him just as if he were must standing before you. You must give him such convincing proof of the quality and
"

If you are facts tangible

to

interest

person,

you

must

necessarily givehim

48

HOW

TO

WRITE

BUSINESS

LETTER

usefulness needs
you

that he him for a certainty of your goods as to satisfy and you need him. Perhaps this point can be best

emphasized by quoting
kitchen cabinet:
A

from

recent

advertisement

about

PRACTICAL

EXAMPLE

You want the recipe. It is on a card, Suppose you are baking a cake. filed in the cabinet,right The flour is just above the table space in a at hand. bin. all ready for use. A few turns of the crank and you have it, sifted, sanitary it without a step, The sugar is in the cabinet,in a dust-proofbin, where get you is it of bin. and there to take the of The eggs, out it, a pounds twenty scoop of the little chocolate and extracts are in one cupboards. The bakingpowder and end in air-tight The egg-beater and nutmeg cans. are rightat the fingers' spices The crocks, the cake pans and grater are on the hooks, above the table space. in the bottom other utensils are cupboard. You do your work on a sanitary, done there is a metal aluminum When cake and bread are table space. your in. them box, or drawer, to keep FOUND This
IN

No

OTHER

CABINET

in no other cabinet. The Hoosier flour the automatic bin, bin, features,the sanitaryself-cleaning special sugar the specialaluminum slidingtop, the Hoosier cake and bread box, the recipebox and want listyou can't get unless you buy the Hoosier. housekeeper's THE HOOSIER INDEX SUPPLY CASE

convenience of arrangement is found

new

Another great convenience is the Hoosier Index Supply Case, an entirely of labelled, feature in kitchen cabinets,consisting dust-proof storage bins of metal, where bulk foods can be stored away, alwayswithin easy reach, can never and where they will keep perfectly, be misplaced, doingaway with all waste. The be furnished with any Hoosier Cabinet and with Hoosier Index Supply Case can other. OAK Hoosier USED
"

no

BECAUSE

IT

LASTS

Cabinets

beauty.
a

It wears cabinet made

and strong,with a grain of unusual made of oak, sturdy in kitchen. the of will heat the not warp like iron, nor Buy split of oak; cheaper materials will not last.
are

If the firstletter of of
an

series does follow-up when

not

answer,

do not

repeat it verbatim
letter

bringsome making the

a new

kind second
or a

attack.
new

Put

into each

followingthe

first
to

offer

argument,

making only casual reference

all criticism of your
* * * *

the first one,

not

and

omitting any
it. "We
to
our

and

prospect for

answering

are

sorry

you

attention."
answer

written in

to

bringyour complaint taken from a letter, The above expression, hit you, as it did me, a complaint,will surely
found it necessary
to

rightin

the

funny

bone.

It must

have

made

the customer

wonder

GENERAL how about

customer

INFORMATION

49

the firm could learn of his troubles if he didn't say

anything

them. about

Contrast

it,if you

how

pleasedyou

with the please, to be given an are

one

that tells a

opportunity to

and you will see adjust his complaint, plays in a real letter. Not many spirit read at

the part that letters that

Put
a

thought and
dictated
upon
or

are

speed strike lightning

you

twelve.

littlesand

the

track, so

will not words

go

ahead

without

the possible considering

effect of your

upon

the other fellow.

* * * *

Is it
in
some

good plan to
but the the

make
are

to customers? gifts
rare.

Maybe

it is,

cases;

cases

The

firm that

sive enjoys exten-

publicat large cannot ordinarily give to without establishing to all. a one precedent applicable A customer who receives a gift, largeor small, from the big firm, may be depended upon to exhibit it to his neighbor,who may
relations with also be
a

customer

of the
a

talkingor
much

asks for

firm, and, if the neighbor only to be refused, there is sure gift,

same

starts to
more

be

trouble,which, in the long run,

the wisdom Moreover, it requires

may

result in

one

or

customers. disgruntled

of

Solomon

for

man

in

Chicago to
Oklahoma,
or a

pass

intelligently upon
reason

aid from request for special from the seat of trouble

for the

that absence

with the individual makes it impossible acquaintance what would be rightor wrong. The best way to determine haps persemblance of partiality, overdose of to avoid even a or an is to put the value of gifts into the quality of your goods, liberality, thus opening the way the same to treat Jones of Philadelphia as
you

lack of

do Smith

of Boston.
* * * *

The
rooms

Hotel
400

Statler in Buffalo, which,

and
over

baths, has acquired an

the way, has 400 enviable reputationthe

by

providingthe qualityof service that makes a back of this service,who is guest long to come again. The man less a person than the proprietor himself has recently no emphasized the principles of it in a little folder, entitled, "What Stabler
country
for

50

HOW

TO

WRITE
is

BUSINESS

LETTER it worth

Service Means,"
to

give space

to

good that the following extracts:

so a

which

I consider

while

"The

Service of

Hotel

is not

thing suppliedby
to

any

dividual insingle

It is not

Attention Special Hotel

any

one

Guest. the

Hotel limit of

Service

"

that

is
"

Statler

Service each

means

Courteous,Efficient
to

Attention

from

Particular

Employee

each Particular Guest.

is the kind of Service
"

This

a or

Guest

pays

for when

bill

whether

it is $2.00

$20.00 per
he need

day.
not

he pays us his It is the kind of should

not

Service he is entitled to, and

anyone any
more.

and

pay

Every Guest

who

enters
can

the Statler door

comes

in there because
can

he believes he

buy something there better than he

buy

it anywhere else. It rests with

every

employee

of this Hotel

"

doormen, bellboys,
and
managers
"

porters, clerks, waiters, maids, manicurists

whether
A Doorman

he goes
can

away

disappointedor pleased.
door in
a manner

swing the

to

assure

the New
to
serve

Guest him.
or
"

that he is in His Hotel, where

peopleare

prompt

He

can

Slingthe
makes him
in sticking

door in

way

that sticks in the Guest's

a

"crop"

and
pen,

expect
a

to

find at the desk

scratchy,sputtery
Robertson
to

potato.

When

clerk says: 1252," instead of "Show the

room

"Front, show
the

Mr.

room

gets
To be able to of the house
An

warm

gentleman, etc., the Guest of being welcome. feeling

this
to

diately imme-

give a
and
is

Guest

dollars

adds dollars to the income feeling the salaryof the clerk.

and does not telephone calls, quick to answer keep a Guest holding a cold receiver to his ear and listening swell the appreciation of Statler Service to nothing, can intently of her. and swell the Statler appreciation
"

operator who

waiter Mell"

who and

can

say

"Pell

Mell"

when

the Guest
says

says

"Pell

"Paul

Maul"

when

the Guest

"Paul

Maul,"

52

HOW

TO

WRITE

BUSINESS troubles
The

LETTER have closed dis-

not

even

given
the
are

me

hint about

your

nor

you

nature
most

of your

business.

whole,

commonplace
not
men

anybody.
the rank

Moreover, I do
and
file of

proverbs, taken as a and ordinarily would not inspire believe that such thingsappeal to
so stituted con-

that he wants

the average individual is to be left alone to work out his own

at times may

because

tion salva-

along lines which mighty peculiar. My

other fellow because
many

impress the rest of us as being sympathies on this subject are with the
same as

he knows, the

the rest of

us,

that
not

too
res-

from men preachments emanate needs to the pressing spond generously

serve us

whose

hearts do

best when

we

accord
a

them
wage,
a

Golden

Rule, and pay them both, sufficient to make

Let
wrong

Employees the fullest application of the share in the profits or ably prefer-

of humanity.

them

stand before the world like real

men
"

instead of galley slaves.

me

also add in all kindness

in circulating a pay of a "dollar down and Some

cally that I believe you are radiadverenvelope which contains the tisement
a

dollar

month"

firm

on

the

tables showing how or pertinentsuggestions increases when depositedin a savingsbank would be a money while the latter would help a man, to the point, as great deal more back of it. the former wouldn't."

Forms While form letters

are a

necessityin
a
a

it is still true
use

that of

office of any goodly percentage of those now

every

portance imin

have

all the

earmarks condition

first-classcorpse.
you

An

analysisof

this unfortunate
men

who
not

are

the that in many cases form of our letters for the preparation responsible will show

do
an

know

what

idea at 10:15

talkingabout or else they givebirth to able with the expectationthat it can be put into suitthey
are

shape
A

to

conquer

worlds

at

10:30.

confidence in an city once put so much outsider who was receiving$25,000 a year that they turned the them to him, only to have preparation of their form letters over firm in New York

FORMS

53

develop into
in
not

an

absolute

failure.
to

The

outsider while not

lacking
he
was

was generalability

unable
the
a

deliver the goods because

in close touch

with

other man's

proposition. You
you
can

must

live,eat and
letter about time
down
can

sleep with
it.
That is

subject before

write

telling

turn

to

it.

who are on the job all the why the men stuff if they will only get out the result-producing Actual knowledge of an article gained by living with
sense

it,mixed
in

good every-day common the production of a live form letter.

A

with

will work

wonders

form

letter is not

an

accident; it is
business
care. as

permanent
be

and

portant im-

factor of modern and edited with the utmost letter character should form with of
a

life. It should The

features which

composed tated give a dicness neat-

such

and life, warmth, individuality

a

always be conspicuousin
one

form

letter.

The
an

genuine
audience

letter then, the

a

with

message

worthy of

customer, prospective
or a

should of

hot air circular Your form

Fourth
are

always be a frank July oration.

more
or

talk instead

personal and upon the first impression they create largely representatives, depends the final results. A "crackerjack" salesman couldn't even get interviews in a tramp's dress. Neither will your form letters reach any destination but the waste basket unless they are neat and attractive in appearance. be distinctly Indeed, it may said that unless they are well nigh perfectin composition and the street. Even they will be detected clear across appearance so peoplein rural communities are up-to-datenowadays that they between can form letter and one that has a readilydistinguish been dictated, particularly when the body of the form is printed
in
a

letters

nothing

less than

clear,strong stylewhile the

forms
sent

name

and

address

are

put in by
The
vision super-

machine

equipped with antiquatedtype

over

and

ribbon.

out
a

some

customer

will get

also be very thorough,or else that doesn't apply to his prescription

to content

should

case,

while with

some
a

other form
even

himself letter.

worthy individual will have though he deserves a warm

dictated

54

HOW

TO

WRITE

BUSINESS

LETTER

of the stuff that bringto your attention some is inflicted upon the poor publicin the shape of form letters and leave you to grasp the opportunity for a much needed reform.

Next, I

want

to

First, there is 'the growing tendency

correspondence,and as a result the firm other high and background, while the Sales Manager, or some mighty individual,receives the bulk of the letters. Maybe this who has stopped is a good one, although the average practice person firm that is to analyze it will probably call it questionable.The worth anything deserves to have its name kept constantlyto the
front, as in
of
a no

personal encourage itself is thrust into the

to

other way

can

the respect

so

necessary
a

for the cementing

proper

understanding on the part of

"

customer

be attained.

recently read a sales letter, supposedly in which there written by the General Manager of a company, appeared these statements: "Simply send your order to me personally." if you wish other samples or information, write "Now to me personallyand I will take care of it for you." Now all this has an appealingsound, but it is really genuine buncombe, and the purchaserknows it,because no General Manager, if he average
For

example,

is

his job plus,has time to open filling doesn't want Then againthe purchaser in the light of an office boy, but

the mail and

to think of
a

record orders. General

to

ager Manbelieve is
a

instead he wants

there big advertised proposition and means thinking and planning ways strong personality, give increased values, and a greater degree of satisfaction. that somewhere behind
a

to

Stillanother

illustration bearing on

this "I"

gained from
letter:

the

following paragraphstaken

business may be verbatim from a form

"I didn't want

I wanted regular way. to write to you myself and send the cataloguemyself. I have and being and your honesty, heard a great deal about your ability the President and Manager of this Company, I am tempted to
to

send you

in catalogue

the

make orders

every effort to win

your

confidence, and get you

to send

for

treatment

pure guaranteedgoods,promisingyou it is possible to give to any one.

our

the

your best

FORMS

55

"You

see,
case

am

goingto

make
as an

care

enlist you of every order you

to
one

to

any induce
never

else.
to

I have
a

you

give us

up my and if I trial,

may made

effort in your particular personal special, take I to am going personally agent. send us. I am not goingto trust this mind
once

every do this I know

to

use

effort to you

will

to write this letter to you." regretthat I took this opportunity

There when
you,

are

times

when

the

personalelement

it is overdone
I do not
mean

the whole

letter resembles

who by this that the man he does. "I" conspicuous never puts it over, because pronoun There is a certain percentage of the publicthat is captured by such it sparingly. the big broad-minded man uses stuff, but, nevertheless, the public by tickling Nobody deserves any credit for a result won that do not mean anything. fancy with statements the that is practicedcame to me ticklinggame other day in the shape of a neatlytypewrittenletter from a prominent a nd with it was a soliciting magazine, subscription, my blank form on which somebody had written with a pen Special for Mr. Wiers." This "special" business might have made hit a if the regular subscription pricehad been reduced for my special -benefit or if exactly the same letter had not been sent to many One
more
"
"

but right, Mark a huge joke. makes the personal

is all

others.

Moreover, this

same

dictator also made

himself ridiculous
"

tated by writing this fool expression just below his signature "Dicin by Mr. H. but signedin his absence." Why is it that men search of business will proceed on the principlethat the other fellow is blind, or hasn't sense enough to study a propositionand the way his shekels in it? it is presented before investing

Perhaps you have had enough on this phase of my subject, but I must illustration just to afford a glimpse give you one more of the supposedly clever form man. Note these three paragraphs out of a four-paragraph letter:
lid and your wife gets a new "Pretty rough when your bookkeeper's wife is wearing the old one which she has trimmed She over. few which for she doesn't are things (?) pleasant says a you to hear; realize that you have, perhaps, of those sixty-day two one or boys

56
due

HOW

TO

WRITE
and
no

BUSINESS

LETTER
even

at the bank

It took it all to make "It would

with which to pay money good the payroll.

the interest.

out be pretty nice for you to be able to go into the bank withhaving to carry a hot water bottle to keep from beingfrozen
to have

by the cashier,and
first name,

the

Big Noise

smile and

call you

by your
that you also

wouldn't

it?
account

"Maybe
money

it isn't

on altogether a

of business

being poor
We
can save

is scarce;

great deal dependson

buying.
hat

enough on
pay

your interest on

oil alone to
some

buy

new

for your

wife and

of the notes."
to

How
out

would

you

like Or

pay

such

effusions?

reverse

real money to the tables and had

man

for

turning
you
a

imagine how
in mind.

would

feel some

busy morning
found
out

if you

to read

all this rot in

letter before you

what

the writer had

Concessions
When
see

and
an

Arguments
or

you

are

making
advice

allowance

any

other concession, in the letter.

most

to it that your terms

and put in the

it is couched concerning first paragraph of your

ful cheer-

he complied with the wishes of a customer mood to accept favorably what you good and is in a receptive may future. for the of explanation or to say by way suggestion care to a long letter I I can best emphasize this point by referring

have

After you naturallyfeels

received

at least exchange for nine bad ones; of files. My I considered them bad because they reminded me sideration, opinion in the matter, right or wrong, was worthy of much con-

good

razor

short time ago blades sent me

in in

answer

to

request that I have

nine

the firm in

same

as

the

these replacing then they added paragraph boasting of their fairness, while in the last paragraph I paragraphs, explanatory in
see one

opinionof blades began

the

of any article. The their letter with a nine line

user

several
was

more

informed You will

line that nine other

blades had

been

sent

to

me.

that if the

replacement advice, in which

clear-cut terms
not

was

most

interested,

had

appeared in

in the first paragraph of the letter lost its force.

the remainder

would

have

CONCESSIONS On with
a

AND tellyou
one

ARGUMENTS

57

this

same

pointlet me
as

customer,

he is the

that it doesn't pay to argue who keeps your establishment

going. Argument with him and antagonism.

business
as

cannot

produce anything
cannot

but
to

satisfac disdo

You
If you

get every

man

you

would

do it.

could there wouldn't

be anything

attractive in the game

of business.

So take it for granted

is doing things accordingto the light that your customer given in perhim, and whether he is whimsical in method or repulsive sonality, extend If you
say,

happen pleasantor otherwise, let

from
you,
as

the best your with a to be dealing

him

time
woman

and who

talents will permit. has many to things without unfavorable

comment

her say them she is likely tomorrow to

whereas sayings,
you.

she would
wants

If

customer

and be

sure

that whatever If you

are

forgether own not forgetsomething unpleasant from his money back, send it to him quickly, you say about the refund has no strings
asked
to accommodate
a

attached
way

to it.

customer

in
care

to entirely foreign

your

complicated system, just take

come

wards. trailing along afterAn Irish washerwoman delphia Philato our complained recently Branch about being short ten bars of Laundry Soap. The clerk in charge thought he would defend us the best he could by for packing, checking, explainingat some length our methods listened. After he had etc., while the washerwoman patiently finished she said, tin bars of soap?" "Yis, but how about me
"

of the customer

first and

let the system

She wanted

soap

and

not

system.

Extent
It's about We
no

of

Responsibility

some

cannot

thing in all offices to receive complaints article or articles shipped a number of years ago. eliminate delayedcomplaintsbecause some men were
uncommon

born with the slow habit and will continue Gabriel blows for his trumpet. The sensible

to be hitched

to

it until

allowance

of

people of such a type and the delay and deals with forgets whether one's responsibility towards a

adjustermakes proper in adjusting their complaints the facts. The question

sale ends after
a

term

of

58

HOW should have

many
men,

TO

WRITE

BUSINESS

LETTER

years
are

littleif any
matter

influence. who gifted,

to

Indeed, I doubt
can

if there
any
sonable rea-

no

how
as

tell with

degree of accuracy
were

when

ends. responsibility

If you

to
our

press

me we

for

In

business

five and them

a

six years
are as a

ends. opinion I should say that it never occasionally get complaints about goods shipped ing longer. The persons makago, and sometimes
an

rule conscientious
to to

in their belief that in accordance

they have
with

real grievance entitled

adjustment
take them

their

instead of criticising seriously them for not complainingpromptly. We believe that the only way to handle such people is to help them, and this we always do, unless their propositions are totallyabsurd. Only a few days received a complaint from a customer, who said that a we ago set of dishes she bought eightyears after soon ago began to craze
us

wishes.

They expect

disgustedas to desert us in favor of a competitor. We learned of this grievance letter sent out by our through a follow-up Dept. Advertising and immediately proposed to her that she have the set securely when would packed and returned to us, by freight, we gladly it another for at our She complied with set. exchange expense our request and also accompanied the bill of ladingwith a $15.00
so

she received them, with the result that she became

order.
was

The

set of Dishes

upon

its return

showed

that the

woman

found delaying the complaintwe never believe she thought a bunco had been out, although we game worked her and accordingly dropped us like a hot potato. upon
reason

right.

Her

for

On
a

another

occasion then
a

woman

claimed
to
us

that she had

returned
in

first
change. ex-

Rug

and

Dress her

without

receivinganything
to

We articles were
returned.

wrote

repeated letters
and

find out

when

these

ordered originally Our

efforts did not
a case.

when

and

by whom

they were
woman

avail anything but stillthe

persistedthat she had

where there
was so

Finally,we
there must the Rug, only
go
on

took the ground that

be
to
a

much
Dress

smoke
and

littlefire, and
return

duplicatedboth the
mail
a

receive by

$23.00 order.
but

I could

and

cite

cases

like these indefinite

to

believe the two while

to

mentioned

will

serve

prove

a a

point
"

that it's worth

on adjust old complaintsstrictly

60 In

HOW

TO

WRITE thank

BUSINESS
most

LETTER the

conclusion, we

you

for heartily

loyal and
let

efficientresults of your efforts. Please decide as to what will accommodate

us

you

best and

hear from

you

promptly.

Complimentary
Those follow
:

Conclusions
to

adapted particularly

first-class business

letters

Yours respectfully, Yours very Yours very truly, truly, used in a promisrespectfully.Conclusions are too frequently cuous Yours
way.

Of

all those used

It is not

the four mentioned advisable to

use

above

should

be
at

generally adopted.
the end is

the word

"yours"
that

of the conclusion, as

Very trulyyours.
all words

Observe

the first word small letters.

while capitalized,

following begin with

Signature
You
can

avoid

much
same

confusion
way.

if you Do
not

will be careful to

sign

all letters in

exactlythe
J. H. Smith"
as

today and
"

"

or

J. H. Smith" You

your

sign "John H. Smith" either adopt "John H. Smith" tomorrow; to it all the signatureand adhere closely
it
a a

time.

should it can

also make be read at

point to

that plainly haven't

any may any

glance.
matter

write your name so Those who get your letters

you

time to

signatureand decipher an illegible

to,
no

haven't
you

rightto
be in

ask them

how

much

of

master

executingfancy strokes.
* * * *

any
a

be A person may other title, to his

to

lady

Mr., or stamped as ignorantwho will prefix it is,however, allowable for own signature; in a letter the title Miss or place before her signature
answer

Mrs., enclosed in brackets, in order that the

directed. smaller
In officialletters and

may

be

rectly cor-

those from

or corporations,

companies,the signatureshould

of the office the writer holds; as,

etc.

by the name President, Manager, Secretary,

be followed

SIGNATURE

61

The

signing of
stamp
will the

letter with it
a

pen

instead of

of the

stereotype
tally incidenmessage out
on

rubber

give

good touch
that he of
a a

personality and
a

remind
from
a a

customer

is reading

personal
turned I

real live person, and

you

instead
to

lifeless message others.

machine that

duplicated
avoid
out

thousand

might

also
some

suggest

the

absurd

practice that prevails in

in the lower dictated it
was

offices of

sending
"Mr.
to

letters

stamped

right-hand
above

corner

like this:
was

Smith leave
the It

personally
is

the

letter, but
his

obliged
and

office before

ready for

tion inspecon

signature.
doesn't
shame
are

subject

to

correction."
own

Shame
to

man

who thrice and

think
upon

enough
the
one

of his who

letters that

sign them,
are

and
wrong

intimates

his letters

sent

out

in that
*

shape subject to public correction.

* * *

Have

addresses A

on

all

envelopes typewritten
address is neat and than

instead

of written

by hand.

typewritten
a

business-like, and
if addressed
in
a

gives the envelope scrawly

should
answers.

far better
some

appearance penman.

fashion be used In
a

by
with
case

amateur

Stamped
when
so

envelopes
to to

marked of orders
or

frequency
which where should
you
are

solicitingquick incomplete
a as

the

necessitate do
a

letter from

you,

request

customer

favor, the stamped

envelope

never

be omitted.

HOW

TO

WRITE

BUSINESS

LETTER

Structure

of

Letter

Heading
Introduction

Beginning of Body

Paragraph

Paragraph

Complimentary Conclusion

Signature

HOW

TO

WRITE

BUSINESS

LETTER

63

Form

for Addressing

Envelopes

AFTER

DAYS

RETURN

TO STAMP

JOHN
146

C. SMITH STATE ST.

N. Y.

BUFFALO,

MR.

FRANK
2416

B.

JONES

FRONT

STREET
OSWEGO OHIO

Use
matter.

ink

or

typewriterin addressingletters

or

other

mail

plainlythe and number, post-office

Place of the
your
name

Write

name

of the person State. address

addressed,

street

and

and

in the upper

left-hand

corner

envelopeor package.
the form is not shown

Follow

above, and if the letter or other piece

to you.
were

of mail matter More

sent
to the

delivered it will be returned of pieces

one

than thirteen million Division of Dead

mail matter

Letters in

of which addresses.

could not

be delivered because

recently year, a largeproportion of carelessness in writing

64

HOW

TO

WRITE

BUSINESS

LETTER

How
First.
"

to

Dictate
letter with
care

Read
as

the

customer's each all the

answer

and

deliberation,
an

numbering
Second. be
covered

you

read

subject that
facts

requires
upon

answer.

"

Marshal
your

bearing

each

subject

to
so

by
no

and

arrange start
to

them

systematically,

there

will be Third.

conflict

when

you

dictate. be kind, firm,

If you

"

Begin
or

your

dictation, provided
as

you may

can

sympathetic
cannot

enthusiastic,
one

the
more

subject
of the

require.
should with
are

put
the
some

yourself in
issues
of
your

or

attitudes
you

mentioned,
postpone

although
at

before
answers

you

demand until
you

it,
get

least
can

right
you

yourself.
at
cross

You

never

dictate

successful

letter A

when

purposes upon

with the

anybody
of

or

anything.

good
upon

letter

depends

more

right kind
"

feeling than

it does

ability.
distinctly, doing
as

Fourth.
your

Dictate such
a

deliberately and
thorough
and
way
at

enunciate all times the

part

in

to

gain the
of the

fidence con-

of the

customer

also

facilitate

work

criber. trans-

Fifth.
that

"

Let
you
are

it be

known

far and
a

wide letter

among
to
a

your

associates
a

while

talking through
course,

customer,
you

picture
will
not

of whom tolerate
your very

you

will, of

fix in your kind.

imagination,
cannot

interruption
best

of any
you

You

give

any

customer

unless

concentrate

your

best
upon

thoughts everything

and

your to

undivided

attention, for the

time

being,

vital

his interests.

LETTERS SPECIMEN

08

HOW

TO

WRITE

BUSINESS

LETTER

Our command Your

services them favor

are

alwaysat

your

us disposal it will gratify

"

to have

you

often. of the 8th with check for $100.00

received.

We

thank

you very much. We to learn of your unusual You are have our pleased prosperity. best wishes for its continuance. It must be very gratifying to have your faithful and conscientious efforts so fully by the public. appreciated

am

of just in receipt

your

kind

invitation

for

but regret that a prior will deny me engagement for that evening of your company. I can imagineyour genialfriends from

Saturday evening, the pleasure

Yale for
a

will
most

evening pleasant time. delightful

a

make

the

one.

My

best wishes

are

yours

The

Sadler-Rowe

settlement of invoice of

acknowledgesyour January5th, and thanks

Co.

remittance you for your

of $20.35, in

promptness.

We
we

have

thank

for which 40 Shorthand diplomas, yours of the 27th ordering The order have careful attention. will our you.

Yours rental
account

of the 14th, enclosing check

for $3.50 in received.

payment of
We

one

month's your

of

from the 13th, typewriter accordingly. Many thanks.

have

credited

We The

have

received has been

your

letter of the 3d, with enclosure of $16.20.

the credit of your
we

amount

placedto
remain,

account

in

payment

of

bill dated

April14, Thanking you,

We
are

1911, which
we

return

receipted.

for grateful
not

of

our

house

your to fillorders

valued for
an

order
amount

of the llth. less than your

to

It is the custom
sary neces-

$5.00 unless
amounts to

remittance
we

accompanies

them.

As

order

$4.60

to you hope itwill be entirely satisfactory

send payment in advance.

Your

valued

order

of the 6th D. This

was

filledtoday and
done

goods have
with
a

been

was shippedby express, and of custom trust house, our we standing you accept the goods promptlyupon their arrival.

C. O.

in accordance will find it

long

to agreeable

We and
note

acknowledgewith
deduction

thanks

your

remittance

of the 10th for

$250

of $11.42 for

in silk. alleged imperfection

LETTERS

OF

ACKNOWLEDGMENT

69

the goods pass througha criticalexamination before leaving mill, and it is seldom that any imperfection escapes the detection of our manufactured that complaints is In fact, our examiner. are product so with the defer crediting amount We account of rare occurrence. your
All
our

deducted

until

we

receive detailed information.

In observe express.

answer

to yours

of the 16th.

Our
we our

claim is well founded

are

as

you

will

by

examiningthe roll of silk

do
not
care

shipping
with
we

to

If you

to

credit

account

you today by the amount deducted

substitute perfect goods for those you may Your prompt attention will oblige.
We

are

returning.

thank you for your remittance

of the 10th, for $875. As anxious for balance

We

observe the terms close

our

that you have deducted of the sale you are not books

$15.64 discount, to which

entitled. justly send please
we
are

to according to

for the year, will you

remittance

due.

Your We
are

favor of the 31st, enclosing New

York

Draft for $13.72, received. is not in accord your with in

our our

the draft as returning of sale,to which terms regular

letter of Dec. 18th.

the settlement
we

called especially second

attention

Evidently by oversight you

As you
we

do

not

feel
us

in justified
correct

will send

the

2% for cash. settlement, we trust an irregular accepting amount by return mail, provided you wish to
have
a

time deducted

of the cash discount of 1%. get the advantage We regretthe necessity for troubling you further. Your favor of the 20th with check for $7.00 received. It has been

placedto the credit of your account with thanks. We deducted 2% for ten days'settlement, while our terms
an

that you have note for of sale provide

allowance

of
are

only 1%.
sure

We will

discount, but
a

you

credited your account with the extra will not perthat low our appreciate prices mit

have

similar favor in the future.

will

very cordial invitation of the 14th, for which I express to you and the other members of your Association my I that a previous grateful appreciation. regret engagement, for the same

This

acknowledgeyour

will prevent my being with evening, the Class of 1909

Wishingone
Your

my best wishes and all a delightful I am, evening,

Please convey to the members you. for their individual success.

of

valued order of the 27th received and entered with thanks.

we

We

regretthat

haven't the No. 8

gradeof

cloth in stock; that is,a sufficient

70

HOW

TO

WRITE

BUSINESS

LETTER

to fill quantity May we your order. if not superior, to the grade ordered ;

substitute

our

No. of
our

6, which
customers

is equal,

in fact,many

prefer

it to

the No. Let

us

8.

know

your

wishes

as promptly, please,

we

dislike to

delayyour

order. Your cordial you

good letter justreceived. Kindlyaccept sincere thanks for your words of advice. Your experience in business lifecertainly prompts
man

to tell a young

what may

is necessary
some

for his

success.

I shall you
are

every word for me. I

and

hope I

day
an

reach

the eminence

practice ing predict-

at hope to see you personally accept best regards.

date. early

In the meantime

please

I thank you most heartily for the most excellent letterof recommendation which I have just received. In a moment of hastyreflectionit hardly
seems

that I

am

to merit

them

and

of such kind words. deserving prove by future work that you

seem

However,
I
am

I shall endeavor the

entirely worthy of

confidence implicit We have

to have

in

me.

thankful.
and

your order of the 29th ult. for one streamer, for which we are Your indefinite as to width are so specifications unfortunately

to fill design that we hardlyconsider it right your order without first for further asking particulars. Will you please favor us promptlywith a completedescription of the

streamer

wanted.

This

letter is to

acknowledgethe

cash

settlement upon

your

No. 95

thank you for it. we Is your register and giving workingproperly you entire satisfaction? We hope it will prove to be all right in every way, as we anxious that are understand and appreciate all it will do for you. you should thoroughly If there are any points about the mechanism of the register, in or anything connection
us

and register

with the will

system that you do

agent
customer
a

not

advise understand, please fully the matter

cease

and

we

our notify

to take up

Our

interest in

does touch

not

with you after he has

immediately.

paid for

his

register.We
are

desire to

keep in
not

with

in connection develops you benefit of any information we If you can from the see assistance and write
us

with

your

you, and machine or

we

if,at any
with the

time, anything

system you
the

that using,

do

understand, fully
use

will

gladly giveyou

material have you

have. may of your register thus far that it will be of shall be gladto to you in your business, we profit
so effect,

to this

that be

to opinion

other merchants

who

may

givethe benefit of your of one the purchase contemplating

we

may

of

our

machines.

LETTERS

CONTAINING

ENCLOSURES

71

it if you would of any give us the names appreciate who have appearedinterested in your register, in your vicinity merchants about it. A stamped envelope is enclosed. made who have or inquiries that we With the assurance appreciate your favors, and hoping your service for remain. will we register giveyou good many years to come, We would also

Letters
We enclose

Containing Enclosures
draft sight remit for $250
us on

for collection

the American your

Mfg.

Co., your

city. Please

collect and

at proceeds

earliest convenience.

In draft
on

payment of your
Chemical

draft sight

on

National Bank, New

American Mfg. Co., we enclose York, for $249.75, being proceeds of you have any business with the assurance that all

less collection

this kind, in
matters

charges.In the future, whenever trust you will favor us, we our city,
to
us

entrusted

will receive

our

prompt and careful attention.

our

Enclosed
Please

find order

No.

F3409

on

treasurer

for $1.05 in favor of letter Jan. of

beingvalue of tickets enclosed yourself, signand

return

the

your accompanying form

with

12, 1909.

receipt.

I enclose money
to your

order for
one

for $3.00, for which year, to

paper in

beginwith

enter please tion my subscripthe May number.

We
1st.

of statement of our receipt it with books, our Upon comparing

are our

account

bearingdate

of

April

credit

remittance

of March

find that you have failed to we 15th for $175. We enclose statement for

correction.

Enclosed
Parlor
' *

find and

New

York

draft of

for $125, for which

on

suite adjoining for Liverpool, 5th. If May diagram of vessel and advise me Your
steamer
are

"

rooms

kindlyreserve ing steamship Etruria, sail* * ' '

this reservation
as

cannot
can

be do.

made,

send

to

the best you

valued

favor of the 29th ult., requesting reservation received.

we

on

the

"Etruria,"

We

thank
them

still available,so

have

reserved

will be

and extremely pleasant

that you

The rooms you. you desire for you. We trust your voyage will return greatlyrecuperated.

I have

agreed to loan
T. H.

E. H.

Jones, of your
find check

$1,000 city,
for this amount.

on

his

note

endorsed

by

Taylor.
upon

Enclosed

Please

transfer the money endorsed.

the

of the note, delivery

properlysigned and

72

HOW

TO

WRITE

BUSINESS

LETTER

Your
to E.

favor of the 14th,

are

dorsed properlyenand we enclose it. We by T. H. Taylor for the desired amount to accommodate very gladto accord you this favor and shall be pleased

H.

Jones, received.

check for $1,000 to enclosing Mr. Jones has givenus his note

be transferred

you

at any

future time. of your bill of the 25th, is enclosed.

My check for $450.25, in payment and return invoice. Kindly receipt

The enclosed New York
us.

draft We

for $525.00

is in full settlement of
to
secure a

goods recently shippedto

and price It will afford
us

were

fortunate
with your

very

fair

believe the returns

will meet
to serve

entire satisfaction.

pleasure

you

often.

find copy of advertisement to be inserted in the June number of your paper. The copy, as you will note, has a border around the greater of it. You this when and the wording part inserting may remove

Enclosed

arrange

in the most

effective way

Please acknowledge. possible. favor of

our

We

greatly appreciate your

number

of the 27th. We

Your

advertisement the desired

paper
as an

will appear in the June changes and hope the medium. advertising Your

paper. results will prove the value

will make of
our

favor of the 24th, account,

we

New enclosing

York

Draft
our

for $125, in settlement

of your

received.

Please

accept
to

thanks.
at

As

draft

contains

signature, are obliged affixed and Kindly have signature

no

to return return

it.
us

your

earliest

venience. con-

Yours

of the 22d,

draft enclosing
trust you

for

it properly corrected
We
25
return

and

will

received. We signature, pardon our negligence. itcontains

at
an error

return

your

invoice of the 25th

as

in extension, without

bbls. of

flour Sunlight

beingextended
correction

$150 when
return

it should be $125.
to
us

Please make

necessary

and

invoice

delay.
bills of our account ican the Amerduplicate against Wire Co., of your city. Please make if possible, without collection, to legal and oblige. resorting proceedings, You will find enclosed

Yours American
to

Wire

of the 24th, enclosing billsof your account duplicate hand. We thank you and will do our Co., at in accordance

the against best

effect a prompt settlement

with your

very instructions.

LETTERS

CONTAINING

ENCLOSURES

73

I have the honor

movements

of the detailed report submit, for your consideration, in the Philippine of the Naval Squadron,under my direction,
to

I also direct your attention to certain papers attached ask that you be kind enough to transmit them to the proper Islands. You will find enclosed billof for lading three
cars

thereto and authorities.

2

of No.

corn

signed con-

to you
at best account

today

to

be

sold
at
as

on

commission. date
as

of this Kindly dispose

our possible, crediting

obtainable prices with proceeds.

claim for

earlya

shipmentof wire, to the American Nail Co., Pittsburgh, Pa. to your letter of May By referring that will find rate to was 15th, you a through Pittsburgh quotedme at 26 while goodswent through at 32 cents. cents a hundred will attention Your me. oblige prompt
I enclose

overchargeon

recent

Enclosed
American of these

find bill of

for lading

24

cases

of saleratus

Grocery Co.,

goods in New

St.,Long York, will you kindly see

154 ?

William

Island that

to the consigned arrival City. Upon theyare transferred

and properly Your

incurred send billfor all charges

with letter, together We shall take

received.
you will be

ladingfor shipment of saleratus, in making prompt delivery and believe pleasure

our

bill of

satisfied with entirely find bill of

our

service.

chargefor transferring goods to American Permit us to remind N. Y. Grocery Co., Long Island City, you of our for of that facilities the handling any goods exceptional shipto you may this city. We do business for nearly all the larger and believe concerns could please we you. We hope you will favor us with further business.
A is enclosed, signedby petition
some

Enclosed

500

or

more

of

our

reputable
Mr.

that executive clemency citizens, praying may

be exercised in behalf of

StephenJones, sentenced
years
at

hard

in your city in March, 1908, for a period of fifteen in Auburn Prison. have several I weeks in relabor, viewing spent

the evidence which convicted the person referred to and believe you will agree it was For not sufficient to impose such an extended sentence. consideration I submit of all the evidence and trust typewritten copies your it will receive

glad

to confer

Should your very careful attention. you desire,I shall be with you personally, at any time or place you may designate.

Petition and in Auburn

other papers

relative
been

to

Mr.

Prison, have

received.

Stephen Jones, Owing to a rush

now

fined con-

of

lative legis-

business it will be necessary

to defer all action in this matter

until the

74

HOW

TO

WRITE

BUSINESS

LETTER

firstweek

in

when September, you may

I shall review the evidence and

care

listen to any

further arguments
Enclosed R. R. We

to

present.

find invoice of
trust

they will reach

for all your
are,

goodsshippedto you todayby Pennsylvania you in good condition and prove entirely
favors, a continuance
of which
we

satisfactory.
With
thanks

shall be

glad

to

receive,we

with your request of May 26th, we three are compliance enclosing for convenience the of We shall husband. complimentary passes your be delighted afford him every possible to see him, and will cheerfully tesy courbe in every sense to the end that his visit with us may and pleasant profitable. In We
to be

infer that it is not

as we

regretted,

know upon

your husband his return, which offices. With

That him. your intention to accompany should like to see you both. If you cannot come, will giveyou a very accurate of his description will enable you
to

is
we

trip

good get a fairly

idea of

our

great

factories and

best wishes, we

are,

Letters
On

of Request

April25th

present this car

Please

of pinelumber. to us a car Up to the you consigned Please start tracer. has failed to reach its destination.

send

me course

decided

to

take

of copy of business

your

in training

schools, and

desire information

catalog. I have fully of our one cial commerleading the curriculum, terms, concerning oblige, request will greatly

latest

etc., of your institution. A prompt compliance with the above

to Agreeable
as

the I
now

request of Mr.
confirm
' *

follows,which
at this

Mr.

Saturday
discussed

morning, 10:30, wire."

conference, I
trust

Whitney,I wired you this morning Whitney desires interview,Waldorf, of importance be As matters to are be to present. you will find it agreeable
the 10th. ask that
us

Our collect

note

for $1,500 matures

must

on

Owing

to

our

to inability

debts, we outstanding
If you much
can

days. sixty
We
yours
are

accommodate

of you grant us an extension the favor will be highly appreciated

.

to grant you pleased

the extension of time

note

in requested

of the 2()th.

Please forward

new

with check

for interest to date.

76

HOW

TO

WRITE

BUSINESS

LETTER

in your employ, has made applicaformerly tion for a credit account, giving reference. We will to us name as your that will information enable Credit our appreciate Department to act any the request intelligently. on Mr.
was

John

Jones, who

of the 29th. I have one of selected white car Answeringyour inquiry old which I unsold Also oats at can offer, 29j" cents. clipped subject of clipped white new offer one If you oats at 28j^ cents, delivered. car shall I be hear from wire of this to can use a car, glad you by upon receipt

letter.
of checks and drafts, designs upon which desire your lowest quotations in quantities of 10,000 each. We we are anxious to place this order with your house and trust your figure will be We enclose

three different

favorable.
We
steam
are

in the market which is

now us

for two

100

H. P. tubular boilers to be used in

our

tug

beingbuilt at

in this yards, best

on price

city. Please

be

kind
on

enough at delivery
We
are

to favor
our

promptlywith your
in

the above, based

yards.
answer

to quote you, pleased

to your

of the inquiry B. cars,

30th ult.t your

two

100

H.

P. tubular boilers at $1,500 each, F. O. second

to
none

city.

Our

boilers stand
The

in

enclosed testimonials from

to receive your

quality. prominentusers

will probably interest

our

you.

Hoping
we

order, which shall have

prompt attention,

are,

We

have about
Please

400

cases

of shoes

readyfor shipmentto
by

customer

in

Cleveland, Ohio.
Buffalo.

We

desire to have with

these go
your

acquaintus

from your line of steamers lowest rate, and greatly oblige.

of the 1st, we inquiry quote you a throughrate of side wheel steamers, "City of Our two magnificent 12 cents a 100 Ibs. Buffalo and Cleveland. between of Erie" and "City Buffalo," plynightly tination desat its respective at 8:30 every night, Steamer leaves each city arriving the following morning at 6:45. Our excellent facilitieslead us to believe that we could serve Try us with one or two you advantageously. consignments. In
answer

to your

I young

am men

possessor

for of your inquiry of the 1st, about opportunities receipt mination, deterof energy and in this locality. To a bright young man the happy unlimited. If the chances are practically you are I suggest your of a successful man, of the necessary requisites in

LETTERS

ANSWERING

INQUIRIES

77

removal but
come

to this

city. I
to

do

not

resolved
Adams

make

advise you to come here on a transient visit, this your permanent placeof residence.

have referred us to you regarding Taylor, your city, their financial standing. If you are at all familiar with the responsibility furnish us with such information of this firm, please as you may confidential. and that the favor will be treated be assured strictly possess Messrs. " With reference in
a

to yours

of the 25th.

So far

as

we

know, Adams

"

Taylor are
and large mistake

is said to be

one

all their obligations. This concern to discharge position of the largest in the cityand is reputedto be doing a feel confident that you would make
no

We prosperous business. in accepting their account.

treat

Please

this information

confidentially.
a

Mr.

E.

C. He

Davis, of this

has applied for city,

with position

our

company.
and

with acquainted

worthy
answer.

refers to you as to his character and ability.Are you him ? Are you familiar with his habits ? Is he honest of the confidence and esteem of the business public In ? all you
can

brief,tell us
your

about

him.

We

enclose

for stamped envelope

Mr. T. H. Pearson, of your

of $5,000, and How Do refers to you
as

wants city,

us

to bond

him

to

the

amount

to his

character. this
? gentleman

long have

you know Is he now employed? Has he

ever

with you been acquainted him? of anythingagainst

? discharged

been

If so, for what

reason

Is he addicted Is he honest ? Your

to strong drink?

prompt attention
confidence.

to

these
A

and

treated with

will be greatly inquiries appreciated is enclosed. stamped envelope

the St. Paul Traction concerning Co. received. We desire to have our interests amply protected in any proceedings that may be instituted against them. We know of nothing to and have wired counsel, our as prevent us from engaging accordingly you
rumors

Your

letteradvising of the us

you
to

to take

whatever
mean

action you
we are

this to
Before
to

that

You will not construe necessary. in favor of measures entirely usingstringent may receiver.
answers

deem

to place itsaffairs into the hands of a compel this company instructions ask you to submit must we giving you further each of the following: What 1. the outstanding debts of this company? are

78

HOW

TO

WRITE

BUSINESS

LETTER

2. 3. 4.

What

is the bonded whom the

are

indebtedness? held and when do

By
Have
a.

the bonds

theymature

employesbeen

paid promptly?
due them
to date ?

If not, what

is the amount

In your judgment,could their lines be made to pay, provided they of a competent street railway under the management ? State were man all you know about the affairs of this company and its officers. definitely

Your

favor of the 5th, instructing to us with

the investigate
a

St. Paul

tion TracIn
a

Co., received.
recent note

is in This firm, financially,

interview with

very bad condition. the directors,they offered to givetheir two of your

account.

interest,in full settlement

matter

After

years' carefully

the considering

in connection with the investigating everything little exercise and thus provide to seems a an leniency which their indebtedness. by they may liquidate opportunity If you care to accept settlement instruct they have proposed,please

and

firm, it

advisable

us

further. Messrs.

Burke, Jones
us

relations with

and

have

Co. of your that requested "

desire city
we

to enter

into business

the character, integrity and concerning

we agreeable,

financial

write to you for information of their house. If ability

to
answer us

would
as

thank

you

to communicate

may possess confidential. In business

we are

to their

Your responsibility.

any knowledgeyou will be regarded as

answer

to yours

of Dec.

1st, with reference

" Co. of this
to take

to

the character

and
as

of Burke, Jones stability

to

city.This
of any

firm, so far

able
We

is amply able ascertain, them

to

care

reasonable obligation.

recommend

you

unreservedly.
to in yours

Messrs. the

Burke, Jones

"

Co., referred

of Dec.

1st,sustain

for their sterling integrity, highest reputation strong financial ability, business affairs. By and superb skill in conducting brilliant enterprise, faithful adherence wide experience, to safe and conservative untiring energy, business methods, this house has pushed itselfto the very front among of this city. We are the more substantial and prosperous business concerns
sure

you

would

do

well to enter

into business relations with them.

to Referring

your

with regard to inquiry find advisable

to extend

the

"
We

Co.,
doubt

we

regret to say that their business is

if you would

of Burke, Jones standing anythingbut prosperous.

a special although reportupon

credit for any amount, tion favorable informathem[may bring you more

them

than

we

possess.

HOW

TO

WRITE

BUSINESS

LETTER

70

Dunning
Enclosed of funds find statement of your
to meet

Letters
account.

As

we

are

in greatly
us

need
a

trust we obligations, outstanding

you

will favor

with

prompt remittance.
We
wrote

prompt
meet

of account statement you on the 2d enclosing settlement. Knowing the promptness with which the above letter has

and you

ing request-

generally
tion. atten-

your

we obligations, presume

escaped your

Kindlylet us
We

hear from

you

by the

10th.

againremind
care

you that your account

that
our own we

with

us

still remains

unpaid.

It is absolutely necessary in order to take Please let us of

collect

accounts promptlyall outstanding

obligations.
with
a

hear from

you

remittance

by Jan.

15th.

We
account

have

written you three different times

and

calling your
We
to

attention to with

our

against you
have
have
not
we

asking for
favored
a

settlement.
an

note

that

we

been

with

answer

neither be
as

received
us as we

remittance.

What in

any is the trouble?

of these

regret letters,
Please

frank

with
reason

were or a

prompt

explaining by the firstof

We

of

delay

remittance

accommodating you. A letter will be expected without fail

the month. attention

to the fact

us,

call your stillremains

unpaid.
no

We

have

on

that your account of $300.00, due several occasions notified you of

and thus far this,

attention has been

ten
we

paidto

the

matter.

If remittance
a

is not received within

that will be distastefulto

us

days, and expensive to

will have

to avail

ourselves of

course

you.

Our

letters with

regard to
We

by entirely ignored
If the account

you. is not settled

your long overdue will tolerate no further the 10th, we Please shall deem do not

account

seem

to

be

in this matter. trifling

by

it necessary

tute to instito

such

legal proceedings against you. means. unpleasant

Our

compel us

to resort

"Will

send

draft for invoice of the 19th, for $9.00,has been returned, endorsed check." The check has not been received. Please send it
new

promptlyor protectour
National Bank
on

draft sight

to

be drawn

throughthe Valley

March

2d.
you, has been explanation. Accordingto the terms of sale,this per statement
sent

Our returned

draft of the 18th, for $2.85, as

unpaid without

80

PIOW

TO

WRITE

BUSINESS

LETTER

account

is

past due, so
If there
are

we

shall be any
reasons

to pleased

have

your

remittance
not

by
be

turn re-

mail. advise If
us we

why by

the account

should

paid,

promptly.
do not hear from you the 2d, you
we

will

againmake
it when

draft for

the amount,

with the

that expectation

will honor

presented.

We

have

not

been

favored

with
to

an

answer

to

our

recent

letter, and, in
not

the absence
we

of

an

as explanation

why
our

againmake
returned We

draft for the amount,

your second

account

should

be

paid,

draft for $10.00

having
our

been

unpaid.
endeavor
to

at all times

grant every reasonable

have

to indulgence
our

customers, in

and

it is only because

letters regarding payment

you of the above

paidno

attention to
we

several

account

that

shall feel

handing it to

our

attorney for collection should

the draft sent

justified today

fail to be

paid upon presentation.

of several heavy Answering yours of May 10th. In consequence failures among immediate our customers, whereby we have sustained serious losses, itwill be utterly for us to favor you with the desired impossible We from remittance. are our gradually, though slowly,recovering

present financial embarrassment

to, and
to

occasioned
on

by

the
our

heavy failures referred

creditors will be able
1st.

with proper consideration

accounts

the

part of

settle our
We

in full.
us oblige

hope you
account

will

with

further extension until June

Your it has been make

a

on

our

books

shows

balance of $175.00 due

are

us.

As
to

runninglongerthan usual,
letter from
ten

we

this writing

to ask

you

settlement. received
a a us

You We

enclose

statement

of the amount
more

ago regarding your account. it is not large, a due, and although

us

days

remittance We

would

be of

than usual value to this amount

at this time. at the very outside.

shall expect you

have for
some

to pay

by the 16th
statements

Although we
account,

sent

you

numerous or

of late for the

seen

closed enno

reason

other

you

have

fit to

giveus

response.
You may
at

be

that surprised
when
see

we

should

payment
continue We

this time, but you

can

into the thousands

you that

consider
we

call upon you so urgently for number that our accounts afford to allow any
next ten
one

cannot

to

longunpaid.
shall expect Mr. Stone ?
a

remittance

within the

days.

Will you

favor

us,

DUNNING

LETTERS

81

We

do not
so we

wish

to believe that you

desire to defraud

any

man

of his

justdues,
is from If you

take it for rather in

a

that granted than any

to send

carelessness
are

in settling account our your delay inclination to avoid payment.

us a

not

of your bill, we if you convenience suit to your We have no desire to cause it can be avoided possibly we placethis in be incurred. surely extend
us

position will gladly arrange

check

for the entire amount

will

you some call at kindly any

with

partial payment plan

our

office

or

write
or

us.

you in order the hands

unnecessary expense to collect this bill. You of outside persons, such

trouble if

understand
an

that should would

expense

Will you is some know

reason

why

it.

If there

the courtesy of an answer If there to this letter? the have settled shall be not we account, glad to you intend to remit is no then, of course, reason, you

promptly.
Enclosed overdue. We
as

is a statement
have

of your

account

which,

called already
not

times, but
We
term
we

yet have
we

been been
must
soon

your attention able to effect a settlement.

you know, is long several to this matter

as

feel that

have
we

of credit, and hear from

a

so longa very lenient with you in allowing insist on an immediate now payment. If we

do not

of

enforcing to Trusting
You

you settlement. hear from

shall be before

to obliged

resort to other

means

you

on

or

20th, we remain, April

have received them

and

several lettersfrom
For
some

our

credit department relative

you have
seen

to

the enclosed

statement.

reason

fit not

to

theyhave asked me to look into the matter. That is why I am to find out if there letter, writing you this personal is anything with the bill if have of any sort or wrong you any grievance us. against I realize that at just this time money is scarce of us and the with some make it for difficult to pay our billsas promptlyas us present highprices
answer

we

should
This

like.
account

small one and I believe you contracted it in it write and tellme to pay faith, me intending promptly. Will you not did if and have claim make shall be not it, to we you pay you any
a

is

good
why

glad

to

adjust it
to

for you.

If the account

is all right, you

a

intend surely
desk

to

settleit and

I shall be

glad

have you enclose

check

for the amount. my for

a

I shall

keep a
answer.

copy

of this letteron

few

days

in anticipation from

of your ? you, please

Will you be courteous

enough to

let me

hear

82

HOW

TO

WRITE

BUSINESS

LETTER

You

know undoubtedly members

to

that merchants
names

and

associations professional refuse to pay their

their require debts. just Our

we are

report the

of those who

business disinclined

relations have

been

Mr. Stone, and uniformly pleasant,

with outside adjusters. to place your account believe I Personally, by this you purchasedthe goods represented in good faith. statement Very few persons, indeed, purchasewith the intent of not
reason

paying.
you have

That
not
me

is why I the

am

convinced

there must

be

some

good
to

why
Will

settled the account.

letter ? be

you extend If there is some know it.

courtesy,Mr.

Stone, of
not

an

answer

this
I '11
to

reason

why
no

you
reason,

have

settled the account,

course,

glad to
I
am

If there is

then, of

you

intend

remit for the

goods.
an

You

won't

self-addressed envelopefor a enclosing stamped, will you? me, disappoint

answer.

On You

May
not
we

25th

we

asked

you to make

prompt payment of your

account.

have

answered. hear from

account

Unless shall

placethe
have and

you, or receive a remittance by June with our attorneys for collection.

10th,

we

We

placedyour
no

account

in the hands them

of

our

lection, attorneysfor col-

you will

doubt

hear from

at once.

Enclosed

is

statement

of account
us

in

Geo. against duplicate We this debtor and written Mr.

Stone

of

showinga balance due your city, which has of the correspondence

From these

of $175.00. have

also enclose

copies
several

between passed that

we

ourselves.

copies you
our

will

see

Stone

times, only to have

letters

Try
successful

to collect this amount

by
name

such

means,

we

ignored. utterly If not action. without resorting to legal will leave it to your best judgment to make
seems

the collection Your

by

whatever has been

course

advisable.

selected from

dale's Mercantile

Directory.Your

the list of attorneys in Martinfees will be governed by their schedule.

Letters

Answering
reached
us

Complaints
regarding your ungentlemanly
We
we

have Frequent complaints conduct

while in the presence of our customers. to remind you that under no consideration can character. If you in persist the disobeying your

find it necessary tolerate actions of such

now

of our regulations

house,

we

shall be

with to dispense compelled

services.

84

HOW

TO

WRITE

BUSINESS

LETTER

On

to the American Steel " Wire Co., Pittsburgh, July 1st we consigned advises us that these Pa., 14 kegs of wire nails. Consigneenow

goods haven't

arrived.

Kindly

start

tracer

at

once.

Enclosed

you

will find

letter from

of Capt.Tyler,

the steam

barge

are "City and more less detrimental to proper He or navigation. very inadequate in that the harbor the is entrance to not particular properly guarded says laws and that the buoys adjoining the main breakwater to regulation according visible dark These of very great matters are on a are hardly night. have about and to as we them, it is complained importance us, repeatedly necessary that you take steps to remedy them without further delay.

of Duluth,"

that the harbor complaining

facilities at Buffalo

with attached letter of complaint of your letter, receipt together of the inadequacyof our harbor not aware Capt. Tyler. I was few days ago, I find that but after making a tour of inspection facilities, a is justified. I have instructed our harbor master to begin your complaint will have further cause confident for and I no am you necessary repairs complaint. I
am

in

from

We your

shippedto you have regretthat the goods recently

Please

not

met

with

and return at our pack them securely expense, by the articles, will o f of we duplicate gladly freight. Upon receipt bill lading else of a similar value you else exchangefor anything or charges prepaid, favor. may

select.
Your of complaint the 20th, about

of shipmentof May non-delivery and 10th, at hand. We have started tracer hope to have goods in your within ten days. We regretyour inconvenience and hope you possession will advise if goods are not delivered by the 30th.

damage to goods shipped of freight endorsement Dec. 8th. to you Can you secure agent showing do this promptly, If so, please condition of goods upon their arrival? entire will be duplicated. the endorsed when bill, shipment sendingus
We

have your

of complaint

the 16th about

Your
to us at
a

that
cost

of complaint the damaged

not to

the 20th rods

has been be
so,

could If

exceed

$3.00.

expense refund.

and

send

bill to receipted

us,

It seems noted. carefully in repaired your city satisfactorily the work done at our have kindly make when we will gladly prompt very

LETTERS

ANSWERING

COMPLAINTS

85

We

are
our

anxious decidedly

instructed

drayman
we

you satisfied and to call for the defective baskets. the transaction

to have

have, therefore,
He will deliver

others, which

hope

will conclude

satisfactorily.

As

goods on

shall expect you

your order of June 10th were to receive them promptlyupon

to
us

only be returned by us. represented Believing you

upon

condition that
of the

shippedas instructed,we their arrival. They can they are damaged or not as

will take

care

remain, we shipmentas suggested,

We

are

advised that

shipmentmade

to you not

on

unclaimed. hand in your city Why do you ? avoid an accumulation of storage charges
the concerning
matter.

take

Sept.12th is stillon and thus delivery

hear from
you

Please let us

Your

respect boiler is
enable
us

complaintis received, but you unsatisfactory. Prompt

adjust the
matter

have

failed

to
on

tell

us

in what

information
to

this We

pointwill
enclose
a

to

with

satisfaction

you.

stamped envelope.
It would books have
to
us. us

hardlybe consistent If the bindingwas

before.

at

this late date

to

permitthe

return

of

written

However,
to

in any way unsatisfactory, you should will investigate the matter, and have we call
on

our accordingly requested agent make fair adjustment. a

you.

He

will be

preparedto

On

the 15th
doors.

we

wrote

We
matter.

have

you about had no answer you from

the

of some disposition

structed poorlycon-

about the
been We done but

Have

letter or any other information to our returned the doors ? Perhaps this has have
not sent

shall be

throughsome to hear pleased

oversight you
you.

bill of

lading.

Your those of with

us our

letter of recent

date tells us

that

our

terms

are

not

as

easy

as

competitor.Well, Mr.
assurance

Borst, what
an

have

you

found Please

wrong
write

them, and what

of suggestions

more

do you with definitely, the

our

suggest as

improvement?
we

that

like to

get the criticisms

and
we

such co-operation that friends,as it is onlythrough

can

lines. expect to developalongthe right

86

HOW

TO

WRITE

BUSINESS

LETTER

returned to apparently time ago by common mail, we must some us againadvise you that they have never reached No doubt, they were us. miscarried, or else they extracted from the mails by some dishonest postal were ployee. emdeliberately You can probablyascertain somethingabout their whereabouts the facts to the attention of your local postmaster, advising by bringing you him

Concerningthe

curtains No.

42, which

justwhen

you

mailed

the curtains,so

he

can

start

tracer.

of the instructions in

It is very unfortunate, Mr. Mathews, that you did not avail yourself letter of April 27th to return the curtains by exour press. fact that you from us, authority The returned throws them the

by

common

mail, without
of the
are

any

direct

greater part
that

responsibility

we you, because upon returned in this manner,

cannot

articles replace

lost while
our

being

unless the customer

is
of

acting upon

tions. instruc-

It is true but ask in each

our

that

we

send

and

customers

every case to do the

our

mail, packagesby common We must we guarantee their safe delivery. return mon same, provided they packagesby comout

hundreds

mail without We

advice.
will continue
to

regretthe loss and

we

keep on
you

the lookout, with the returned.

hope that
our

shall

locate eventually
with those

the curtains

Perhaps

efforts,combined
we so

of your

postmaster, will accomplish

the result

much

desire.

We

regretthe annoyance
table. library

you

have

been

caused

in

factory a satisobtaining

of not sent for the purpose you this was complaint causing you any inconvenience, but rather because your original for led us to believe that an accident in transit was directly responsible As for the affidavit, we
assure

the

damage

to
we

your

bill endorsed,

freight you could not get the original there would be no trouble in havingan affidavit thought
table,and,
secure
as

executed, when
Your second
a

we

could

some

reimbursement

for the
are

letter makes
are

that the carriers it plain

we
ever

not

damage. responsible,
However,

and,

as

result,we
our

sorry

prepared an

affidavit.
a

table. If perfect have can be satisfactorily that the one sure repaired, you now you are the with the ahead wish you would go work, provided we expense will not will and we bill at its completion, exceed $2.00, and send us the receipted in your own be repaired If the table cannot make city a prompt refund. another will send when table, advise to please we so as gladly us, you, in the same crate the return one to damaged chargesprepaid, leaving you
there still remains

responsibility supplyyou
to

with

in which

the

new

one

will arrive.

At the best, Mr.

to

Hewitt,
Thousands

we

hope
of

you

will not

discourage you.

peopleare

permitthis transaction dealingwith us to their

LETTERS

ANSWERING

COMPLAINTS

87

entire
us

and satisfaction all the time. profit and be convinced. again,please,

You

can

do

the

same.

Try

We
more more

have
our

your

letter of
What it is we

recent

date

not us instructing

to send to

you

any

of

advertising
with
us.

matter

because
seems

you

do not
to

care

have
kind

anything

to do

What
all about feel that it would

you say do not know,

suggest
your

some

of dissatisfact

we although sever

should

like to learn
us

for if you deem it, tell

it advisable to
a

relations with

we

be best to do it upon
us

Please

just

what

is wrong,

basis. friendly sendingyour answer

in the

closed en-

stamped envelope.
to replace Answeringyour letter of June 4th, we are ready and willing if in of Feb. the shortage our 1909, 15, by you shipment reported and return the affidavit enclosed with our letter of execute you will sign, of in March This need evidence our as we 26, 1909. investigation tangible stantiate the large shortage reported by you. We do not want the affidavit to subby us. With the affidavit in accepted your word, as that is fully age would eliminated from the controversy, be our possession, your shortyou concluded would be immediately and the whole matter finally replaced to
our

mutual

satisfaction.

you

have had with you, Mr. WTilson, we Throughout the correspondence have taken one said that, right and have virtually or position, wrong,

inch. who stands for We admire a man you do not purpose to recede one the right, but we who will concede nothing to cannot agree with any man the other fellow. In your own in the of authority as a man position, great aim is to co-operatewith your constant If you did work undertaken by them. your brethren in every legitimate work with would and with not them, eventually they you, your leadership Methodist

Church,

we

are

sure

developinto
We
our our

ask

failure. stupendous in all fairness, thus treating to signthe affidavit, you again,
a as we we

company placeand
us,
we

know

you

would

expect us
our

to

treat

you,

were

you

in

in yours. its

If this fair and

denied

shall be

to compelled,

to conclude regret,

complaint upon
know it is
to

present basis, which

is

as

is co-operation your shortage to us as we unsatisfactory

reasonable

you.

Under
No. 17th you

9th you asked 420, in chase leather. This we

sent
us
an

date of June

us

to

quote you
on

on price

port Davenon

did

June

12th, while
Sofa Bed No. recorded

June

order

specifying "Davenport
The clerk who you

black leather, golden oak finish." overlooked our of June quotation

420, in this order

as a

12th, which

returned, and,

88

HOW

TO

WRITE

BUSINESS

LETTER

result,we
of price We

have which

sent

you

No.

420

Davenport

in

genuine leather, the

is $40.00.

to do any reasonable greatly regret the mistake arid are willing itsatisfactorily. It may be that when you receive the davenport to adjust thing with the genuine leather and its evidences you will be so well pleased t hat will have no hesitancy of lasting about sendingus a durability you If you do not feel like payingso much for further remittance of $14.00. would thank advise in the enclosed we us a davenport, promptly, you to will a nd order for another davenport in enter we an stamped envelope, with the understanding that chase leather,this to be sent to you at once, leather davenport may when it arrives the genuine be placedin the same It will also be a pleasat our crate and returned to us by freight, ure expense. to reimburse result, provided you for any extra drayagethat may you do not care to retain the davenport sent to you throughmistake.

You,
and from
a

of

course,

understand
same

that chase

leather

is imitation be

leather,
it as

the consequently

high grade service cannot

your wishes within

of expected few

genuinearticle. Please acquaint us greatly oblige,

As

with

the next

days,and

promisedin
Island, and
Both

our

letterof Dec.

14th, we

wrote

to Mr.

A. G. Brown,

the local agent of the

at Deals

Baltimore,
also to the

Chesapeake " Atlantic Railway Co., road at general freight agent of the same
us

Baltimore.
a

individuals advise

that their books in

show

no

record of

rocker As

Mr.

beingreturned by Mr. Parks that he Parks is positive

May,

1911.
to Mr.

delivered this rocker

Brown,

suggest that he go to him and find out justwhat he did with it. If he cannot produce any evidence showing the actual return of this chair to
we

us,

it may "

be advisable Atlantic

for him

to enter

claim

peake the Baltimore, Chesaagainst

have grave fears of the eventual we Railway Co., although of such a claim. on success Perhaps it would be declined entirely of the longdelay. account do anything don't see how We further, because we have no can we received evidence that the chair was ever by us or any papers showingthat left Deals Island. We to help you in a more it ever regretour inability for us to see why it'simpossible tangible way, but believe you will quickly do
more.

Your No.

letter of June
710
sent to you

2d
on

repeatsthat you

are

tains dissatisfiedwith the Cur-

Feb. 20th,but still to keep them, you are willing providedwe will make you an allowance of a pairof Curtains No. 41. to send you a pair Mr. Brown, what good would it do if we were Frankly,

of curtains

or

$1.00 in cash and leave you

to

keep curtains

with which

you

LETTERS

ANSWERING

COMPLAINTS

89

grow any better with ordered a pairof No. 710 TapestryCurtains in olive green You usage ? and rose to your letter, color,but, according you received both the curtains how this mistake understand in brown. We cannot and table cover
were

not

when pleased

received

and

which

will not

occurred, as neither the curtains nor However, as you insist that we have
to correct

the table made

a

cover

is offered in brown.

mistake, it'sour
so
as

obvious
make and
our

duty
tomers cusour

it.

We

are

to willing
we
are

correct

mistakes
to pay

to

but satisfied,
customers

not

dissatisfied.

You

willing would surely

for mistakes

leave

be dissatisfied
reason

we provided no

sent

you
nor cover

all the curtains in the institution, for the

extra

that

extra

curtains
or

money

would have.

change the color

for not

of either the

curtains
curtains

table

your chief reason live several miles from the nearest

as

you now cite You

the returning
office.

that you
a

occasional that you make If so, why not send the curtains

express visits to this same back

Yes, but is it not

fact

when

? express office for other things ? make such Or, a trip you

perhaps, you to frequently

near

future.
or

have a friend living who goes in your immediate vicinity in the visit there the express office or who a contemplates Please make further effort and see if you cannot a get the

curtains you
want

in
are

the table cover, or when exchange,

both, back
we

to us,

with instructions

as

to what

accommodate will gladly and all we

want
now

We

ready to please you,

it to
us,

you. is your best co-operation.

Give

please.
branch has

Our
about

Cleveland

a second-hand receiving

broughtto piano. What

our

attention your complaint rise to this impression gives Will you

is naturally difficultfor
us
a

us

to

determine

at this time.

please give
a

little more

information?
brand branch.

new

to our records, the pianoyou received was According shipping from the direct Cleveland to our one, shipped pianofactory
was

be received there within the last month, and, as a result,it cannot else but instrument. a new Nevertheless, if there's anything anything wrong should your with be

It

it,we

want

to know

because it,

in perfect

every

and respect,

you paid us for a piano that that is what we intend to put into

home. Please inform

us,

in the enclosed you

a

convenience,as
find
us

to

justwhat
to

earliest at your stamped envelope, found wrong with the piano. You will

quite willing

make

proper

adjustmentwhen

we

have full particulars.

With

reference

to your

letter of June

8th, we

suggest that you

his
were
own

go

to

your freight agent and have him advise us, over the chairs you obtained all arrived broken and

that signature,
to
us.

returned

If

90

HOW

TO

WRITE

BUSINESS

LETTER

you

cannot

get him

to furnish

us

with such
an

to signand entirely willing

execute

denied

full value

for the

remittance shall be

presume you will be affidavit showing that you were made in '07. If us you you are prepare the affidavit and send

advice, we

to willing

do the latter, we for execution.

can

glad to

it to you You in

well understand, Mr.

Warren, that you seriously handicapus

because it has been pendingfor about four years. this matter adjusting be perfectly for permitting the frank, we do not see any good reason final adjustmentof a transaction with us to hang fire for that length of time. in t hat all be We say very plainly our made should to us catalog complaints after within two the o f will we days receipt goods, although grant that sometimes there are extenuating circumstances which make it impossible To for
a

customer

to observe

these terms

to the

letter. But

in

no

case

can

we

silent about a valid customer to remain a imagine a situation to cause about four have done. We complaint speak very plainly years, as you this point, of criticism, but solely of the facts not by way on as a statement to you as theyare to us. which must be as plain

We

are

the returning
are:

anything. Its items

chair $1.00. round in your for the work. If he did what

bill you Rounds

sent

to

us

because
60

it doesn't show
cents

us on

40

cents, work

and

work

that Paul Johnson not to understand are we Surely, put one for the itselfand round 60 cents chair, chargedyou 40 cents than we can If so, he charged pay. you too much, and more else besides putting in the round, we should like to know anything Mr.
own

it was. As what for the item of $1.00, please explain him Johnson

did, and,
will

have incidentally, know the exact

put
we

this

on

bill over
to be

his

so we signature,

that repairs

were

made.
want

Now,
but allow

Mr.

Coble,

don't

unreasonable
any
more

understand, without please

writing you

nor too insistent, that we letters, not can-

for justwhat purposes every part of you $2.00 unless we know allow this $2.00 was spent. Moreover, we cannot you $2.00 for doing man $1.00 worth of work, even though some may have chargedyou $2.00.

Please take the enclosed

billto Mr. that

Johnson
we
can

and

have

him

show
"

on

it
no

justwhat
more,
no

he did,

in mind bearing

onlypay

what

is right

less. which we shall expect to receive not your answer, enclose a stamped envelope.
for grateful letter of June

For

later than June

15th, we
We

are

your

22d, but

it is so unfortunately
to

indefinite with advise you on and addresses

how and other facts that we don't know regard to names the names the subject of short weights. Can you not give us of the persons who have

complainedto

you

about

receiving

92

HOW

TO

WRITE

BUSINESS

LETTER

We Watch

have your letter of June

No.
25 sent

billof $2.00 for 8th, enclosing of last year.

to repairs
us

you

in March

It's rather difficultfor

to

understand

why
in

your
a new

jewelerchanged the main

click
some

spring, adjustedthe hair

and click,although it'sbarely spring possible accident while in ordinary If so, the use. rests with you, as our responsibility guarantee does not applyto accidents. If the watch trouble after its arrival,or immediately gave you any within the periodof a year specified by us, we regretthat you did not write us promptly instead of contracting bill for local repairs the a on for which assumptionthat we would pay for it. The repairs you have could have been made for one-half that by us expended $2.00 easily
or spring, put

that the watch

met

with

amount,

or

even

less. circumstances We
cannot
we are

Under
return

these bill.

much obliged,

to

our

regret,to

your contracted amounts, watch gave you

pay
our

those for excessive bills,particularly

without

trouble, or

returned of all

made gladly

free repairs,

Had authority. you written us when the it by registered mail, we would have provided the watch had not met charge,

with

an

accident.

April30th, let us make it plainthat neither your word that of Mr. H. Bigelow is at issue. Thus far we nor have simply of repairs tried to settle the question 516 upon a strictly to Desk either of you in our confronted with like business basis, and were place, know would observe the letter. to our circumstances, we policy you Here the facts today: You maintain that the desk has been are for the and work. As these without made were $2.25 paid repaired repairs in our our and, as no one authority, employ is authorized to expend any without a proper voucher, we within our in askingyou are rights money itemized receipted bill for the amount to submit an expended. If you will
to your

With

reference

letter of

do this, we
to

shall with

see our

that

check

for $2.25 is mailed will have

no one

at

once.

comply
We

request,you
we

to censure

If you refuse but yourself. the

repeat that

stand

to readyand willing

do

our

part without

slightest delayif you

will do yours.

the Answeringyour valued letter of April2d. We greatly appreciate while it would be of a and, efforts, splendid spirit your genuinepleasure fear it will be impossible to do all that you ask, we to accommodate ordinarily this time feel Miss because that decision we our concerning you in her good is perfectly fair and just. Our confidence Burnett's Muff

judgment prompts
she will in accord

us

to believe that when

more

she reviews

all the circumstances

us

accept our
with

decision

with favorably, agreeing

that it

was

the facts.

LETTERS

ANSWERING

COMPLAINTS

93

of the 31st received. You have indeed been unfortunate postal will do our of our We in not obtaining delivery shipmentof Feb. 27th. If is immediate tracer. best to hasten it forward an delivery by starting write us again. before Feb. 13th, kindly not made on or of the origibillof lading At your request, we are a nal enclosingduplicate that the goods left Buffalo on Feb. shipment. Note, if you please, The delaythat has resulted Railroad. 27th by way of the LehighValley have been caused by some the goods into your possession must in getting and then, regardless in accident which, as you know, happens now transit, of the very finest precautions. Your We
a

have

examined carefully is also cockled

the skirt returned results from which

by you onlyto
extended

find that theless, Never-

largepart of
there for which

its present condition

a

appearance,
are

should

not

usage. be

present,

and

the manufacturers
are

of the latter, we

On the strength responsible. directly another of silk today, send to piece pleased greatly you it not for the cockled

should return we appearance, is a perishknow because that silk the skirt to you, charges following, able you of dress made article and will deteriorate rapidly A regardless usage. all. of silk will crack ifitis simply Sometimes at hung away and not worn

chargesprepaid.Were

silk will crack it subjects The

to

while

on

the

dealers' action.

shelves, providedits environment

certain chemical

all silk,ours included, does nearly accompanies but rather to its dying, not applyto the lifeof the article, etc., to show that the silk measures standard manufacturer could No to requirements. up Its nature makes such a thing possibly guarantee silk to last indefinitely. utterly impossible. which you will and hope the new We piece regret your annoyance, receive in a few days will please you in every particular.

guarantee that

While gave
to the

we

are

most

for grateful
our

in questions
to
renew

attention you prompt and explicit letter of April venient 22d, we regretthat it is inconthe relations with
to your
us.

for you if anything we

not

business

And

now,

we

wonder will you

to your
we

have

done

has contributed
we

decision.
not

If

so,

be very frank and tell us wherein ? You understand expectations surely

want to make

have

measured

up

that if there is
our

anything wrong
we

it right, so you

can

at

least be

friend and

yours.

stamped
The

envelopeis enclosed.

examined perfume returned by you has been carefully by the head of our Toilet Preparation who reports that he is unable Department, with If will consider that all of our to find anything it. wrong you fumes permade in batches equalling will thousands of bottles, are readily you

94

HOW

TO

WRITE

BUSINESS

LETTER

see

how

other complaints like yours have led believe that trouble have resulted from to are us, we your may does the fact that the same in the same not us thing alwaysimpress way. You know, it'sa common to pick up bottles today and pass a experience number reached their contents, and then tomorrow on pick up the same opinion Outside of this physical bottles and reportunfavorably them. on situation, of this particular it might be that your opinion bottle of perfumewas based favorable the odor you detected in the bottle instead of the results perfume after it had been used on a handkerchief or some
on

it would well-nigh impossible As no to be inferior in quality.

be for

one

bottle out

of this vast

produced by the
similar article.

To
a

relieve you of any loss in the matter, we close are pleasedto engreatly due bill for the value of the perfume returned. take it for We it will be convenient If not, you may you desire is sent to you without for you to return this due bill with your send it back promptlyand we will see that

that granted
next

order.

whatever

delay.

Letters
It

of Endorsement

have to your letter of the 28th that we to say in answer us pleases Aultman New and " operated Centuryseparators Taylorengines Both separatorsand engines have givenexcellent for the past five years. have and our satisfied and making money. We customers satisfaction, are sales in line of extend to been able, through our machinery, operations your turers. manufacheretofore considered invasion-proof a by the eastern territory

sold and

Trade
season.

is looking up and

we

a very good business anticipate

the

coming

Answeringyours of the 28th, for a testimonial in regardto your line of machinery. We regret that we cannot comply,as it has alwaysbeen the letters of this character. of this company to refuse to issue public policy with it would lead to complications Doing a jobbingbusiness, as we do,
other

manufacturers
the

with

whom
excuse

we

are us.

connected.

We

believe you

can

see readily

and point
care

will
to

If,however, you
do
so

have
we

with the

assurance

that

any of your prospectswrite us, you may will gladly helpyou all we can.

Your has

letter written in behalf of the and I have

LafayetteMemorial
to

Commission

interested me, greatly already outlined for the

read with much

satisfactionthe
of
a

plans
great

proposedmonument
in which I
am

the memory

soldier and
The
to

patriot. is one undertaking and the participate,

sure

it will be considered in the

idea that the students

privilege schools,colleges
a

LETTERS

OF

ENDORSEMENT

95

prominentpart in this tribute will not onlybe of the most one important epochsin history, of a high ideal of before them the inspiration but will keep prominently and of the publicrecognition devotion to great principles paid to lofty
and universitiesshall take a of vast educational value as
when but a young man he espoused the cause was Lafayette and independence, of liberty insurmountable cles obstaovercomingwell-nigh the It is altogether that of to do so. America therefore, fitting, youth and greatness. should have a part in this testimonial to his goodness I am gladto note that your committee has fixed a date when our people their interest in this proposed in every part of the country may testify their and determination that the monument movement alreadybegun

purposes. General

shall achieve the greatest success.

We have had of your machines in our to daily output of from sixty
one

office for the

past five months

with
of To

seventy-five pages. and general excellence operation its work, itexcels any other machine that has been broughtto our notice. satisfaction is to give but scant praise. say ithas givengeneral
average In itsmechanical
an

construction,ease

of

to acknowledgea copy of the actor's edition of "Ben pleased Hur. It is a compendioustreatise and adds new laurels to this creditable I have believe book will find unparalthat the to reason production. leled every favor with the people and meet with a most gratifying sale. and with sincere good wishes, I am, Thanking you very cordially

I
"

am

to Referring

your set of Modern

extensive and

Literature.

Our
so

find proofreaders

its vocabulary so

rich, its definitions

full and

hensive, compre-

and scholarly, its literary illustrations searching and v aried that it need not onlysupplies so copious, felicitous, a longfelt in their department, but in frequency of use and weightof authority is fast The coming to supplant every other work hitherto in vogue with them. of the book while the execution is work typographical beyond praise, press is simplyperfect.

its etymologies so

gladto advise you that I was a student in your which time I made most satisfactory years, during tors to you and your efficient grateful progress. I feel deeply corps of instrucfor the many favors so willingly shown Your school certainly me. enviable in the I educational world. shall recommend a n occupies position it to any young man desirous of acquiring and comor a thorough plete woman of study in any of the commercial branches. course and pledging Wishingyou still greatersuccess support, you my hearty
am

At your

I request,
some

institution for

two

lam,

96

HOW

TO

WRITE

BUSINESS

LETTER

Letters
Letters like these should

of Recommendation
be

with greatcaution and very sparingly. given is detrimental to the giver To give out such letters promiscuously and of no benefit to those receiving them. Every firm would find it quite particular advisable to refuse such letters entirely. A good planis to let the applicant reference and then have the prospective use as pond employercorresyour name with There you
are

direct. when times, though, it is necessary

to

givelettersof

mendation. recom-

man

for

doingso, be sure to exercise great care and recommend know him to be. Do nothingexcept what you personally
any
one

In

not

recommend

upon

friend's endorsement. Be
man

Don't, for the sake of

in concise terms
more.

beingvery friendly, say too much. what you know about the telljust write a deceptive recommendation
it,you will
basis. This will be handed visits your
you
sooner
or

and very definite, and

no absolutely

If you up to

and

the person of

does not

measure

later be accused

endorsing peopleon

friendship

by

Mr.

W.

N.

Root,

friend particular
you
can

of

mine, who
him

will be much
This

business. on city appreciated.

to you

Any

courtesies

extend

will introduce

teacher of
your you work may

Long Branch. in that city and comes and bookkeeping stenography in those departments. I shall be very grateful for
Miss her. whom

Riddell, of

She is
to

view favors

any

show

in yours of the 15th, you inquired in our employ for nearly because dullness five years. He left us solely was in trade made it necessary to dispense with his services.

Mr.

F. C. Johnson, about

We

recommend will make

him
no

believe you

honest, capable worker, and as an very heartily his services. mistake in securing

I have for the

known

Mr.

Henry
He

Hobbs

as

and neighbor in faithfully

fellow townsman tive elec-

past twenty years.

has

has served
a

several minor

offices and I know

always

been

citizen. substantial,law-abiding
"

but

as

that nothingof his Civil War record citizen he is deserving of recommendation.

you

have

before

you;

It who

me gives

to pleasure

introduce

the bearer, Mr. of

Thomas

Williams,

is about

to

visityour

cityin search

employment.

LETTERS

OF

RECOMMENDATION

97

Mr.

Williams

is

young

man

with is a member

whom of my

I have

been

for several acquainted and honest bears

a an

years. in this community. He enviable reputation conscientious worker.

as a

He

church, in

intimately ing, good standis thoroughly

and

faithful and
you
can

Whatever

do for him

will be considered

favor. personal

This is to

that certify
for the

the bearer, Mr.

I

R. F. Smith, has been

am

faithful him
to

employeof
is

mine

past five years.

and

to pleased

commend

the confidence

of the business

community.
a

He

has

an

attractive

ity, personalwell to

honest thoroughly

with exceedingly painstaking

all his work. will do

Any

one

needingthe

services of

progressive young

man

employhim.
This will introduce the bearer, Mr.

for the purpose to Mr. Lynch to be assured of

his fallline of of purchasing

an

During his stay in

our

Lynch, who visits your city goods. You may extend credit amount not exceeding $1,000 and chargeour account. accord him every courtesypossible and please your city, appreciation.
H. D.

J. B.

The

bearer, Mr.

Sullivan, intends

to

enter

the

employ of
one

the
our as a

Machine has Co., your city. This young man Plattsburg citizens for several and I commend good cheerfully years, of confidence. gentlemanentirely worthy your

been him

of

to you

The with

bearer of this letter, Prof. E. R. Musselman,

has been connected

this institution for the past seven shown himself to be a successful and

time he has years, duringwhich conscientious instructor. He was

and eminently popularwith the students, excellent as a disciplinarian, devoted the best and interests to of the In school. thoroughly highest and devotion to duty, he fully the remet quirements scholarship, teaching ability of his position, and in takinghis leave carries with him the the teachers and the confidence,respectand well-wishes of the Principal, pupils.

Letters
I have

of Commendation

justlearned,

patent. If my

of the acceptance of your with great pleasure, information is correct, it is a dynamo attachment of an

The sale of this article should nature. indispensable I it will be eagerly believe as firmly soughtby and other countries.

be without

a dent, preceelectricians of this

Congratulating you

and

washing you

success,

I am,

98

HOW

TO

WRITE

BUSINESS

LETTER

I with

am

informed reliably
General
a me

that you
Co.
success.

have

secured

responsible position
best

the

Electric

and Accept hearty congratulations

wishes for

future of unlimited

Keep
Let

informed fully

of your

progress,

please.

the very successful consummation of congratulate you upon your college As you beginto struggle with the problemsof your new vocation, I admonish you to be mindful of all opportunities, observant and very keenly attentive to the absolute necessity of thorough and efficient work. It will well for you to get an accurate be of highand lofty ideals and comprehension aim to make in ever factor a very commercial circles. yourself important I shall expect great things of you.
me

course.

congratulate heartily you most upon the creditable record the steamer, last Thursday. Cityof Erie," on her trial trip, recall that we have made for this boat, as some great predictions
"

made You

by
will

she is an

ideal embodiment will continue

to

of marine

architecture.

I have

no

doubt
of her

but that she

demonstrations givevery satisfactory

superiority.
you is of our every

to Referring We appreciated.
new

your
were

steamer

and

have

I assure note of the 4th, which congratulatory much the the trial result of at run gratified to believe that she will carry out good reason

made. prediction Heartily reciprocating your

kind wishes and

with best

I am, regards,

the You be

reached me that you have been elected as one of just of the Methodist Church. the destiny to preside over Episcopal bishops and the earnest wish that you will have my sincerest congratulations Information

has

eminentlysuccessful.
To be elected to such
an

is indeed an honor, for which position I believe I am not given when to flattery over grateful. you should be truly I proudlyremind more acceptable you that no person could have been the lower ranks of from Your advancement chosen. very conspicuous of is sufficientcommendation to your present official position Methodism the excellent service you have giventhe church. Wishing for your administration of affairs much success, I remain,

exalted

We your
us

thank

you

very

much

for

remembering us
are so

with

an

invitation to
some one

wedding anniversary. It's unfortunate twenty-fifth

accept, but

that

of

cannot

just

now

we

very

busy

in

forward hurrying

100

HOW

TO

WRITE

BUSINESS

LETTER

We
to
our

note

with

regretthat your valued letterof May 20th, in response

letter of If
our

was inquiry, were vocabulary

about your much things confine ourselves to a plainbut hearty "Thank must we gifted ordinarily It's in such an enthusiastic way to have you tell us an inspiration you. that we have pleased and satisfied you. In fact,as we survey the whole of human know round of no events, we compensation equal to that of else have If in a small we succeeded, even making somebody happy. hundreds of customers to make our measure, happy,then we have done all
' '

pardon us. would say many only a pleasant but letter, so are we as appreciated only long
little we larger

filed before it was

answered.

Please

that could be desired It has occurred

our

or

expectedof
us or us a

to

any that sometime

organization.
in the
near

either city if you

on

business

fail to
a

and factories,
women are

pay where of the offices, glimpse for

our

pleasure.If so, we visit. A trip througha part

one

future you may be in shall be keenlydisappointed of

our men

great
and

thousand
will
no

earnest

working hard
as

customers, of

doubt

to you,

it does to the hundreds

peoplewho

centive inprove an visit us annually.

it may

are we sure Wishing you all the good things you deserve, and trusting be our pleasure often in to to serve days come, we are, you

Sales
Our
and goods, Mr.

Letters
about the 15th with
out
a

line of fall

or on Whitney will visit your city have We made extra an samples. an

full

believe

examination

If you have any your orders. Mr. to us Whitney'sarrival and prior have
our

getting merit you that they with communicate needs, kindly imperative
of them will convince
rest

effort in

these

assured that your

request will

most

courteous

attention.

Have

you

few

minutes

indulgence.The enclosed advertisers. People, is of interest to all high-grade

"

If so, we booklet, entitled "Ten

to

spare?

ask respectfully Minutes Thank

with
you.

your Ten

enclose a list call on Aug. 28th, we to our Referring representative's of goods with prices, for which we are importing agents. We shall be glad be interested. of any in which you may to send samplesshowingquality will endeavor Tell us something about your needs and we to please you.

Your that the

warrant

has expired. Do you feel to "Literature" subscription to of the paper appeals to you sufficiently high literary quality ? a your taking year 's subscription trial

SALES

LETTERS

101

We

should like

to have

your

name

on

our

listof subscribers and

are

confident
to

your you will not regretplacing enclose We receive this periodical.

for $4.00 with us subscription blank for your subscription

convenience.

Our

Mr.
us

Jacobs

called on

to peaches

in this market.

and very nice fruit, this season. We do

not
or

that, no

daysago with reference to shipping has givenus your name as havingsome ness of your busidoubt, you would giveus some
you He
a

few

believe there is anyone

here better
"

more

capableof giving you

of Dock Street

satisfaction
Our

handlingyour
"

fruit to Dock

advantage than ourselves.

in the

situation here is not

No.

132

Street

is in the center

have by any surpassed inside the advantageof havingtwo large us stores, which gives ample room in which to handle well as the largest as pavement space in this city your goods. in We dealers in fruits and vegetables are, as you know, the largest this city and have the largest trade to interior pointsin Pennsylvania, shipping York and Ohio of any house here; consequently, not New are we This all times market for outlet. to depend on at our an own compelled often gives the advantage of prices above our Fruit that us competitors. moved arrives fit for reshipment is very largely sold to these interior or points. confident We hope you will start in and do business with us, as we are entire If satisfaction. want we can giveyou you any tags,stamps, etc., and we will keep you supplied. let us know kindly

market, and

other location

city. We

Rapidsoffice, for further attention. We to learn that us are pleased interested in the Card Index and trust log the cataare "Macey" System you sent you from Grand Rapids has been received. have a representative We line of samplesat the above address, and if in this neighborhood, in and examine them. come just They will interest
to
our

Your

valued

of inquiry

the 16th, addressed

Grand

has been

referred to

you,

we

are

sure.

Should
to right
or better,

the

your order, we
return

shall be
at

information catalog gladto serve

our expense in your best

be

sufficient to enable Our

you

to

place
the

any

you. article not

not

guarantee reserves
as exactly

you

or represented

which
at

judgment is
our

the very

best

obtainable

anywhere
We
us

the

trust your to how as

price. acknowledgmentof
we

and catalog

form this letter will in-

may

serve

you.

102

HOW

TO

WHITE

BUSINESS

LETTER

This from you,

will
we

again refer
fear
we were

to your not

favor of Dec.

16th.

Not

having heard
the information

clear in sufficiently

giving you
both

you anxious to card

wanted.

If

giveyou
over

we assure are so, you that we the fullest details concerning the

and willing of advantages our

system
we

any

other

system.
to

to your satisfaction, ability supplyyour wants entirely 25 of our viz.: "We have such a catalog, degree of confidence in the superiority of our those of system and our goods over of our to deliver one outfits any other system, that we are perfectly willing trial. You may keep it thirty on examine and test it in every way, it, days, and if you do not consider it the best obtainable anywhere,it be may returned to us and the experiment shall cost you nothing." Of course, we might add that we will pay you for your trouble, and would be perfectly we there could be any, but to do so, provided willing

Regardingour

quote from page

the card An

system is made

to

save our

trouble

and

it does it.

hear from

to prove opportunity you, please.

assertion will be

Let appreciated.

us

It would
to

us please

to learn if

our

sent catalog

some

days ago
desired
no

in

sponse re-

your

request contained
interest or

the information value

to you.

suggestions proved of

you There is

and

if its

but question

that the card system may be made if you to meet your every requirement will inform us of these more particularly. By use of the "Macey" card

system, office routine

mind
over

can

be

several. formerly requiring We

that one clerk simplified System has been well defined

so

can

handle detail

"The

triumphof hope
you

matter," and the card index is in itself a teacher of system.

welcome
us soon.

further

correspondence upon

and this subject

will favor

Agreeableto
Hon.

your

request,we
Attached

pages Thomas
We

and

illustrationsfrom
B. Reed.

of specimen sendingyou a portfolio "Modern Eloquence,"edited by the

are

to

some

pages you will find brief notes

a

of interest. also enclose

us
an

illustrated pamphlet, which

to pronounce

number

of persons
ever

have done

the honor
set

the most

readable

conspectus
so

issued, regarding a
credit of the
and have the work

of books.

This
wrote

is not, however, the circular

which
as

much

to

the

who literary genius

to American

to

the very
and

original
his
ciates asso-

contribution exceedingly refreshing made is without and that precedent, volume. a single duplicate

Mr.

Reed

literature. You
no

that will readily recognize how

matter

large your library,

it will

not

For

the firsttime, the best after-dinner

of America's anecdotes, reminiscences, and repartee,

lectures, addresses, speeches, and England'smost

SALES

LETTERS

103

brilliant men
men,

are

collected,edited, arranged, by
with eloquent word and

an

Editorial Board Reed

of who

themselves achieved
west, and in every

pen

"

friends of Mr.

have and

eminence the mother

in many

fields of

country as

North, east, south activity. pieces well, have been searched for masterwork

field of
more;

eloquence.The
American

is

enticingly entertaining,
elsewhere
afford
so

but

it is much
an

literature does

not

and quesand discussion of the important events exposition tions of purity of our national history, and grace nor so specimens many and beautiful and classic English. of style, idea of the 4,500 pages in the The few pages sent will giveyou some and and colored plates the are specimenphotogravures completework, illustrations. The of the volumes, most however, representative speak for themselves. than They will appealto you more abundantly strongly make in solicitor. Instead, statements can a letter, o r a we through any therefore,of sending we a solicitor, placethe matter before you by mail. for your irrevocable order, we requestpermission of asking In place to send to be returned at our charges prepaid, you a set on approval, expense if it for itselfa permanent placein your library, where should not make we attention and afford you more think it will receive more a nd pleasure profit

valuable

than any other set of books you have. With the circular you will find an Please
note

printed
fail to

on

back of it the
fill out

for this publication. Better the books

we please

blank. approval"application for fixed the low reasons given prices the blank and return promptly. If back
at
our

"on

will take them

expense.

in your city adopt a new speller schools. In view of this, of our "School Studies in we a copy are sending Words, to quote you, in lots of 100 or a more, upon which we are pleased discount of 60, 10 and 5% from list price, of which is enclosed. a copy This book isused in the public schools of Pittsburgh, kee, Milwauand Chicago and from the several different boards we have received flattering monials testiof itsmerits. as to the superiority When trust you will give we our you are readyto order your supplies,
are

We

informed

that you

intend

to

' '

books

fair and

careful consideration.

with your request,we are mailing, with compliments, compliance, trialpackages of Horlick's Malted Milk, in both powder and tablet form. The use of our delicious food productas a table drink, in place of tea, will It believe. will be coffee,etc., found a healthful substitute please you, we for these beverages, it refreshes and nourishes, and acts benefias cially system. A meal in itself, upon the digestive organs and nervous when solid food would ordinarily distress the stomach. Invaluable in and other forms of impaireddigestion. A cupful, taken hot dyspepsia

In

104

HOW

TO

WRITE

BUSINESS

LETTER

relieves nervousness and wakefulness, and induces sound, retiring, refreshing sleep. It is not a medicine or alcoholic stimulant, but a highly food product, concentrated all that is delicious and nutritious representing
upon No milk nor pure, full-cream milk. form in water, hot or boiling required.Merely dissolve the pulverized cold, as per simpledirections on label. The tablets
to be
are

in the extracts

of malted

grainsand

suitable especially

for

use
are

as

schoolroom

luncheon.

They
Should
from

are

eaten

dry.

15 to 25 tablets

Price,either form,
your
us.

50 cents;

$1; extra large,

unnecessary

cause druggist

you

to a full meal. equivalent or $3.75. size, large, family delay,pleaseorder direct

There
out

is

no

use

of
"

our we

"beatingaround
want

the bush" for

a

"

we

might as

well have

with

it first as back
no

last it up.

your far
name

order

water

and filter,

the

goods to
There's

earthly reason,

so

as

we

can our

see,

adding your customers, and no reason pleased of using the best there is the filter. quick-cleaning
"

the satisfaction of

to

why we shouldn't have largeand growing list of

have the satisfaction

why
LYNN

you

shouldn't

double porcelain cylinder, but

flow,

This

machine We

is all any other is and

want

more,

trialof it is what does

in this filter back
to

the business.

you

to feel
name

justa
a

littlebit interested and

so please question, put your us immediately.Then we hear we Trusting may

on

card postal you

our new

let it come

will mail from you

illustrated
are,

catalog.

at

an

date, we early

AND

clerk has FOURTEEN The-Eight-Dollar-A-Week FORTY MINUTES at his disposal every day of
man

HUNDRED

his life. The

Have
to

Ten-Thousand-Dollar
you with
ever

has

the exactly economy

same

amount

of time.

an figuredthat possibly

of its

use

had much

do

the difference ? Give

a

clerk

more or

than

he

can

do in the hours

of his

working days
costs

and you

he

overworks

shirks the work.

Either, in the

long run,

money. Charles

W.

Eliot, President
to be
a

of Harvard
a

man

ought not
There is

employed at
it over.

task which

A has said, University, machine can a perform."

"

lot of Think

hard, cold, sound

machine

business

sense

in President

Eliot's remark.
You have

clerks
at
a

doingwork

can

do You

more

do quickly, MACHINE
our

it

better,easier and
in will do all
we

small fraction of the cost.

should

be interested

knowing how
claim

the BURROUGHS for it. The

BOOKKEEPING
is entirely at investigation

expense.

SALES

LETTERS

105

No

no obligation,

enclosed card. DO
IT A

mail the on your part. Simply sign and expense It will bring you relief from the worries of office details.

TODAY.

in a day" and another proverbsays "Confidence cannot be won You not firmly begetsconfidence." proverb says "Confidence may confidence in when confidence in but do, us a day, placeyour you your in us and in the Poster will begeteven greater confidence, and we predict mentioned above will make that both proverbs good. that can be advertised can the Poster. use everything Practically be and TIVELY EFFECBE it must Your MUST SOLD; QUICKLY product that induces him to buy, and, SHOWN to the buyer in a way miniature reproductions under separate cover, we are sending you some and furnished throughthe courtesy of the National Printing Engraving miniatures several different lines of Co., of Chicago. These represent and small the them in indicate a business, all of highgrade lines, way medium. of the Poster as an advertising popularity of the reasons You some undoubtedly know why the Poster has of the will mention We Sellers. so Popular justtwo popularized many this form of Publicity three, and shall hope that you will seriously or give

the consideration
and form color of

we

think

it merits

First

"

their

location, size,
No other

always

attracts
so

attention.

It cannot

be otherwise.

can Publicity

in color,in size,and
an we

form, nearly representyour product in picture and in the absence of a picture, general appearance,
line tells your is less than through other
or

illustrated trade-mark

catch

story well
mediums,

;
we

and
mean

when it.

say that the cost Write us for information. You

doubtless have

noticed

that

on

lively advertising campaign throughoutthe country. Just how

a

in

Everybody's Magazine is carrying the magazines and newspapers and just what for, this letter big,
"THE B. BEAST AND

will tell.

$50,000 in
THE

60

JUNGLE""
This

days,will spread the story of articles" by Judge Ben. eight

off your feet.

tale will carry

revelation of who
town

concrete

Lindseyof Denver. most amazingly you that has ever and municipal, been cussedness,political
It's the what he is talking about.
to

by a man and every city

The

told

knows

It will make

hit in

It's brilliant, but series

sane.

bigenough It's burning, but

the October

know

what

the word
to the

tender
"

"graft" means. pointof pathos.

It gets swifter

begins in
"

number
new,

justout.

with each
the

issue. succeeding

That
"

means

live circulation.

Everybody's band whole parade, and

wagon the tune

"

the most usually we're starting now

is

thingin interesting
will be sung where. every-

Better get aboard

eh ?

106

HOW

TO

WRITE

BUSINESS

LETTER

You
a

doubtless

realize that the Weather

Bureau who have

has at last decided been off putting of

an

on

overcoat vigorous

policy. Even
at

men,

their
usually un-

for cold weather, because preparations late fall, must Winter in the

of the

mildness lingering
on warm

last put themselves

soon

the defensive. for comfort, and find such

where no-

weightswill
citycan

be

none

too

tastes gentlemen of particular

complete

satisfaction in elegant in effects, as clothing and importedfabrics; handsome gray

of fine domestic variety my large and Oxford Mix overcoating in the most
see

vicunas, worsteds, cheviots,etc., made to your measure effects, mode of modern, high-class When acceptable tailoring. you
admit you'll frankly unusual worth. Here
are

that $20 up is little enough the newest, too, in suitings, grays, and largest
most

the ments garfor such price

stripes, plaids,

for tailored, elegantly

to

$20 up; also go, order-made, for $5 up.

are

select line of trouserings

with our establishment,you'll enjoy already acquainted the stock of the most furnished merchanting over looking completely plant betwreen Chicago and New York. Glad whether to have call, you you
not

If you

become

customer

or

not.

mailed letter of the 24th ult.,with which to our we Referring you invention. did and of not reach samples Possibly they description our new shall be glad to send others. We want you; if not, we you to read our it will be well book Business Pointers, because time spent in reading
' ' ' '

spent, whether
If you valuable
not
are

you

adopt our
card
not
are

device

or

not.
our

using the
if you book

system,

Pointers

will make

it doubly
you do

to you;

usingthe card system, it is because

its great utility. fullyappreciate There is

no

card sysbe improved by our system which cannot tem how this is,we should have your order by return true ; if you knew mail, and as we want to convince you of this, we are ready to go to extremes
to do

it.

we

If you will tell us in what department to make a trial, you are willing will send you a completeoutfit on keep it long approval; you may
test it

enough to
we

and thoroughly, it at

if you

find it lacking any

tages of the advan-

claim

for it, return

We unusual

could not afford to make

our expense. this liberal offer if our

goodsdid
of

not

possess
to
use

merit; neither
more

can

you
not

afford to lose this chance

to use
our

them. trying

It is costing you than

system than it will cost you

us

enables it; twenty-five years' experience money other firm. reputable

to furnish
us

better this.

goods for less

prove any of your cards, will send us samples If you are using a card system, and furnish a We will orders. future that will we secure quote prices your rubber stamping outfit at very small cost, which will enable you to utilize Patent Pointers. your present record cards in connection with our

Let

108

HOW

TO

WRITE

BUSINESS

LETTER

Joy

is

contagious we've
"

caught it from
you
see as

our

readers.
on
"

Our

tion circula-

manager

had
man

an

attack of it, and could But become you with know

the result that

the enclosed

slip.
"

Only
wants

happy

2 for 1 and

3 for 2.
come

as generous the impulseof the

givingyou

about he

happy
But He
our

man,

everybody to
man

alongand

be
so

happy with
what
on

him.

tion circulaafter have

wasn't
or on so

content

this;

did he do?

went

dozen

of his circulation friends the enclosed

other

and magazines, make such

you

the result How offers is

these
more

other
we

slip. magazines can

can

afford

to

combination be introduced

than

unless it be that they are tell, who ask

no

gladto
But

to the merry wise you'll do as we

crowd do
"

read

GOOD

HEALTH.

jump questions, just

in the money,

if you are We'll at the chance. what you want,

take and

care

of the details. IT
are

Just send

tell us

DO You

QUICK!

probablyin
doubtless

the market boxes of

now,

or
"

will be soon,

for

some

candy

and

quality help you to sell your candies to the best advantage. understand should like Assuming that we correctly your needs, we with our to make boxes, which are distinct because they you acquainted combine and individuality. quality They are made from strictly high insures automatic which materials, grade by machinery, uniformity. made for our exclusive The of them the greater number were on designs is artists of Scotch For there merit. our use example by recognized Girl design,produced by that inimitable artist,Mr. Archie Gunn, in Highland costume, three girls alwaysunique and separately picturing this series for The three in would print we always interesting. designs you by the three-color process on fine paper, which has been "roughed," loose wrapped with folded ends. and put the wrappers on furnish you with the ever This same box we can popular"Fencing Girl and two can or new we original give you a design, showing poses,
want

boxes.

You

somethingthat will attract

also

' '

"

' '

' '

designof

two

Indian and

Girls

'

Heads, both of which

are

admirable
Bear"
a

because
Series.
a

of their clearness

detail. striking is the "Teddy girl designs

In addition to the different These

no require

comment, special it in
some

except

that

box

with

of picture

Teddy

Bear

on

of his

funny

antics will

alwayscapture
to
a

the eye

contribute much of the younger element, and, perhaps, If you should require somethingstillbetter,we
aS "Ur

sale. known designs

' '

have

"1907

Heads

"

"

Cleveland

Florals Series"

'

'

Oriental Series

' '

"Bird

Series"
we
can

"Coquette

Or, if you wish,

effect.

in fine design supplya particularly

tapestry

SALES

LETTERS

109

If you of which we

stock boxes, in the line of our regular needing anything have mentioned special onlya few, we can get you up anything familiar if will make with low consistent us at a high quality you price made Our large with your needs. facilities, possible by the fact that we operate three factories,enable us to guarantee prompt and thorough
are

not

service. To make
a small pamseparately, longstory short, we are sending, phlet littleidea of what do for we can give you, while with you a enclose a stampedenvelope. Kindlyfavor us to the extent of a

which this letter we

will

sayingwhich, if any, of the boxes we have touched upon interests you. Whether should like an opportunity to send you what you buy or not, we with price listand discounts. together samples you may request, of candy hear from We shall be much to pleased you upon the subject
boxes.

Miscellaneous
We
are

Letters

and your city of it. His business

the advisability of establishing office in a branch considering the management for a competent man to assume are looking would be to hustle for trade and
our

attend

to the

pondence corres-

in connection You

with

work

in

Chicagoand
as a

have been
Do

recommended highly
care

to us
a

man

adjoining territory. faction. to give satislikely

you

to consider

? proposition

I regretthat I
of recommendation, letters of public the
names

cannot

comply with
reason

your

recent

request for
it a

letter
to issue

for the
a

that I do
If you

not

make

such

character.

will be kind

of the persons with whom you are write them behalf. in Your record while with me to was pleased your creditable and perhaps I can say something that will be of advantage to you. I Wishingyou well, remain,

practice enough to giveme I shall be corresponding,

In

and
forms

today's Herald, accomplishedbookkeeper,thoroughlyconversant

answer

to your

advertisement

in

for

an

experienced
the varied

with

of mercantile

I desire correspondence,

to offer my

services.

in discharging the affairs of the counting-room My past experience the belief that I well to render efficientand acceptable am justifies qualified service in such a position. For the past five years I have devoted myself almost exclusively to expert accounting.I was quiterecently employed their books, and to examine as by H. B. Claflin " Co., New York City, refer you to them. to my would respectfully accountant as an ability be I this will c onsidered, am, Hoping favorably

110

HOW

TO

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BUSINESS

LETTER

vacant now position the services of an able and experienced accountant requires who is capable of solving the most one complicated problemsat a glance it and able affairs to the of the position with as intuitively, were, dispatch and accuracy. A person possessing intelligence, rapidity onlythe ordinary clerical qualifications would find it utterly to ing impossible meet the exactof the position. requirements Should you stilldeem yourself adequately equipped for the place, favor with call. an us kindly early
answer

In

to your

of application

this date.

The

in

our

house

"

"

Answeringyours of the 5th. We have been very favorably impressed with your application for a position in our house, and would accordingly interview. We wish, however, to emphasize the fact request a personal that we need an experienced and accomplished a accountant; capable, who is thoroughly reliable as to his habits, worker, and a man energetic and The affords a very liberal vacant now integrity ability. position remuneration to the person possessing the requisite qualifications.
Your of application
no

the 5th received and

noted.

We

regretthat

at

present there is
used
trust

in our offices where vacancy your services could be We for have filed your letter future reference and to advantage.

you

will be successful

elsewhere.

that your services with this company will notify you terminate on June 3d, 1909. Saturday, and in your from our most customers Repeated emphaticcomplaints in regard to your objectionable conduct have compelledus to territory take this action. We realize that a traveling cannot please representative *s removal all of our customers, but when complaints and requestsfor a man in to us from all alongthe line,we cannot gate. do otherwise than investicome This we have done, and we confess we are astounded. frankly
to

This

is

appointedfor the purpose of appraising property, will wait on you, at your place of business, on Thursday afternoon of next If the time Street. week, at 3:30, to appraise your property at 278 Main factory and placeis not agreeable, will you kindly advise as to what will be satisto your convenience, and oblige,
committee,
I
firm. of
am

Our

You
our

for various reasons to sever obliged my connection with your tion will please to take effect at the terminaaccept my resignation,
contract
on

June

30th.

This decision has been

reached

after

MISCELLANEOUS

LETTERS

111

mature

and deliberation,

under

circumstances existing

it appears

to

be

best for all concerned. health failing rapidly have

Perhaps it would
is the chief
reason

be well for you to know Our for this action.

that my relations you with

alwaysbeen

great regretand
so

leave hence I necessarily extremely pleasant, for the many acts of a deep sense of gratitude
me.

kindness

accorded cheerfully

the advisability suggested for the purpose of discussing of organizing Club, chiefly a Get-Together If will be social problems. interested, present at the you are you please June 20th, at which time the ground church parlors on Wednesday evening, will be gone over and if possible a permanent organization thoroughly quite

Several of the young

men

of my

church have

effected. I should you will be We

to
use

the courtesy of appreciate

your

answer

as

to whether

or

not

present.
if you are in a position you for the purpose of ascertaining of the New Haven of Electric Railway Co., to the amount
are

address bonds We

these at par, subject to immediate offering acceptance. remunerative If you are investment, a we contemplating suggest that you purchase the entire quantity at the price quoted. We make this because we in a position recommendation that the to know are advisedly, is returning stock of this company If you feel dividends. satisfactory for any or all of these bonds, we to conduct shall negotiations disposed be pleased further to give particulars. you

$10,000.

the loyal and enthusiastic tone of your letter greatly enjoyed Its kindly sentiments are much appreciated. We find it difficult for the antagonistic attitude of certain to account We unions against our employ several hundred peopleand company. know for a certainty that many of these are identified with unions. That condition is perfectly do not that we to us, for the reason satisfactory We discriminate. treat everybody alike, aiming at all times to deal with and customers to their individual merits. our our employes according An institution dealing with the public at large could hardly afford to follow unless different it certain failure. t o the to were a policy willing open way for bringing We thank you very much this union matter to our tion attenand hope you will keep us fully informed of any further developments We

have

of

January 23d.

affect our sincere thanks for that may interests. Also, accept our most the excellent work shall you have done for us and the promise that we
ever

strive to

serve

you

well and

faithfully.
which intend you say

has

Answeringyour letter of April15th. The statement been published in your newspaper to the effect that we

to close

112

PIOW

TO

WRITE

BUSINESS

LETTER

our

plant on
of
our

June

1st,and
is
a

will be unable deliberate cloth

after that time malicious

to

the satisfy

needs
was

customers,
out

untruth, which, in all

The
our

probability,

manufactured

of whole
our

by some

absolutely nothingabout
that
we are no nearer a

business. of

person who knew real facts of the matter are

1st than

shut-down

Atlantic We

Ocean wish

of you

beingconverted
would send
us

into

plant on June dry ground.

is the

of copies them

notice has in
care

appeared.
above

Please have

the papers in which the above addressed personally to the writer,

to you

of the of

amount

postage

company, when paid,

we

of their cost us advising will cheerfully reimburse

and

the

you.

It is with very deep regretthat we announce the death of our senior As you will recall, he was C. Smith. in partner,Mr. Andrew formerly of our Sales Department. Mr. charge confidence we bespeakfor him the same E. W. that

Meyers will succeed

our

him

and
tofore here-

deceased

friend has

enjoyed.
We the the appreciate
trust

past and

favors you have many that in the future it will be

so our

accorded in us willingly good fortune to receive a

largeshare
Some person
too

of your

valued

business.

time ago
We
are

we

shippeda
J., which
to find
a

half barrel of he refuses to

customer

at Princeton, N.

oil to a cylinder it arrived accept,claiming

reserve

late.
The

anxious

for it.

oil is

first class strictly

satisfaction. If you perfect

27 price
cents
a

in every will favor us

respect and

guaranteed to give
we

by

takingit

will make

the

less freight. What gallon,

is your

? pleasure

in announcingthe appearance of Henry Irvingat pleasure this theatre on Friday, April6th. As he is to givebut one performance, and the chances for seeing artist again in our the famous are city very would like to be consulted in remote, I take it for grantedthat the public the selection of the play. Any one works in his of the brilliantdramatic and the should have an interest alike for the generalplaygoer repertoire students in the various educational would opinion,
as as

I have

institutions. If you

will advise

me me

which, in your make the event

popular the courtesy of Anticipating

Please that have

prove it assuredly will be artistic. your

answer,

the wisest selection, it will I

help

am,

note

heretofore between
our

cancelled the arrangement that has existed ourselves and Messrs. Naar, Day " Naar for representing
we

goods.

W7e

might here

state

that the arrangement

was

always

MISCELLANEOUS

LETTERS

113

and the reason satisfactory to look after our representatives

most

for the

change is that we business generally.

Robert M. demands
we

desire

personal

Hereafter
at

our

salesman, Mr.

land Johnston, will visit Clevewill send

an

and as frequent periods, expert adjuster. We bespeakfor he may not be We and if you will advise call,

the occasion Mr.

us

Johnston
at any
our

doing proper
invite you
can

work

we

will have

whenever your indulgence time that your machine should adjuster stop and look at it.

on correspondence

business, and
mail
or a

to the pertaining any subject feel that it will have prompt attention
"

typewriter either by

visit. personal

The

only conclusion
have

we

can

reach, after

readingyour
if you

letter of June have

12th, is that you

money

been

defrauded deliberately tried to sell you

to the so-called
was a

agent who

of ours. representative have do not sell sugar, never and, we agents,while, in the second place, unless all signs shall. fail, we never Let us, by way of friendly advice,warn to pay any you never money for goods to be delivered at some future time. If a stranger to strangers calls at your house and has something with him to sell, and you want it, you unless the quality of the article was would, of course, take no chances inferior. We also ask you, as a matter of protection to your own interests,
as

that he

paid any under the guise sugar In the firstplace, do not we employ

well

as

ours,

to pay

no

attention

to any

man

who

representshimself
or

to

be

around traveling

for us, with

to authority

collect money

take orders.

the invitation you sent me greatly appreciate will it graduation.Owing to a previous engagement,
me

to

witness your

be

for impossible

to attend, which

fact I

regretvery much.

Please of the
course

accept my
of

the successful completion congratulations upon studyyou have been pursuing. I have watched your progress have
no

with interest and

world
as

The business your future. for earnest, college-trained is looking and knowing your record, men,
as

doubts

to

I do, I may

for predict

you

brilliant future

in whatever

of endeavor .line

you

undertake.

Kindly accept my
to take effect June

as resignation purchasing agent

1st, 1909.

of this company, It is with reluctance that this letteris written, it that imperative for the
reasons

but my continued ill health makes in a warmer climate.

I seek

employment

My connection with this and for other very pleasant, of leaving necessity you.

company
numerous

past two years has been I regretvery much the

114

HOW

TO

WRITE

BUSINESS

LETTER

Your before absence

us.

of resignation It
comes as

the 25th
a

purchasing agent of this company had hoped your last leave we as surprise,
as

is of
to

had

benefited you

to

such

an

extent

that you

would

be able

continue.
services for this company this break in our regret very much Your been have and we highly appreciated Y our has organization. resignation the been

accepted. very reluctantly We trust you will receive all the benefits from
you seek, and

change of

climate

which
we

hope you

if at any time you should decide to return will give us the firstrefusal of your services.

to Marion

day meetingof the GradgrindClub will be held next MonJan. 27th. It will consist of the graduation exercises of the evening, member will be District Skule. club to expected come Every prepared don't care to do some stunt brief, we what, so longas it laughprovoking isn't silly. that you would try to make We do wish, though, cidedly your part deit be short and the let at but, best, original, lively. If you know of some funny song or songs, even tho' you cannot sing, out you mightform a duet or a quartetwith your friends and favor us throughthe evening. Recitations, orations, readings, stories, or funny thing anyelse to make varied will be If a acceptable. up program your time will not permityou to commit confine to anything memory, just yourself also desire that you come to manuscript. We dressed, in so far as possible, school girls and school boys, resolved to playthe part of real girls and as real boys for one if and three matter no are ten. score evening, you A light the digestive luncheon, which we guarantee will riot injure delicate will of be served by the school most children, our even apparatus
* ' ' '
"

The

midwinter

trustees.

On
name or

or

before
unknown

Monday,

to any

by

letter or

phone,so
and

will you please select for yourself ridiculous some of your friends and advise me of it in person I can giveit to the teacher before the openingof

the exercises.
Please
come

helpus.
assurance

Bring a friend,or
we

dozen
to

if you

can,

but

tactfully suggest to but not for charity

all outsiders that

as

expect them

cents, fifty deposit

of their

good conduct.

Much should like to to your letter of April10th. as we Referring how we do cancel your unpaid account of March 17th, we hardly see can stillbe other and it customers. justto our deserving of other that sickness,accidents and a variety You know, Mr. Ayers, We of a like character are to humanity the world over. common things We don't know when the sun rises what will happen before the sun sets.

116

HOW

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BUSINESS

LETTER

where there are thousands of people who good use of it in our city, haven't enough to eat, let alone enough to wear. You will probablyagree with us that charity that beginsat home chief obligation and dearest to us. rests with those nearest After we our have supplied then their needs to the best of our ability, we can begin to reach out and do a little Mr. Moshier, something for others. Then again,
"

to make

of our other customers who with unfortunate have met are many circumstances who need not onlyclothes but many other things. If we were to send something to you, small or large, would simplybe advertising we
to the world
so we

there

that

our

other customers such

a

could

applyto
at

us

and

receive

help,

rather have

than decided

create

belief,which,
to to

the best, would

be unfair,

to make to our impossible gifts any special them and this know is much if we give you must we put into our goods, you have bought of us to any great extent in 1915, for example, than we gave in 1914. aiming to givemore We regretthat we cannot helpyou in the way we should like and hope to your needs. your local friends will respondliberally customers.

that it's next

What

have

"

"

tories Answeringyour letter of Feb. 19th. The situation todayin our facwhen about the same is just as you called a few weeks ago and applied have for work. In brief, in either our office or factories we no place where could use we your services to advantage. It is admittedly true, Mr. Barnes, that you have been a good customer of ours, but, on second thought, believe you will see that it would be we other for us to employ you or any out of impossible utterly person solely

consideration for
did not have
a

certain number vacancy.

a

proper

of orders you have sent, To employ peoplewhen

provided we
no

vacancies

and publicphilanthropy, in the case of one without obligating this we customer cannot encourage ourselves to all the others who are equally deserving. As for your orders themselves, we have returned big values for every exists dollar you have turned over to us, with the result that no obligation
on

exist would

resolve itself into

questionof

either side. We of shall, staff

course,

be
some

gladto

extend

assistance tangible the

to you

in the

line of of who

employment if at
our

later time the situation warrants

ing the increas-

instead of new people, by entirely when times served us satisfactorily more were With kindest regards, we are,

of returning

those

prosperous.

At the conclusion
to opportunity

of another you
our

send

of a pleasurable busy year we take advantage and hearty cordial greetings expressions

MISCELLANEOUS

LETTERS

117

of
so

good will. We accorded kindly

During
1914

are

for grateful deeply and ask that you been

the many

valued favors you have

sincerest thanks.

us,

accept our

distributed throughout generally quite have earnestly ored, endeavWe the various fields of commercial activity. merit and share to our hope you have throughconscientious effort, remembered. been most liberally feel ourselves possessed with an eager As the new we year approaches, This we shall do by increasing the efficiency desire to excel the preceding one. the to bring of our at our factories and usingevery means disposal will of We Heinz products to a stillhigher hope you degree perfection. that in 1915 and incidentally accord us your hearty assure us co-operation the best of unexcelled 57 will the sale of the varieties to push your ability. you should like to hear from you frequently, with suggesAs a favor, we tions, Our interests ideas and friendly criticisms. allied; in are closely This between to be sort of a neighborly fact, there seems us. feeling relations that have heretofore without a doubt is the result of the pleasant and which shall strive with existed, we unswervingpurpose to continue
has prosperity unbroken. With many

good
we

wishes

for

successful year

and

awaitingyour

further commands,

remain,

broughtus to the end of another year. of greeting and conour gratulating pleasure good customers pause many the nation as a whole upon the prosperity attained. In our reminded review of the business accorded us, we are pleasantly of the valued favors received from your house. extend We our grateful conditions during1914 seem to have been quite appreciation. Prosperous efforts to please the United States. Our unremitting prevalent throughout
Time in its rapidflight has We for the those who
our

favored

us

have

been

well rewarded. have

We
a

trust

that you
share of

with
perity. pros-

other friends and

customers

received

generous

attention to 1915 and most urturn we our gently eager anticipation solicit your cordial co-operation shall and renewed We friendship. strive to merit this by havingyour dealings with us characterized earnestly
and an unswerving aim to please. We by liberality hope to increase the of different excellence of the factories thus the and add to our efficiency Heinz products. May we be assured that in 1915 you will be just a little
more

With

enthusiastic and
varieties ?

work

harder

than

ever

to

extend

the

distribution

of the 57

for

of serving the pleasure Anticipating you a profitable remain, we year,

and

with sincere

good wishes

118

HOW

TO

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BUSINESS

LETTER

culated Answering your letter of April29th. The report that has been cirin your vicinity about some trouble in our which makes company, for us to do business any longer, it impossible is no nearer the truth than would be a statement from us to you that NiagaraFalls had been turned up The real facts of the matter stream. that we are are doing business at the same old stand, and are justas busy as we can be in satisfying our thousands of customers scattered all over and the

this country. What

is more,

we

and to be still more day after, explicit, here five years from now to and serve right others, ready you unless we are wiped out of existence by some such phenomenal disturbance as an earthquake. There is no question but that the contrary reports made in your town who is were to us, and who would prompted by some antagonistic person t ruthful to would he otherwise, or ers. customas our injure us, say anything, At any rate, please be mindful that you can send us as many orders as that each one will be filled promptly, and that you wish, with the assurance by us while working in accordance with our you will also be protected
we

will be in business tomorrow will be

instructions.
to Agreeable

your
126725

request of

recent

date,

we

are

our enclosing

New

York
you
on

Check

No.

for $12.00, as refund

of the amount

received from

May

15, 1911.
you with a

impression of indifference, whereas, we spirit have done everything that we thoughtwas and consistent to effect a right of your goods. You will recall that in the firstplacethe prompt delivery mistake of for which we cerely, sinmost shipment, through a apologize ours, of to instead was Illinois, wrongly consigned Chicago, Chicago, We did not detect this error Ohio. until you complained of the nondelivery of the goods on June when instructed 7th, we our immediately to you at Chicago, Chicagodrayman to have the shipmentre-consigned that this transfer would enable you to get the Ohio, confidently believing if than to send a duplicate we were goods quicker shipmentfrom Buffalo. It now of not only made at the beginning a blunder appears that we the transaction,but the railroad company made another by side-tracking the goods somewhere between a nd Ohio. We sent 111., Chicago, Chicago, the other day to see if we come two could find out just what had betelegrams of your shipment. We hope you will look at the circumstances of this transaction in the in mind that a similar incident would right way, Mr. Severance, bearing to send us a hundred seldom, if ever, repeat itself, even though you were orders. in steadyprocession Accidents, as you well know, do not come also intervals. at We wide theyonlyoccur hope you will decide to renew
that
we

Mr. Severance, Unfortunately, have treated your order

entertain the mistaken

"

MISCELLANEOUS

LETTERS

119

the order at

later date, or in the of customers.

else send

us

brand
we

new are

a share yourself

and highvalues profits

for getting constantly distributing

one,

thus

to

our

hundreds

We
us

have your letterof recent

we

date, in which you take

some

issue with

because

have

returned. recently information advise

us on as

to

for $1.00 to pay for the repairs on a flute you To our regret,you have not as yet givenus definite when Please us. just you obtained this flute from asked you

in mind this point promptly, bearing

that

we

wish to know

the

and the full name date you ordered the flute, and address of approximate the person to whom might also explain you instructed us to send it. You how just

much After

and

what

kind

of usage
to your

the flute

was

givenbefore
need

you

sent

it back.
will
we

the above receiving

the matter

facts,which

we

and deserve, we
answer

soon

conclude
a

entire satisfaction. For your

enclose

stamped envelope.
to

about representatives

made of our to one complaintyou recently machine received from in the fall of a us sewing them to giveyou 1904, we have written to our manufacturers requesting advice as to how your machine to your satisfaction. a little may be operated It may be that instead of writing will send to your home. a man you they Please be patient for a few days, and if you are not favored with a letter from them or a call from one of their representatives, wish you would we be good enough to write us again, in trouble more a little describing your

With

reference

the

detail, so that
machine
We
a

we

can

take whatever

action is necessary

to make

your

ing sew-

all

right.
feel you have
been have
to
us,

don't like to be critical, but, nevertheless,we

as yourself, you Had machine. sewing

remainingsilent so long months us you ago, explaining the exact trouble, we would have out withadjusted everything satisfactorily making it necessary for you to expend anything for local repairs. We here to make when are things right they are wrong, but this end we cannot of all unless our to the best advantage customers as accomplish are with with be them. us as theyexpect us to prompt Thanking you for the courtesy that you extended to our representative, and hopingwe shall hear from you againvery soon/we are,
about your
written to

little unjust to

in

We
Your No

are

for your combined remittances grateful the i n face of is indeed loyalty strong opposition very about

of $242.00.

commendable.
our

doubt your friends who had some doubts will be well convinced to the contrary when
we

have

to shipped

you.

There

is no

piano ment instruthey see the splendid in our minds but that question

the merits of

120

HOW

TO

WRITE

BUSINESS

LETTER

If it doesn X you may avail yourself eral libof our pianowill satisfy you. guarantee to exchangeit at our expense. tunately, of your friends who, unforIn this connection, you might assure some be of the that Thomas to possessed Doubting spirit, the appear who small, takes no woman or man or buys anythingof us, be it large back We the of We chances. quality our goods. guarantee up our in of that our stating plainly catalog anything bought guarantee by very will it costs $40.00 or $400.00, or even be cheerfully us, whether more, is the purchaser taken back and exchangedor money refunded, provided the dissatisfied. in any way With sincere appreciation of your loyalty, upon all and continued at times, can wishing depend you which

we

are we

sure

we

success,

are,

have wired you as per the enclosed confirmation and now just We been that have duplicated. advising you your goods out have every reason to believe that the second shipmentwill reach you withunusual delay, perhaps in time for you to make deliveries to your If the first shipmentshould the latter customers by part of next week. and go arrive before the second, we suggest that you accept everything second of when the with the and ahead the comes delivery right goods, If that you can use all or a part of that,also. it's barely to hand possible drawing withwill chargeyour account and we accordingly, so, advise us, please, claim the carriers. our against We have in pleasure You may be assured that
we
are more

than

delayin which the first shipmenthas become roads, with the railthe fact that the responsibility rests entirely you appreciate place theyhavingmade the mistake of sending the goods to some in a will other than Bloomington. Such a thing, occur once as you know,
while, but
We
can

sorry for the exceptional involved, but are confident

not

often.
you thoughtit advisable to send us believe you see justwhy we cannot in this form. If
we

understand why readily and, on the other hand, we telegram, from

our

accept communications

customers

were

to

than letters such a practice, would soon have more we telegrams encourage have avoid that would be To this, item of and an we dazzling. expense invariable practice as made it an to refuse all telegrams, although, you this instance to in of ours, we have decided a particularly are good customer reimburse you draft by enclosing
to

for 50 with in
some

cents.
us,

From

now use

on,

find it necessary

communicate

make please

you of the letter

when

always,as
delivered With
keen
to

that, unless hindered

us

within

about

20

or

24 hours

much

regretfor your annoyance

your many valued

way, will be very unforeseen after it leaves your city. and assuring very you of our
are,

of appreciation

favors, we

MISCELLANEOUS

LETTERS

121

We
to send

are us

gladto
another

learn from order

soon.

your letter of January 4tli that you intend It will please to giveit our us very best

attention. that of late you have been somewhat occasion It appears that upon one in your orders. of tea, while on another we omitted a can of coffee, You

tellus

annoyed by
we

mistakes

sent

making
were

you tea instead it necessary for unfortunate that

we

you and make

to write three letters.

we are

Both

of these transactions

You will,of course, sorry for them. them make mistakes We intentionally.
as a

concede

do not
we our are

because solely every

fallible, and,
As

result,we
of

cannot

always keep
mention,
At
we

part

of

big
not
see

in organization

the correct

channels.

for the item

to
our

postage you

regretthat you did

we
are

bringthis
you

attention
extra

long ago.
on

put
so

to any
we
are

to pleased

expense enclose ten

to regard
as a

matters

any rate, for which we in

don't

care

to

directly sible, responcompensate you

we

cents

stamps

to

for the letters written with It may

some

of your recent

orders. that have

never

be well

to

add,

word, concluding
that is

questioned your
we

honesty. We

know

The irreproachable.

letters

reflection upon have written to you were not intended to cast the slightest for the They were simplywritten you in any way. purpose of getting information about than what more shortage your letter your reported about a contained. We few questions ask our customers a usually quite If we intelligently. enough facts to investigate should make allowance of shortages, at promiscuous askingno questions would of be doing business on a random to say nothing all,we principle, the opportunity needed reforms in our would deny ourselves to make we
so shortage,
we can

have

service. We and you. thank you year for all that you have done for very much full of success and 1915 will be crowded
us

in the

past

hope the

for happiness

Answeringyour
that
we

letterof

recent

date, in which you express the

we

thought
bility. relia-

refused Let
us

you

credit because

had

some

doubts about

your

that with all the earnestness at our command, emphasize, wise. otherbeen questioned or by us, either directly your honestyhas never We for extend credit to want whenever are it, ready any you you and all we ask in return is that you comply with a few reasonable amount, under like simpleterms such as any other first-classfirm would require,

circumstances.

Going

back

to

the order
we

doubtless recall that

to the reference you

you sent to us in January, 1908, you will did not take any exception but to you personally,
us.

gave

There

was

good reason

for this.

When

122

HOW

TO

WRITE

BUSINESS

LETTER

we

could not

accept your firstreference,we

merchant

in your know

city. We

did

of some you for the name this solely for the purpose of gainingan into the home
"

asked

acquaintance.
You
"

someone

that if you were you had never is all

we

to go met

before
some

you

of any particular son perwould duced. probably be introsome

That
to applies
us

want

when

stranger in
Smith, for
in
to

distant

city

for credit.

You

realize surely
some

that when

Mr.

example,from
us

some

cityin
$100.00
if
was,

part
of asked

of

Pennsylvania,writes
on

worth
we

goods

credit,

"

we

would
to city to tell you

be

says, "Ship rect coracting perfectly who

a

and

someone

in Mr.

Smith's

tell us about

Mr.

Smith in
a

justas

distant

you would with which city

we own

expect someone
you
now

company

had

never

dealt. this of credit, we question

us are

that Believing
to

agree upon

going
The

for your suggest,

good, that
we

will be less, while freight

know

you for

send
a

at least

trial order.

fact that the

goods will be better.

If you can then get the best goods from us at the least expense to yourself, be to your advantage to buy of us. it will certainly Our which catalog, will giveyou a good idea of what we for will be our are customers, doing mailed
at
some

today.
time
we

We in the

hope you will giveit a earlyfuture favor us

very thoroughreadingand with an order. In the

meantime,

extend

best wishes.

learned through one just for of no our particular regard any interested in a complaint like this,or We if
we can

have

of

our

that you representatives

as we are are

have
much
to
see

lace curtains, and any other, we found of them

writing you

ascertain

just what
use or

either

throughactual

you have observation

with our curtains, wrong in.the homes of some of

Please your friends. certain that you cannot any of our like to know facts the

us just what you have on your mind, as it's be any too frank to suit us. Moreover, if you have curtains in your home that have provedunsatisfactory, should we

tell

and purchase, and us some as ready willing that is of to to make or a adjustment anything giveyou proper wrong, of our needed explanations about the manufacture curtains,with the hope favorable business in a more that eventually you will see this phase of our light.
name

and

number

of them, date

of the

to the exact

trouble,when

you will find

It all women

us pleases were

that you are a W. C. T. marchingunder similar colors,but

women

to learn

U.
as

woman.

We
we

wish
must

they aren't
so

hope

that the

example of
and

like

will be yourself
cannot
mean

potent

as

to

stantly cona

enlist others in the better manhood

which fight,

else anything

but

womanhood.

124

HOW

TO

WRITE

BUSINESS

LETTER

Under fairness to
voice. You

these

it hardly circumstances, seems attitude of

our

judge the

the conditions

that may exist in an would not care surely

for a man of your right the towards on workingman company outside plant in which we have no active
to have

neighbormight be a criminal, while your because he does thoughtof havingus look with disfavor upon him solely his whole life accordingto a rule of action laid down not regulate by you. deserves to be judged (and judgment,by the is such a Every man way, serious that it should be mighty thing cautiously administered) by the he does himself, and not by those done by his brother, unless he is things with his brother in perpetrating an that the law says accomplice something
is wrong. As for the table
of the No.
416

you because your neighborwould not relish the

us

condemn

question, you

will recall that in

1911, August,
You
were

the

Table, which
at price

familiar with the

not

you the time the table

us.

ordered,

was was

$16.00.

price surely
no

ordered, or else you would

are

have

sent

your

order

to

If these facts for

a

true, then

we

made

mistake The

in

charging you fact that this

$16.00 in 1911
same

$16.00 table.

table sells for $15.00

todayis no

uncommon

prices change with conditions. You know that the world and that progress is beingmade moves every day,with the result that it's easier and correspondingly hundreds of articles to cheaper manufacture of last year. For example : We recall today than duringthe same period that some four years ago we were coal into 15-500 horse power our putting boilers by means of wheelbarrows. Today we dump the coal into a big of buckets to another hopper hopper,from which it is elevated by means and taken therefrom by sort of a trolley which are now to our boilers, car and self-firing. This change has made natural reduction a self-feeding
in
our

because thing,

manufacturing home, suppose you think a moment bring the questionnearer about some of the prices stores for groceries or you are payingin your own like articles. You know fullwell as we that nearly has advanced everything
our

to make

power house expenses, certain reductions in

while

in turn

the

same

item

has enabled

us

cost.

To

since last year, because conditions in the commercial world appear to have made such a thing don't We that the advanced believe imperative. prices which
ever

take

exist are in evidence, nevertheless,they are ordinarily justified; is not a criterion for today, nor can we remindingus that yesterday and it for what accurate morrow. toan use occur as today prediction may

Speakingof
that you yourself

our are

company

with dealing

that is figuring all the

study of thorough theygo up.

our

general wray, you should congratulate that is goingahead organization A time how it can for your money. giveyou more will show that than down oftener prices theygo you
a an
"

in

MISCELLANEOUS

LETTERS

125

In your letter of January 21st, you said that you had a sideboard with mentioned it because of the bother and but you never crack in it, large it would be to
us.

expense

Let

us

assure

customers, alwaysfind real joyin satisfying wish you would find out what it will cost isn 't all right we write us, being careful to Then condition locally. good location of the crack
on

that we you, Mrs. Behringer, if you have a sideboard that so

to have

it put in the exact find

show

the sideboard

and

the extent

of it.

If

we

will instruct you to go is reasonable, we for local repairs that the price that we will pay the bill. If ahead with the work, with the understanding the the sideboard is greater than what we would price returned to immediately
care us

to pay, at
our

we

will arrange
even

to have

We are here to make may have been used. that is wrong, and this we alwaysdo if our customers with their prompt co-operation. to favor us

expense, and anything will

though it right everything be good enough

Your you calendars

were

letter of Dec.
a

6th, which
a

we

were

gladto receive,requestsus
We haven't

to

send

and

it not

any like to send you a hundred boxes and boys who are equally for all the other little girls deserving.
as

calendar and
for the

box of

candy
should

for Christmas.

candy,we

sells its Perhaps you don't know, Miss Gracie, that our company goods every year to about a million different families. That is a large isn't it ? Among all these families there must be thousands number of people, of boys and girls justlike your little brothers and sisters. Now, don't you see that if we to send some were candy to your home we ought littlefolks for the other whose mothers often buy to do the very same thing
our

? products
us

As

we

cannot

send to

we everybody, a

are
or

sure

with

that it would

the other forget We has been

are
more

be very wrong to send little folks with whom our than

a

box

two

will agree to you and utterly you

interests are
papa,

sorry to learn that your

allied. naturally through accident,

cripple.However, we are sure that you and your be a great inspiration Some brothers and sisters must to him. day you will all be old enough to help him a great deal. Then make his declining you can his best and In the that interval, we are sure happiest. quite years Providence will take good care of him, including all the other mema kind bers household. of your As for yourself, know we you will be brave and each day in such a way as to improve your own life kind and true, living and incidentally better the lives of all others who come in contact with you. kind You wish indeed to were us a Merry Christmas and a very Year. We New for wish and for you all. And wheththe er same Happy you Christmas we do hope you or or on none, you get a few gifts, many, will try to be very happy,cherishing the thought in all that the greatest gift
ages that
to

rendered

all mankind

is the Christ in Bethlehem.

Child, born

hundreds

of years ago

in

lonely manger