1. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.1 Routine messages u Compose a routine request. u Compose a routine reply. u Compose a routine claim letter. u Compose a routine adjustment letter. u Compose a goodwill message.

2. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.2 Routine requests u Main request and justification u Explanation and details u Friendly closing

3. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.3 Routine request Dear Mr. Peterson: Subject: Request for Information About Banquet Facilities Would you please provide information regarding your banquet facilities. We are considering holding our annual awards luncheon for 265 of our personnel at your hotel on March 25. Our decision will be based on answers to the following questions:

4. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.4 1.Is your facility available from 9 a.m. until 3 p.m. on that date? Although our meal runs from noon until 2 p.m., we need the additional time for setup and takedown. 2.Do you offer free use of audiovisual equipment? We would need an overhead projector and screen and a color projector system that would enable us to project computer images. We would supply the portable computer.

5. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.5 3.Do you have a variety of hot lunches that can be served tableside for between $15 and $18, including tax and gratuities? Thank you for providing this information in time for us to make our site selection by January 15. Sincerely,

6. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.6 Routine replies u Best news or main idea u Explanation and details u Positive, original closing

7. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.7 Routine reply Dear Mr. Olson: Subject: We Can Host Your Awards Luncheon We would enjoy hosting your awards luncheon for 265 guests on March 25. Our 29th floor L’Enfant Room, which seats 300 and has a lovely view of the Cleveland skyline, is available until 4 p.m. that day.

8. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.8 To provide round-the-clock expert service for our business and convention guests, we have contracted with an outside firm to provide all audiovisual services for a reasonable fee. You may make arrangements directly with GuestServ by calling the company at 555-1086. For the health-conscious guest, we offer soup-and- salad lunches for between $12 and $18, including beverage, tax, and gratuity. We also offer a hot buffet line with your choice of two main dishes for between $16 and $20. Hot meals served tableside begin at $21.75 for our popular braised chicken breast.

9. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.9 No matter what your choice, you will find that our facilities, food, and service live up to the “Cleveland’s finest” label recently awarded to us by Cleveland Monthly magazine. Please call me at 555-3288 to let me know how the Berkshire might serve your organization. Sincerely,

10. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.10 Routine claim letters u Identify the problem. u Provide necessary details, using objective, courteous language. u Ask confidently for action.

11. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.11 Routine claim letter Dear Ms. Pearson: Subject: Request for Valet-Parking Refund Would you please issue Franklin Associates a refund check for $426 to fix an incorrect charge for valet parking at a luncheon we held at the Berkshire on March 25.

12. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.12 We paid your Invoice 3042 for $8,012 with our Check No. 941386 (dated April 8, 20—). Upon reviewing your invoice further, however, I noted a $426 charge for valet parking for 213 vehicles at $2 each. Page 3 of the contract we signed on January 18 states that “complimentary valet parking will be provided for all catered events with a total food and beverage charge of at least $7,500.”

13. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.13 I have enclosed copies of your invoice, our check, and the contract with the valet-parking clause highlighted. Thanks for taking care of this matter and for a truly memorable meal. Everyone is still talking about your delicious mile-high pie. Sincerely,

14. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.14 u Respond promptly, giving the good news up front. u Briefly explain what went wrong and how you fixed the problem. u Reestablish the customer’s confidence. u Close on a confident, forward-looking note. Routine adjustment letters

15. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.15 Routine adjustment letter Dear Mr. Olson: Subject: Your Refund Check for $451.56 Thanks for giving us the opportunity to correct our bill. The enclosed check for $451.56 represents a refund of the valet parking bill of $426 plus $25.56 tax.

16. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.16 As you will remember, the day before your luncheon, you gave us a head count of 268 guests, which resulted in an estimated bill of $7,420—below the $7,500 minimum for free valet parking. Although we were happy to accommodate the eight extra guests who showed up without reservations the next day, we inadvertently failed to note that they brought your total bill above the minimum required for free parking.

17. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.17 I appreciate your calling this matter to our attention, Mr. Olson, and look forward to serving you and your col- leagues another slice of our famous mile-high pie in the near future. Sincerely,

18. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.18 Goodwill messages u Be prompt. u Be direct. u Be sincere. u Be specific. u Be brief.

19. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.19 Goodwill message

20. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.20 Key terms u adjustment letter u claim letter u direct organizational plan u form letter u goodwill message u indirect organizational plan u resale

21. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.21 Routine email request

22. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.22 Routine email request—cont’d

23. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.23 Routine response Dear Ms. Shearing: Subject: Your Inquiry of January 27, 20-- I am happy to provide you the information you re- quested about our restaurant. You will be pleased to know that we purchase only top-quality government- inspected meat, fish, and fowl.

24. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.24 The U.S. Department of Agriculture provides strict guidelines for meat products. Most cattle today are raised in specially designed lots that are cleaned daily to ensure animal and human health. Also, to ensure healthy animals and promote faster growth, antibiotics and hormones that have been approved safe for both animals and humans are fed to the animals. The highest-quality beef, in demand by beef consumers in stores as well as in top restaurants such as ours, is produced this way.

25. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.25 The trout that we serve in our restaurant is grown on a farm, where careful monitoring of water and other conditions results in less disease. This process pro- vides a safer, higher-quality product for our customers. I am pleased to answer your questions about the food we serve and look forward to seeing you soon at Maison Richard. Sincerely,

26. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.26 Routine adjustment memo I can understand your distress at losing your briefcase and am approving your reimbursement for $287.50. Because our policy on reimbursement of expenses is somewhat vague, I feel your request is justified in this situation. I’m enclosing a memo that is being sent to our sales staff explaining how this policy will be interpreted in the future. This clarification should help our employees better understand the intent of this policy. I hope the extra effort you made on behalf of Urban Systems resulted in another sale for you.

27. 1.Tivoli Industries new illuminated step lights are designed 2.to illuminate and define step edges with a soft, glowing light. 3.Their nonskid surface assures a secure footing while providing 4.necessary illumination for stairways. LAB 7 test OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.27 S URBAN SYSTEMS U PLUR,

28. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.28 5.The LampPaks cardboard container is designed for shipping 6.spent fluorescent tubes from the end user back to an authorized 7.hazardous waste disposal company. The product was introduced for 8.one reason The Environmental Protection Agency now requires that 9.everyones fluorescent tubes be disposed of in accordance with SING, S URBAN SYSTEMS U - ADJ : EXP SING,

29. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.29 10.the Resource Conservation and Recovery Act. The LampPak can hold 11.up to 64 standard tubes a package for tubes smaller than one 12.half foot is also available. The cartons are shipped flat, 13.thereby saving on shipping costs and storage space. S URBAN SYSTEMS U NO CONJ; - NUM

30. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.30 S URBAN SYSTEMS U 14.Bruck has introduced the Shou (which means long life), a 15.lighting system with specially designed fixtures that feature 16.curves and flowing shapes. According to a recent article in In- 17.dustrial Interior Design, The unity of handcrafted cased glass … 18.creates ambient illumination that complements contemporary inte- 19.rior designs. TITLE OMI ” QUOT“ “ TERM ”

31. OBER, CONTEMPORARY BUSINESS COMMUNICATION, 4/E. COPYRIGHT © HOUGHTON MIFFLIN COMPANY. ALL RIGHTS RESERVED. 7.31 S URBAN SYSTEMS U 20.Finally, Verilux, a 40 year old fluorescent manufacturer, 21.has developed a sunlight simulator used by people with seasonal 22.affective disorder, commonly known as the winter blues. The 23.light is a self-contained tube that produces flicker free light with 24.almost no UV radiation or electromagnetic field. - ADJ- “ TERM ” - ADJ