Orangeville High School - Red and Blue Yearbook (Orangeville, Ontario Canada)

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A kv'- ' ' ''-'WI-fer'-nv'-ew--'env'-1--'fw.'mw,...,,,,..,, .P ..,.M,M...-W if Ju. 321 AS 7 .K ,K ,Q 4 .Nw i...,,,-1 7 VV V as . f ,Q-A 3 - gl F 5 1 hd 8 Q2 ' I ' 'bv-J X -. v 45 X Of v 3 , f 5 4 Q ' ' J' f I 0 0 5 Ig -.,W,Nd, A ' ,5- fs' YH'f I 1 M V ..,..A-...r bl:LNIOR COMMERCIAL Back row: Ritchie Goeppinger, Ruth Smith, Doug Watt, Donna Graham, Mildred Greenaway, Elinor Foreman Front row: Darlene Tiffin, Lois Maltby, Elizabeth Walker, Helen Mackenzie, Dianne Nodwell, Joan Everson, Sheila Hogan SR. COMM. INSERT - Marlene Ferns, Shirley Ward MM- 11 -my V X U. 4'kJ?' fir Mil?-g fQ .-351. is 39. as-in S-.-4,f L ' '11 swf f WWI? K .l , ,,. Y 12 il g , 'il 1.5! g ' ' Q 1 4, J 'I X I JUNIOR COMMERCIAL Back row: Don Smith, Jim Wallace, Sandra Cameron, Jeanne Gillespie, Bill Murray, Bob Priester Front row: Marion Greenshields, Marie Dwyer, Aileen Moffitt, Myrtle Adams, Audrey Dwyer, Laurene Teeter JR. COMM. INSERT - Barry Williams H5 , , -i ew .gl X3

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MAINTAINIQNG GOOD WILL THROUGH A LETTER One of the big problems in business ts keeping the good will of a customer who for some reason its dissatisfied WQl.t-lfl. the goods or the services which we have provided for hlm., This is part1cul.ar1yy dtfficsult if we can not see our way clear to grant the customer an adjustment to which he believes he is en- titled. Such a situation demands that we sympathize with the customerls dissatisfaction, and calls for extreme tact and a full explanation of the firmls point of view, showing why we can not give the customer what he Wants. ln. thls type of letter, the tone is all tmportant., Any attempt to be blunt or annoyed at the customerts request would only anger him and drive away his patronageq We must refuse his claim and yet make him feel that he has been justly treated., e 'You will see below a very poorly written letter to a cus:- tomer who was dissattstfied with a book which he had purchased from us., The letter and the instructions which follow were on the Easter examination in Business Correspondence as one of four letters which had to be Written by the students ofthe eommetrcial course., TI-IE PROBLEM March 26, 119bZt Mr. J. M. Rankin, 802, College Street, Toronto 4, Ontariof, Dear Sir: Donlt think that because the book seems of no use to you, we are going to take 1t back and refund your moneyf, You certainly under: stood the nature of this book before you ordered lt, and if you dldnlt Want it, that was the time to say so instead of now after we have gone to the exe pense of sending it to you and after the deal is closed., Under the circums- tances we cannot take the book back. Yours truly, PARKER. PUBLJCATQLONS , Sales Manager 0

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40 The foregoing is a very poor example of an adjustment letter.. lmprove itz then set it up in proper forma Politely refuse to take the book back, but strive to keep the custom.er's good will. Even introduce some sales talk, or any other details which you consider advisableo TI-IE SOLUTION -M The following is the improved letter, written on that examination by Sheila Hogan of the Special Commercial course: March 26, 1962, Mr. J. Mt Rankin, 802 College Street TORONTO 4,, Ontario., ! Dear Mr ., Rankin: Thank you for your letter of lvlarch 24, in which you stated that the book, Progress of Industryu, was not as you had expectedc. We are indeed sorry that this book was not satisfactory to you, but we acted only under your order for the book, and we could not anticipate your disapproval., You must urderstand that the expense and time that your order involved is valuable to a firm such as ours. lf we were to accept the book and re- fund your money, others would as sumethat this would be done for them. also You could well imagine the great loss our company would incur if this were to happen. It is our policy, therefore, not to give refunds for a book, unless it is of inferior quality in the printinag or binding. If this were the case, then we would be most happy to refund your money., Have you thoroughly read Progress of lndustry ? We have had some very fine comments about the quality of the writing, the factual reports cons tained in it, and all the other valuable information and data going back to the beginning of the first industry in Canada. It is an educational and comm prehensive book that any business man should appreciate. Please read it agaln. lf you require any further information about books, or we can be of any other assistance to you, please do not hesitate to write us. tclosing on next pagej