Lesson 1: Business Letter Basics
Here are a few practical tips on writing business letter to help you when writing that next letter:
Consider your Reader
Who is the reader? In a business letter, it is usually employees, customers, suppliers or the
public. When you are writing business letter, imagine that you are in the readers' position. Are
they happy, frustrated or merely inconvenienced? What essential information does that person
need to know through this communication? What are their expectations when they open the
letter? Have you addressed all of these issues? By doing this, you will show the reader that you
can relate to them and the situation. This will build a relationship between the two of you.
Be Responsive
If you are responding to or with a letter, address the inquiry or problem. Most of the time,
companies rely too much on a handful of form letters to answer all situations. This shows that
you do not understand their needs. When you considered you reader as above, you will be able to
respond to them.
Be Personal
Letters are written by people to people. Don't address it "to whom it may concern" if it is
possible. Whatever you do, do not use a photocopied form letter. You cannot build a relationship
with canned impersonal letters. But also don't be too informal. Avoid using colloquial language
or slang such as "you know" or "I mean" or "wanna".
Be concise and to the point
When writing business letter, explain your position in as little words as possible. Spell out what
you can and what they need to do. Use clear and easy to understand language so that any
misunderstanding can be minimized. Think before you write. Ask yourself why you are writing?
What is it that you want to achieve? Use this 5 step process:
1. List out the topics you want to cover. Do not worry about the order.
2. In each topic, list keywords, examples, arguments and facts.
3. Review each topic in your outline for relevance to your aim and audience.
4. Cut out anything that's not relevant.
5. Sort the information into the best order for your readers.
Be friendly, build the relationship
Don't use cold, formal language. Some people have the perception that when writing business
letter, they must big words. To them this is a sign of literacy. Some 'big words' have no
substitute, but do use the word correctly. You want the reader to feel like they are reading a letter
from someone who cares.
Emphases the positive
1. Talk about what you can do not what you can't. For example, if a product is out of stock,
don't tell the customer you are unable to fill the order, instead, tell them the product is
very popular and you have sold out. Then tell them when you can get the order to them.
2. Stay away from negative words. For example, your complaint about our product, instead,
sorry our product was not up to your expectations.
Be Prompt
If you cannot respond fully in less than a week, tell them so and say when they can expect a
respond from you.
Check Spelling, Grammar & Facts
Always make sure you are 100% correct in spelling, grammar and facts. Use the spell and
grammar checker from your word processor. If you are not very good or need more help, get
someone to edit the letter.
Use the correct format
We will look at how to use the correct format for a letter in the next lesson ...
Next week: Lesson 2: Use the correct Business Letter Format
Business Sample Letter
The following business sample letter was taken from 3001 Business & Sales Letters
Compliment or praise a product or service supplier
Tips: Be sure to mention specifically what you like about the service or product and, if
appropriate, mention the names of individuals who have provided extra help.
Business Sample Letter #1:
We want you to know that we are very pleased with the quality of service your company
provides. We sincerely appreciate your responsiveness and the way you conduct business.
We have recommended your company to others because of our satisfaction with your
service. We look forward to doing business with you for years to come.
Business Sample Letter #2:
We want you to know how much we appreciate the way you have cared for our lawns and
flowers this year. I can't remember a time when our lawns have looked so nicely groomed
and weed-free, or when the flowers have been more beautiful. Several visitors to the
corporate headquarters have commented on how nice things look. Thank you for your
excellent service.
Business Sample Letter #3:
Thank you for your prompt deliveries to our Doe Plant.
In our business we must get our products to the stores on a regular schedule. We rely on
dependable service from suppliers like you to help us keep our schedule and satisfy our
customers. We want you to know that we appreciate your efforts and look forward to
continuing our business relationship.
Business Sample Letter #4:
Thank you for the computer benchmarks produced by Springfield Computer Associates; they
really are excellent!
Computer benchmarks produced by an independent third party such as your company
provide a professional and unbiased standard that the industry relies on for making critical
purchasing decisions. In addition, the software is easy to use and is updated regularly.
Thank you once again for your contribution to the industry.
Build your own letters using step-by-step instructions and sample
sentences and phrases for each writing step
1. Tell the supplier that you are pleased with the service or product.
Sentences:
We want you to know how pleased we are with the outstanding service you have
given us.
I couldn't let our contract end without telling you how much I have enjoyed your
friendly service.
For five years you have faithfully delivered top quality products to our door.
It's a pleasure to work with people who know the meaning of efficiency.
I would like to compliment your foreman on finishing the work a week before the
deadline. I appreciate the timely completion and the excellent workmanship.
We have appreciated the friendly business relationship we have had with your
company.
The brochure you created for us was a huge success.
Phrases:
have appreciated
have been impressed with
have enjoyed your
how satisfied we have been
how pleased we are
how very much
its a pleasure to
never fail to be impressed
our sincere appreciation
so rare nowadays
such excellent quality
the outstanding service
the quality of
to let you know
to thank you for
top quality products
want to express our
want you to know
2. Elaborate on the compliment.
Sentences:
Rarely has a supplier given us such complete cooperation.
We have always been able to rely on your flexibility and courteous service.
Your staff has consistently made extra efforts to assist us in completing our projects
on time.
Your supporting work on the Doe project did not go unnoticed.
You always seem to make something positive out of negative events.
Phrases:
a commendable job
at a very reasonable cost
come through for us
consistently excellent service
creativity and initiative
did a great job
know that we can depend on
knowledgeable and helpful
made a special effort to
most satisfactory relationship
rendered invaluable assistance
save me the trouble
strong and durable
such impressive efficiency
the wonderful service you provide
tireless efforts
to meet our needs
well before the deadline
3. Add a final word of thanks.
Sentences:
Thank you for your support.
Thank you for your assistance.
We look forward to many more years of cooperation. Thanks.
Thank you for the timely deliveries.
Thank you for your promptness.
Phrases:
a continuing relationship
buy from you again
convey our thanks
dealing with you again
for the excellent service
for the fine job you did
look forward to
many more years of
mutually profitable relationship
our sincerest thanks
our wholehearted appreciation
please accept our
please pass on my
producing such a fine
thank everyone involved
thank you for
the next time
the quality of
trying your other products
will come back to you
will be sure to
working with you again
