Chapter VII: The Business Letter (2)

We are often asked if it is necessary to fill a home safe
before bringing it in to have the contents deposited, and we
always recommend that the bank be brought in at regular
intervals, regardless of the amount saved, for you know the
money begins to earn interest only when it is deposited with
us.

We give to small deposits the same careful attention we give
to large deposits, so we suggest that you bring in and deposit
whatever you have saved. That will make a start, and once
started it is truly surprising how quickly a bank account
rolls up.

I hope that we may have the benefit of your patronage.

Very truly yours,
The Guardian Trust Company,
(Handwritten) _J. D. Wallace_,
Secretary.

_Where a savings account is inactive_

GUARDIAN TRUST CO.
BAYVILLE, N. J.

August 10, 1922.

Mr. George Dwight,
Bayville, N. J.

Dear Sir:

A little home bank may be made a power for good.

It can accomplish nothing by itself, standing unused in an
out-of-the-way place.

It can only be an assistant to the saver.

It can assist your boy and girl to great things.

It can assist you in daily economies upon which big results
are often built.

It cannot furnish the initiative, but it can be a constant
reminder and an ever-ready recipient.

Why not _use_ the little bank we delivered to you when you
opened your savings account with us to teach the children to
save, or to collect together small amounts for yourself.

Why not?

Very truly yours,
(Handwritten) _J. D. Wallace_,
Secretary.

_Checking accounts_

_A letter soliciting a home account:_

GUARDIAN TRUST CO.
POUGHKEEPSIE, N. Y.

October 14, 1923.

Mrs. Hester Wickes,
59 Market Street,
Poughkeepsie, N. Y.

Dear Madam:

Do you ever have arguments over bills that you have paid in
cash? Do you always remember to get a receipt? Do you find it
a nuisance to carry cash? Do you know that it is dangerous to
keep much cash in the house?

There can be no dispute about an account if you pay it with a
bank check. Your cancelled check is a perfect receipt. More
than that, your bank book shows you when, how much, and to
whom you have paid money. It is not only the easy way of
paying bills but the safe way. You escape all the danger of
carrying or having in the house more than mere pocket money.
You will find by opening a checking account with us not only
the advantages of paying by check but you will also discover
many conveniences and services which we are able to offer to
you without any charge whatsoever.

I hope that you will call and let us explain our services. I
enclose a folder telling you more about the bank than I have
been able to tell in this letter.

Very truly yours,
(Handwritten) _J. D. Wallace_,
Secretary.

P.S. We have some very attractive styles in pocket check books
that might interest you.

_Soliciting a commercial account_

THE LOGANSBURG NATIONAL BANK
LOGANSBURG, WIS.

April 15, 1921.

Mr. Fred Haynes,
21 Nassau Street,
Logansburg, Wis.

Dear Sir:

Every man in business is entitled to an amount of credit
accommodation in accordance with his resources. It is one of
the functions of this bank to help the business of the
community by extending credit to those who make the business
for the community. We are here to be of service and we should
like to serve you.

I enclose a folder giving the latest statement of the
resources of the bank and something about the organization.
Will you not drop in some time and at least permit us to
become acquainted?

Very truly yours,
(Handwritten) _R. T. Newell_,
President.

_General services_

Trust companies and national banks are very generally extending their services to cover the administration of decedents' estates, to advise upon investments, to care for property, and to offer expert tax services. In most cases, these services are set out in booklets and the letter either encloses the booklet or is phrased to have the recipient ask for the booklet.

_Letter proffering general services:_

GRIGGS NATIONAL BANK
28 FIFTH AVE.
NEW YORK

November 16, 1921.

Mr. Henry Larkin,
3428 Cathedral Parkway,
New York.

Dear Sir:

We are writing to call your attention to several services
which this bank has at your command and which we should be
happy to have you avail yourself of:

(1) The Bond Department can give you expert and disinterested
advice on investments and can in addition offer you a
selection of well-chosen season bonds of whatever character a
discussion of your affairs may disclose as being best suited
to your needs.

(2) Our safe deposit vaults will care for your securities and
valuable papers at an annual cost which is almost nominal.

(3) We have arrangements by which we can issue letters of
credit that will be honored anywhere in the world, foreign
drafts, and travellers' checks.

(4) If you expect to be away through any considerable period
or do not care to manage your own investments, our Trust
Department will manage them for you and render periodical
accounts at a very small cost. This service is especially
valuable because so frequently a busy man fails to keep track
of conversion privileges and rights to new issues and other
matters incident to the owning of securities.

(5) We will advise you, if you like, on the disposition of
your property by will, and we have experienced and expert
facilities for the administration of trusts and estates.

I hope that we may have the opportunity of demonstrating the
value of some or all of these services to you; it would be a
privilege to have you call and become acquainted with the
officers in charge of these various departments.

I am

Very truly yours,
(Handwritten) _Lucius Clark_,
President.

_A letter offering to act as executor_

GRIGGS NATIONAL BANK
28 FIFTH AVENUE
NEW YORK

June 25, 1923.

Mr. Lawrence Loring,
11 River Avenue,
Yonkers, N. Y.

Dear Sir:

May I call to your attention the question which every man of
property must at some time gravely consider, and that is the
disposition of his estate after death?

I presume that as a prudent man you have duly executed a last
will and testament, and I presume that it has been drawn with
competent legal advice. But the execution of the will is only
the beginning. After your death will come the administration
of the estate, and it is being more and more recognized that
it is not the part of wisdom to leave the administration of an
estate in the hands of an individual.

It used to be thought that an executor could be qualified by
friendship or relationship, but unfortunately it has been
proved through the sad experience of many estates that good
intentions and integrity do not alone make a good executor.
Skill and experience also are needed.

This company maintains a trust department, under the
supervision of Mr. Thomas G. Shelling, our trust officer, who
has had many years of experience in the administration of
estates. Associated with him is a force of specialists who can
care for any situation, usual or unusual, that may arise. The
services of these men can be placed at your disposal. I can
offer to you not only their expert services but also the
continuity of a great institution.

Individuals die. Institutions do not die. If you will turn
over in your mind what may be the situation thirty years hence
of any individual whom you might presently think of as an
executor, I believe you will be impressed with the necessity
for the continuity of service that can be offered only by a
corporation. In many cases there are personal matters in the
estate which a testator may believe can best be handled only
by some of his friends. In such a case it is usual to join the
individual executors with a corporate executor.

It would be a privilege to be able to discuss these matters
with you.

Very truly yours,
(Handwritten) _Lucius Clark_,
President.

P.S. Wills are quite frequently lost or mislaid and sometimes
months elapse before they are discovered. It is needless to
point out the expense and inconvenience which may be entailed.
We are happy to keep wills free of charge.

_A letter offering tax services_

INTERVALE NATIONAL BANK
INTERVALE, N. Y.

June 1, 1923.

Mr. Michael Graham,
Intervale, N. Y.

Dear Sir:

This bank is prepared to advise you in the preparation of your
income and other tax returns. It is a service that is yours
for the asking, and we hope that you will avail yourself of
it.

The department is open during banking hours, but if these
hours are not convenient to you, special appointments can be
made.

Very truly yours,
(Handwritten) _Samuel Drake_,
President.

_A letter giving the record of the bank_

INTERVALE NATIONAL BANK
INTERVALE, N. Y.

July 6, 1923.

Mr. Donald West,
Intervale, N. Y.

Dear Sir:

As a depositor you will be interested in the enclosed booklet
which records what the officers and directors think is a
notable showing for the bank during the past year. I hope that
you will also find it inspiring and will pass it on to a
friend who is not a depositor with us.

May I thank you for your patronage during the past year, and
believe me

Very truly yours,
(Handwritten) _Samuel Drake_,
President.

LETTERS OF ORDER AND ACKNOWLEDGMENT

_Order where the price of articles is known_

North Conway, N. H.,
August 19, 1921.

Messrs. L. T. Banning,
488 Broadway,
New York, N. Y.

Gentlemen:

Please send me, at your earliest convenience, by United States
Express, the following:

1 doz. linen handkerchiefs, tape edge, regular size $ 6.00
1 pr. Triumph garters, silk, black .75
4 white oxford tennis shirts, size 15-1/2 @ $3.00 12.00
6 pr. white lisle socks, size 11 @ $.50 3.00
_________

Total $21.75

I am enclosing a money order for $21.75.

Yours very truly,
Oscar Trent.

Enclosure
(Money Order)

_Order where the price is not known_

Flint, Michigan,
July 14, 1922.

The Rotunda,
581 State Street,
Chicago, Ill.

Gentlemen:

Please send as soon as possible the following:

2 prs. camel's hair sport stockings, wide-ribbed, size 9
1 blue flannel middy blouse, red decoration, size 16
1 "Dix make" housedress, white pique, size 38
1 copy of "Main Street"

I enclose a money order for thirty dollars ($30.00) and will
ask you to refund any balance in my favor after deducting for
invoice and express charges.

Very truly yours,
Florence Kepp.

Encl. M. O.

Williamsport, Pa.,
March 10, 1921.

Carroll Bros.,
814 Chestnut St.,
Philadelphia, Pa.

Gentlemen:

Please send me the following articles by parcels post as soon
as possible:

2 doz. paper napkins, apple blossom or nasturtium design
1 "Century" cook book
1 pair "Luxury" blue felt bedroom slippers, leather sole
and heel
1 large bar imported Castile soap
1 pair elbow length white silk gloves, size 6-3/4

Enclosed is a money order for $15.00. Please refund any balance
due me.

Yours truly,
Janet M. Bent
(Mrs. Elmer Bent)

_Formal acknowledgments_

It is still a formal custom to acknowledge some kinds of orders by a printed or an engraved form. Some of the older New York business houses use the engraved forms which arose in the days before typewriters and they are very effective.

_General acknowledgment forms_

THE GENERAL STORES CO.
CHICAGO, ILL.

April 18, 1923.

Mr. Walter Crump,
29 Adams Street,
Maple Centre, Ill.

Dear Sir:

We acknowledge with thanks your order No. ______ which will be
entered for immediate shipment and handled under our No.
______ to which you will please refer if you have occasion to
write about it.

If we are unable to ship promptly we will write you fully
under separate cover.

Very truly yours,
The General Stores Co.
_S._

THE GENERAL STORES CO.,
CHICAGO, ILL.

June 13, 1922.

Mr. Joseph Ward,
Wadsworth Hill, Ill.

Dear Sir:

We have received your order __________ requesting attention to
__________ No. __________.

Unless special attention is demanded, the routine schedule is
on a ten-day basis, and we therefore expect to ______ your
instrument on or about __________.

In corresponding on this subject please refer to order No.
______.

Very truly yours,
The General Stores Co.
_S._

_In answer to a letter without sufficient data_

THE GENERAL STORES CO.
CHICAGO, ILL.

September 8, 1922.

Mrs. Benjamin Brown,
Carr City, Ill.

Dear Madam:

We thank you for your order recently received for one shirt
waist and two pairs of stockings.

We were unable to proceed with the order, as the size of the
waist was not given. If you would be kind enough to state what
size you wish, we shall gladly make immediate shipment.

Very truly yours,
The General Stores Co.
_S._

_Where the goods are not in hand_

L. &. L. YOUNG
600 FIFTH AVENUE
NEW YORK, N. Y.

November 3, 1921.

Mrs. John Evans,
500 Park Avenue,
New York, N. Y.

Dear Madam:

We are out of size 5 B at present in the white kid shoes you
desire, but we should be pleased to order a pair for you, if
you wish, which would take two weeks. If this is not
satisfactory to you, perhaps you will call and select another
pair.

Kindly let us know what you wish done in this matter.

Very truly yours,
L. & L. Young.

LETTERS OF COMPLAINT AND ADJUSTMENT

The letter of complaint is purely a matter of stating exactly what the trouble is. The letter replying to the complaint is purely an affair of settling the trouble on a mutually satisfactory basis. The Marshall Field attitude that "the customer is always right" is the one that it pays to assume. The customer is by no means always right, but in the long run the goodwill engendered by this course is worth far more than the inevitable losses through unfair customers. The big Chicago mail order houses have been built up on the principle of returning money without question. Legalistic quibbles have no place in the answer to a complaint. The customer is rightly or wrongly dissatisfied; business is built only on satisfied customers. Therefore the question is not to prove who is right but to satisfy the customer. This doctrine has its limitations, but it is safer to err in the way of doing too much than in doing too little.

_Claims for damaged goods_

This letter is complete in that it states what the damage is.

420 Commonwealth Avenue,
Boston, Mass.,
February 8, 1922.

Messrs. Wells & Sons,
29 Summer Street,
Boston, Mass.

Gentlemen:

The furniture that I bought on February 3rd came to-day in
good condition with the exception of one piece, the green
enamel tea-wagon. That has a crack in the glass tray and the
lower shelf is scratched. Will you kindly call for it and, if
you have one like it in stock, send it to me to replace the
damaged one?

Very truly yours,
Edna Joyce Link.
(Mrs. George Link)

830 Main Street,
Saltview, N. Y.,
May 2, 1921.

Acme Dishwasher Co.,
Syracuse, N. Y.

Gentlemen:

I regret to inform you that the Acme dishwasher which I
purchased from your local dealer, I. Jacobs, on December 4,
1920, has failed to live up to your one-year guarantee. In
fact, the dishwasher is now in such bad condition that I have
not used it for three weeks.

I must therefore request that in accordance with the terms of
your guarantee you refund the purchase price of ninety dollars
($90).

Very truly yours,
Eleanor Scott.
(Mrs. Lawrence Scott)

_Complaint of poor service_

Webster Corners, Mo.,
April 24, 1920.

Messrs. Peter Swann Co.,
Kansas City, Mo.

Gentlemen:

Attention Mr. Albert Brann.

On Tuesday last I bought at your store two boys' wash suits.
This is Monday and the goods have not yet been delivered. The
delay has caused me great inconvenience. If this were the
first time that you had been careless in sending out orders I
should feel less impatient, but three times within the last
four weeks I have been similarly annoyed.

On March 3rd I sent back my bill for correction, goods
returned not having been credited to my account. On March 15th
the bill was again sent in its original form with a "please
remit." I again wrote, making explanation, but to date have
received no reply. If I must be constantly annoyed in this
manner, I shall have to close my account.

Very truly yours,
Helena Young Tremp.
(Mrs. Kenneth Tremp)

_Replies to letters of complaint_

WELLS & SONS
29 SUMMER STREET
BOSTON, MASS.

August 12, 1922.

Mrs. Samuel Sloane,
Chelsea, Mass.

Dear Madam:

We have your letter of August 8th in regard to the damaged
perambulator. We are very sorry indeed that it was damaged,
evidently through improper crating, so that there does not
seem to be any redress against the railway.

We shall be glad to make a reasonable allowance to cover the
cost of repairs, or if you do not think the perambulator can
be repaired, you may return it to us at our expense and we
will give your account credit for it. We will send you a new
one in exchange if you desire.

Very truly yours,
Wells & Sons.

WELLS & SONS
29 SUMMER STREET
BOSTON, MASS.

May 11, 1923.

Mrs. Julia Furniss,
29 Oak Street,
Somerville, Mass.

Dear Madam:

We have received your note of May 8th in regard to the
bathroom scales on your bill of May 1st.

We do not send these scales already assembled as there is
considerable danger of breakage, but we shall send a man out
to you on Wednesday the twelfth to set them up for you. The
missing height bar will be sent to you.

Very truly yours,
Wells & Sons.

THE STERLING SILVER CO.
2800 FIFTH AVE.
NEW YORK

December 17, 1923.

Mrs. Daniel Everett,
290 Washington Square,
New York.

Dear Madam:

We regret that it will be impossible to have your tea spoons
marked as we promised. Marking orders were placed in such
quantities before yours was received that the work cannot be
executed before December 28th.

We are, therefore, holding the set for your further
instructions and hope that this will not cause any
disappointment.

Very truly yours,
The Sterling Silver Co.

REX TYPEWRITER CO.
20 SO. MICHIGAN AVE.
CHICAGO, ILL.

November 6, 1922.

Mr. John Harris,
Wayside, Ill.

Dear Sir:

We are in receipt of the damaged No. 806 typewriter which you
returned, and have forwarded a new typewriter which was
charged to your account.

Please mail us a freight bill properly noted, showing that
the typewriter which you returned was received in a damaged
condition, so that the cost of repairs can be collected from
the transportation company and the proper credit placed to
your account.

Very truly yours,
Rex Typewriter Co.

WELLS & SONS
29 SUMMER STREET
BOSTON, MASS.

September 25, 1922.

Mr. Louis Wright,
Quincy, Mass.

Dear Sir:

Our warehouse headquarters have just informed us in reply to
our telegram, that your order No. 263 of September 6th was
shipped on September 14th by express direct.

We regret the delay, and hope the goods have already reached
you.

Very truly yours,
Wells & Sons.

WELLS & SONS
29 SUMMER STREET
BOSTON, MASS.

June 7, 1923.

Mrs. Ralph Curtis,
5928 Commonwealth Ave.,
Boston, Mass.

Dear Madam:

We are sorry to learn from your letter of June 5th that you
found two buttons missing from your suit. We have no more
buttons like the one you enclosed and cannot get any, as the
suit is an import. But if you will let us know the number of
buttons in the entire set, we will send you a complete set of
buttons as nearly like the sample as possible.

I hope this will be a satisfactory solution.

Very truly yours,
Wells & Sons.

_A routine letter of adjustment_

HALL BROTHERS
500 FOURTH STREET
DAYTON, O.

January 28,1923.

Mr. Philip Drew,
480 Milk Street,
Boston, Mass.

Dear Sir:

We have received your letter of ______ and regret to learn
that ______. We will carefully investigate the matter at once
and within a day or two will write you fully.

Very truly yours,
Hall Brothers.

WELLS & SONS
29 SUMMER STREET
BOSTON, MASS

January 2, 1923.

Mr. George Larabee,
Sunnyside, Vt.

Dear Sir:

In compliance with your request of December 27th we shall mail
our check to-morrow for $16.98 for the humidor which you
returned. We regret very much the delay in this matter. Our
only excuse for it is the holiday rush in our delivery
department which prevented the delivery of the humidor in time
for Christmas.

We hope you will overlook the delay and give as another
opportunity to serve you.

Very truly yours,
Wells & Sons.

CREDIT AND COLLECTION LETTERS

Business is done largely on credit, but comparatively few men in business seem to understand that in the letters concerning accounts lies a large opportunity for business building. The old-style credit man thinks that it is all important to avoid credit losses; he opens an account suspiciously and he chases delinquent accounts in the fashion that a dog goes after a cat.

Business is not an affair of simply not losing money: it is an affair of making money. Many a credit grantor with a perfect record with respect to losses may be a business killer; he may think that his sole function is to prevent losses. His real function is to promote business. The best credit men in the country are rarely those with the smallest percentage of losses, although it does happen that the man who regards every customer as an asset to be conserved in the end has very few losses.

Therefore, in credit granting, in credit refusing, and in collection, the form letter is not to be used without considerable discrimination. It is inadvisable to strike a personal note, and many firms have found it advantageous to get quite away from the letter in the first reminders of overdue accounts. They use printed cards so that the recipient will know that the request is formal and routine.

Another point to avoid is disingenuousness, such as "accounts are opened for the convenience of customers." That is an untrue statement. They are opened as a part of a method of doing business and that fact ought clearly to be recognized. It does not help for good feeling to take the "favoring" attitude. Every customer is an asset; every prospective customer is a potential asset. They form part of the good-will of the concern.

Tactless credit handling is the most effective way known to dissipate good-will.

_To open a charge account_

4601 Fourth Avenue,
New York,
May 3, 1922.

Hoyt & Jennings,
32 East Forty Eighth Street,
New York.

Gentlemen:

I desire to open a credit account with your company.

Will you let me know what information you desire?

Very truly yours,
Harold Grant.

or, according to the circumstances any of the following may be used:

I desire to open a line of credit _________________________
I desire to open an account _______________________________
I desire to maintain an open account ______________________
I desire to maintain a charge account _____________________

_Replies to application for credit_

HOYT & JENNINGS
32 EAST 48TH ST.
NEW YORK

May 8, 1923.

Mr. Harold Grant,
48 Dey Street,
New York.

Dear Sir:

May we thank you for your letter of May 3rd in which you
expressed a desire to have an account with us?

We enclose a copy of our usual form and trust that we shall
have the privilege of serving you.

Yours very truly,
(Handwritten) _F. Burdick_,
Credit Manager,
Hoyt & Jennings.

HOYT & JENNINGS
32 EAST 48TH STREET
NEW YORK

May 18, 1923.

Mr. Harold Grant,
48 Dey Street,
New York.

Dear Sir:

We are glad to notify you that, in accordance with your
request, a charge account has been opened in your name.

At the beginning of our new business relations, we wish to
assure you that we shall try to give satisfaction, both with
our goods and with our service. Whenever you purchase an
article, it is simply necessary that you inform the sales
person waiting on you that you have a charge account--and then
give your name and address.

As is customary in our business, a statement of purchases made
during the preceding month will be rendered and will be due on
the first of each month.

We are awaiting with pleasant anticipation the pleasure of
serving you.

Very truly yours,
(Handwritten) _F. Burdick_,
Credit Manager,
Hoyt & Jennings.

_Refusing credit_

(This is one of the most difficult of all letters to write and one in which extreme care should be used for it may happen that the references have not replied accurately or that there may be somewhere an error. Many people entitled to credit have never asked for it and therefore have trouble in giving references. A brusque refusal will certainly destroy a potential customer and is always to be avoided. The best plan is to leave the matter open. Then, if the applicant for credit has really a standing, he will eventually prove it.)

HOYT & JENNINGS
32 EAST 48TH STREET
NEW YORK

Mr. Harold Grant,
48 Dey Street,
New York.

Dear Sir:

May we thank you for your letter of May 5th and for the names
of those whom you were kind enough to give as references?

The information that we have received from them is
unfortunately not quite complete enough for the purposes of
our formal records. Would you care to furnish us with further
references in order that the account may be properly opened?
Or perhaps you would rather call in person.

Very truly yours,
(Handwritten) _F. Burdick_,
Credit Manager,
Hoyt & Jennings.

_Where an order has been sent in by one who has not opened an account_

GREGORY SUPPLY CO.
114 MAIN STREET
BALTIMORE, MD.

July 13, 1923.

J. K. Cramer & Brothers,
New Sussex, Md.

Gentlemen:

We write to thank you for your order of July 10th, amounting
to $320 and we are anxious to make shipment quickly.

Our records do not show that we have previously been receiving
your orders and hence unfortunately we have not the formal
information desired by our credit department so that we can
open the account that we should like to have in your name. For
we trust that this will be only the first of many purchases.

Will you favor us by filling out the form enclosed and
mailing it back as soon as convenient? The information, of
course, will be held strictly confidential.

We are preparing the order for shipment and it will be ready
to go out.

Yours truly,
(Handwritten) _B. Allen_,
Credit Manager
Gregory Supply Co.

LETTERS TO REFERENCES GIVEN BY THE APPLICANT

_To a bank_ (A bank will not give specific information)

GREGORY SUPPLY CO.
114 MAIN STREET
BALTIMORE, MD.

July 25, 1923.

Haines National Bank,
Baltimore, Md.

Gentlemen:

We have received a request from Mr. Cramer of New Sussex, Md.,
who informs us that he maintains an account with you for the
extension of credit. He has given you as a reference.

Will you kindly advise us, in confidence and with whatever
particularity you find convenient, what you consider his
credit rating? Any other information that you may desire to
give will be appreciated.

We trust that we may have the opportunity to reciprocate your
courtesy.

Very truly yours,
(Handwritten) _B. Allen_,
Credit Manager,
Gregory Supply Co.

_To a commercial house_

GREGORY SUPPLY CO.
114 MAIN STREET
BALTIMORE, MD.

July 25, 1923.

Bunce & Co.,
29 Vine Ave.,
Baltimore, Md.

Gentlemen:

We shall be much obliged to you if you will kindly inform us
concerning your credit experience with Mr. J. K. Cramer of New
Sussex, Md., who desires to open an account with us and who
has referred us to you.

We shall be happy at any time to reciprocate the courtesy.

Yours truly,
(Handwritten) _B. Allen_,
Credit Manager
Gregory Supply Co.

_Another letter of the same description in a printed form_

(Name and address to be typewritten in)

GREGORY SUPPLY CO.
114 MAIN STREET
BALTIMORE, MD.

(Date to be typewritten in)

Gentlemen:

J. K. Cramer, of New Sussex, Md.,
desires to open an account with our store and has given your
name as a reference.

Your courtesy in answering the questions given below will be
appreciated. We shall be glad to reciprocate it at any time.

Yours truly,
Gregory Supply Co.

(Please fill out and return as soon as convenient.)

1. Has he an account with you now? ________________________
2. How long has he had the account? _______________________
3. How does he pay? Prompt ______ Medium ______ Slow ______
4. Have you ever had difficulty in collecting? ____________
5. What limit have you placed on the account? _____________
6. Special information. ___________________________________

_In reply to the above_

(A)

BUNCE & COMPANY
89 STATE ST.
BALTIMORE, MD.

July 29, 1923.

Gregory Supply Co.,
Baltimore, Md.

Gentlemen:

In reply to your letter of October 14th in which you inquire
concerning the responsibility of J. K. Cramer of New Sussex,
Md., we are glad to help you with the following information.

Mr. Cramer has had a charge account with our store during the
last five years. Our records show that he has always met our
bills in a satisfactory manner. His account is noted for a
monthly limit of $300, but he has never reached it.

Our own experience is that Mr. Cramer is a desirable customer.

Yours very truly,
Bunce & Company.

(B)

WALSH MACHINE CO.
29 ELM STREET
BALTIMORE, MD.

July 30, 1923.

Gregory Supply Co.,
Baltimore, Md.

Gentlemen:

Concerning Mr. J. K. C., about whom you inquired in your
letter of October 14th, our records show that our experience
with this account has not been satisfactory.

We find that during the last five years in which he has had an
account with us he has caused us considerable trouble with
regard to his payments. At the present moment he owes us $240
for purchases made approximately six months ago, to recover
which amount we have instructed our attorneys to institute
legal proceedings.

We hope that this information will be of assistance to you.

Yours very truly,
Walsh Machine Co.

PLUM BROTHERS
2800 BROAD STREET
PHILADELPHIA, PA.

July 31, 1923.

Gregory Supply Co.,
614 Main Street,
Baltimore, Md.

Gentlemen:

We are glad to give you the information you wish concerning
our experiences with the A. B. C. Company, about whom you
inquire in your letter of April 9th.

The company first came to us on November 8, 1920. On that
date they purchased from us 50 lawn mowers at a total cost of
$500. They took advantage of the discount by paying the bill
on November 18th.

In January, 1921, they gave us an order for 100 at a total
cost of $900. This bill they paid in February.

Their latest purchase from us was in July, 1921. At this time
their order amounted to 25 lawn mowers. They paid the bill in
October after we had sent them several requests for
remittance.

We trust this information will be of some value to you in
determining just what amount of credit you may feel justified
in extending to them.

Very truly yours,
(Handwritten) _H. Plum_,
Plum Brothers.

_Offering credit_

DWIGHT & DAVIS
89 PARK STREET
ALBANY, N. Y.

October 9, 1922.

Mrs. Herbert Reid,
1400 Fourth Avenue,
Albany, N. Y.

Dear Madam:

Whenever you wish to come in and purchase without cash, it
will be a great pleasure to us to open a charge account with
you.

We have made a record here in the store so that whenever you
call it will have been arranged for you to purchase whatever
you want.

We think you will approve of the character of service and the
quality of merchandise. We wish to win not only your
patronage, but your friendship for our store.

Every up-to-date woman realizes the many benefits, the
conveniences, and even prestige she enjoys through having a
charge account at a dependable store.

A store, in turn, is judged by its charge accounts--it is
rated by the women who have accounts there.

And so, because of your standing in the community, if you
avail yourself of our invitation to do your buying here, you
are reflecting credit both on yourself and on us.

We hope you will decide to let us serve you--all our
facilities are completely at your service.

We should like you to feel that our store is especially
adapted to your needs.

Yours very truly,
(Handwritten) _C. Dale_,
Credit Manager,
Dwight & Davis.

SUMMIT BOX COMPANY
KANSAS CITY, MO.

November 13, 1923.

George Harrow & Co.,
29 Fifth Street,
Kansas City, Mo.

Gentlemen:

We want to thank you for your order of November 10th, with
your check enclosed in full payment. We appreciate the
business you have been giving us. The thought has frequently
occurred to us that you may desire the advantages of an open
account with us. We believe that such an arrangement will make
transactions more convenient. We therefore have the pleasure
of notifying you that we have noted your account for our
regular credit terms of 2% 10 net 30, up to a limit of $500.

We hope that both your business and our acquaintance with you
will develop to such an extent that it will be a pleasure to
extend to you from time to time larger credit accommodations
to take care of your increasing needs.

The business relations between us have been so agreeable that
we feel they will continue so. Please remember that if we can
ever be of assistance to you in helping you in your business
we only ask that you call upon us.

Very truly yours,
(Handwritten) _G. Harris_
Credit Manager
Summit Box Company.

Collection letters may very easily be overdone. The old idea was that any expense or any threat was justified if it got the money, but among the more advanced collection departments common sense has crept in, and it has been ascertained by cost-finding methods that it is not worth while to pursue a small account beyond a certain point and that when that point is reached it is economy to drop the matter. How far it is wise to go in attempting to collect an account is an affair of costs, unless one has a penchant for throwing good money after bad.

The point to bear in mind in writing a collection letter is that it is a collection letter--that it is an effort to get money which is owed. It would not seem necessary to emphasize so entirely self-evident a point were it not unfortunately sometimes overlooked and the collection letter made an academic exercise. There is no excuse for a long series of collection letters--say eight or ten of them. After a man has received three or four letters you can take it for granted that he is beyond being moved by words. You must then have recourse to some other mode of reaching him. Drawing on a debtor is also of small use; the kind of a man who will honor a collection draft would pay his bill anyhow.

If a debtor has assets and there is no dispute concerning the account, he will usually pay. He may pay because you threaten him, but most people with the ability to owe money are quite impervious to threats, and although a threatening letter may seem to bring results, it can never be the best letter because on the other side of the ledger must be recorded the loss of the customer. The average writer of a collection letter usually gets to threatening something or other and quite often exposes himself to the danger of counter legal action. (See Chapter XI on The Law of Letters.)

The most successful collection men do not threaten. The best of them actually promote good-will through their handling of the accounts. The bully-ragging, long-winded collection letter has no place in self-respecting business. The so-called statements of collection by which papers drawn up to resemble writs are sent through the mails, or served, not only have no place in business but many of them are actually illegal.

The letters which are appended have been chosen both for their effectiveness and their courtesy. They represent the best practice. It is, by the way, not often wise for the creditor to set out his own need for money as a reason why the debtor should pay the account. It is true that the sympathy of the debtor may be aroused, but the tale of misery may lead him to extend comfort rather than aid. However, several such letters have been included, not because they are good but because sometimes they may be used.

_Collection letters_

Most firms have adopted a series of collection letters beginning with the routine card reminder of an overdue account and following with gradually increasingly personal second, third, fourth, and so on, letters.

_First letter--printed card_

THE ENCLOSED STATEMENT OF ACCOUNT
IS SENT TO YOU AS WE BELIEVE YOU
HAVE OVERLOOKED ITS PAYMENT.

STONE BROTHERS

_Second letter_

STONE BROTHERS
NEW YORK

March 15, 1917.

Miss Grace Duncan,
146 Prospect Park West,
Brooklyn, N. Y.

Dear Madam:

There appears an amount of $29.36 open in your name for the
months of October to January which, according to our terms of
sale, is now overdue, and if no adjustment is necessary, we
trust you will kindly favor us with a check in settlement.

Very truly yours,
Stone Brothers, New York,
(Handwritten) _James Miller_,
Collection Manager.

_Third letter_

STONE BROTHERS
NEW YORK

April 2, 1917.

Miss Grace Duncan,
146 Prospect Park West,
Brooklyn, N. Y.

Dear Madam:

Our letters of February 15th and March 15th have brought no
reply from you. Since they have not been returned by the Post
Office we must presume that you received them.

You naturally wish to keep your credit clear. We wish to have
it clear. It is really a mutual affair. Will you not send a
check and keep the account on a pleasant basis?

Very truly yours,
Stone Brothers,
(Handwritten) _James Miller_,
Collection Manager.
The amount is $29.36.

_Fourth letter_

STONE BROTHERS
NEW YORK

April 16, 1917.

Miss Grace Duncan,
146 Prospect Park West,
Brooklyn, New York.

Dear Madam:

We have no desire to resort to the law to collect the $29.36
due us, but unless your remittance is in our hands by May 1st,
we shall take definite steps for the legal collection of your
account. May we hear from you at once?

Very truly yours,
Stone Brothers,
(Handwritten) _James Miller_,
Collection Manager.

The following are collection letters of varying degrees of personal tone. In these seven letters are given the body of the letter, with the salutation and the complimentary close. Headings and signatures have been omitted.

Dear Sir:

A statement is enclosed of your account, which is now past
due. A remittance will be appreciated.

Yours truly,

Dear Madam:

We desire to call your attention again to your past-due
account for the month of January for $90.52, a statement of
which was mailed to you several weeks ago. We shall appreciate
receiving your check in payment of this account by return
mail.

Very truly yours,

Gentlemen:

Two weeks ago we mailed you a statement of account due at that
time, and as we have heard nothing from you we thought it
possible that our letter may have miscarried. We are sending
you a duplicate of the former statement, which we hope may
reach you safely and have your attention.

Very truly yours,

_To follow the preceding letter_

Gentlemen:

We call your attention to the enclosed statement of account
which is now past due. We have sent you two statements
previous to this, to which you seem to have given no
attention.

It may be possible that you have overlooked the matter, but we
hope this will be a sufficient reminder and that you will
oblige us with a remittance without further delay.

Very truly yours,

Dear Sir:

We are enclosing a statement of your account and we request as
a special favor that you send us a remittance previous to the
28th of this month if possible. The amount is small, but not
the less important. We have unusually heavy obligations
maturing on the first of next month and you will understand
that for the proper conduct of business the flow of credit
should not be dammed up.

In looking over your account for the last few months, it
occurs to us that we are not getting a great deal of your
business. If this is due to any failure or negligence on our
part, perhaps you will undertake to show us where we are
lacking because we surely want all of your business that we
can get.

Very truly yours,

_Follow-up letters_

Dear Sir:

We wrote you on 18th February and enclosed a statement of your
account. We hoped at the time that you would send us a check
by return mail. If our account does not agree with your books,
kindly let us know at once so that we may promptly adjust the
differences.

We hope that you can accommodate us as requested in our
previous letter and that we will hear from you by the 10th of
March. We again assure you that a remittance at this
particular time will be greatly appreciated.

Also please remember that we want your orders, too. Prices on
copper wire are likely to make a sharp advance within a few
days.

Very truly yours,

January 19, 1921.

Dear Sir:

We are enclosing a statement showing the condition of your
account at this writing, and we must ask you to be kind enough
to do your utmost to forward us your check by return mail.

Our fiscal year closes January 31st and it is naturally our
pride and endeavor to have as many accounts closed and in good
standing as is possible for the coming year, and this can
materialize only with your kind cooeperation.

Very truly yours,

LETTERS OF APPLICATION

_Application for position as stenographer_

648 West 168th Street,
New York, N. Y.,
April 4, 1922.

Mr. B. C. Kellerman,
1139 Broad Street,
New York, N. Y.

Dear Sir:

This may interest you:

I can take dictation at an average rate of 100 words a minute
and I can read my notes. They are always accurate. If you will
try me, you will find you do not have to repeat any dictation.
I never misspell words.

I am nineteen, a high school graduate, quick and accurate at
figures. I have a good position now, uptown, but I should
prefer to be with some large corporation downtown. I am
interested in a position with room at the top.

I am willing to work for $18 a week until I have demonstrated
my ability and then I know you will think me worth more.

A letter or a telephone message will bring me in any morning
you say to take your morning's dictation, write your letters,
and leave the verdict to you.

Will you let me try?

Very truly yours,
Edith Hoyt.
Telephone Riverside 8100

_Application for position as secretary_

149 East 56th Street,
Chicago, Ill.,
December 1, 1923.

Mr. Ralph Hodge,
Boone & Co.,
2000 So. Michigan Ave.,
Chicago, Ill.

Dear Sir:

This is in answer to your advertisement for a secretary. I
have had the experience and training which would, I think
enable me satisfactorily to fill such a position. I recognize,
of course, that whatever my experience and training have been
they would be worse than useless unless they could be modified
to suit your exact requirements. (Here set out the
experience.)

The lowest salary I have ever received was twelve dollars a
week, when I began work. The highest salary I have received
was thirty dollars a week, but I think that it would be
better to leave the salary matter open until it might be
discovered whether I am worth anything or nothing.

Very truly yours,
(Miss) Mary Rogers.

_Answer to an advertisement from an applicant who has had no experience_

245 East 83rd Street,
Chicago, Ill.

Mr. Ralph Hodge,
Boone & Co.,
2000 So. Michigan Ave.,
Chicago, Ill.

Dear Sir:

This is in answer to your advertisement for a secretary, in
which you ask that the experience of the applicant be set
forth. I have had no experience whatsoever as a secretary.
Therefore, although I might have a great deal to learn, I
should have nothing to unlearn.

I understand what is expected of a secretary, and I hope that
I have at least the initial qualifications. I have had a fair
education, having graduated from Central High School and the
Crawford Business Academy, and I have done a great deal of
reading. I am told that I can write a good letter. I know that
I can take any kind of dictation and that I can transcribe it
accurately, and I have no difficulty in writing letters from
skeleton suggestions.

Your advertisement does not give the particular sort of
business that you are engaged in, but in the course of my
reading I have gathered a working knowledge of economics,
finance, business practice, and geography, some of which might
be useful. I am writing this letter in spite of the fact that
you specified that experience was necessary, because one of my
friends, who is secretary to a very well-known corporation
president, told me that she began in her present place quite
without experience and found herself helped rather than
handicapped by the lack of it.

I am twenty-two years old and I can give you any personal or
social references that you might care for. I have no ideas
whatsoever on salary. In fact, it would be premature even to
think of anything of the kind. What I am most anxious about is
to have a talk with you.

Very truly yours,
(Miss) Margaret Booth.

_Applications for position as sales manager_

1249 Huntington Ave.,
Boston, Mass.

Mr. Henry Jessup,
White Manufacturing Co.,
89 Milk Street,
Columbus, O.

Dear Sir:

Mr. A. C. Brown of the Bronson Company tells me you are in
immediate need of a sales manager for the Western Illinois
territory.

Western Illinois offers a promising opportunity for the sale
of farm implements and devices. During my experience with the
Johnson & Jones Company, I got to know the people of this
section very well, and I know how to approach them. The
farmers are well-to-do and ready for improvements that will
better their homes, lands, and stock. There could not be a
better place to start.

As Mr. Brown will tell you, I have been with the Bronson
Company for five years. I started as clerk in the credit
office, gradually working out into the field--first as
investigator, then salesman, and for the last two years as
sales manager of the Western Virginia territory. The returns
from this field have increased 100 per cent. since I began.
With the hearty cooeperation of the men on the road, I have
built up a system about which I should like to tell you. It
would work out splendidly selling Defiance Harrows in Western
Illinois.

My home is in Joliet and I want to make my headquarters there.
I have no other reason for quitting the Bronson Company, who
are very fair as far as salary and advancement are considered.

My telephone number is Cherry 100. A wire or letter will bring
me to Columbus to talk with you.

Very truly yours,
Gerald Barbour.

70 Blain Ave.,
Boston, Mass.,
May 4, 1921.

Mr. John Force,
6 Beacon Street,
Boston, Mass.

Dear Sir:

This letter may be of some concern to you. I am not a man out
of a job, but have what most men would consider one that is
first-class. But I want to change, and if you can give me a
little of your time, I will tell you why and how that fact may
interest you.

In a word, I have outgrown my present position. I want to get
in touch with a business that is wide-awake and progressive;
one that will permit me to work out, unhampered, my ideas on
office organization and management--ideas that are
well-founded, conservative, and efficient. My present position
does not give play to initiative.

If you at this time happen to be looking for a man really to
manage your office, audit accounts, or take charge of credits,
my qualifications and business record will show you that I am
able to act in any or all of these capacities.

I have written with confidence because I am sure of myself,
and if I undertake to direct your work, you may be assured
that it has a big chance of being successful.

If you so desire, I shall be glad to submit references in a
personal interview.

Very truly yours,
Clive Drew.
Telephone Winthrop 559-w

_Answers to letters of application_

HARRISON NATIONAL BANK
TRENTON, N. J.

February 2, 1923.

Mr. James Russell,
63 State Street,
Trenton, N. J.

Dear Sir:

I wish to acknowledge your letter of application of December
8th. At present we have no vacancies of the type you desire. I
am, however, placing your application on file.

Very truly yours,
Samuel Caldwell.

HARRISON NATIONAL BANK
TRENTON, N. J.

February 2, 1923.

Mr. James Russell,
63 State Street,
Trenton, N. J.

Dear Sir:

I wish to acknowledge your letter of application of December
8th. At present we have no vacancies of the type that you
desire. However, I should be very glad to have a talk with you
on December 12th at my office at four o'clock.

Very truly yours,
Samuel Caldwell.

LETTERS OF REFERENCE

_Letter asking for reference_

468 Walnut Street,
Philadelphia, Pa.,
May 5, 1923.

Mr. William Moyer,
Triumph Hosiery Co.,
4000 Broad Street,
Philadelphia, Pa.

My dear Mr. Moyer:

I am looking for a position as cashier with the Bright Weaving
Company. My duties there would be similar in every way to my
work in your office, and a recommendation from you would help
greatly.

Mr. Sawyer, the first vice-president of the Bright Weaving
Company, knows you personally, hence an opinion from you would
have particular effect.

Your kindness would be deeply appreciated, as have been all
your kindnesses in the past.

Yours very sincerely,
Philip Rockwell.

A useful practice adopted by some firms is the requirement of a photograph from every applicant for a position.

HADDON IRON WORKS
PHILADELPHIA, PA.

_Paste photograph
of applicant here_
April 30, 1917.

B. F. Harlow & Co.,
Paterson, N. J.

Dear Sirs:

Philip Smith (photo attached) has applied to us for a position
as steamfitter.

His application states that he has been in your employ for
three years and that he is leaving to take a position in this
city.

As all applicants are required by us to furnish references as
to character and ability, we shall appreciate your giving us
the following information.

Very truly yours,
(Handwritten) _Samuel Sloane_,
Employment Manager.

Is his statement correct?
Are his character and habits good?
Had he the confidence of his employers?
Can he fill the position for which he has applied?

Remarks: Signed
Dated

_Some general letters of recommendation_

March 4, 1923.

To Whom It May Concern:

I have known the bearer, John Hope, for four years. He is of
fine family and has been one of our most highly regarded young
men. I would heartily recommend him.

Richard Brown.

April 18, 1922.

Gentlemen:

The bearer, George Frothingham, is a young man of my
acquaintance whom I know and whose family I have known for
some time. They are splendid people. This boy is ambitious and
thoroughly reliable. I hope you can find a place for him.

Very truly yours,
Gerald Law.

June 16, 1922.

To Whom It May Concern:

This is to certify that the bearer, Ernest Hill, is an
acquaintance of mine, a man whom I know to be thoroughly
trustworthy.

Harold Smith.

July 12, 1923.

Dear Sir:

This is to certify that Joseph Rance has been in my employ for
eighteen months. He is a most willing and able worker, honest,
steady, and faithful. I regret that I was obliged to let him
go from my employ. I feel very safe in highly recommending him
to you.

Very truly yours,
George Bunce.

_Recommendation for a special position_

HARCOURT MANUFACTURING CO.
29 BOYLSTON STREET
BOSTON, MASS.

October 10, 1921.

Mr. Gordon Edwards,
48 Tremont Street,
Boston, Mass.

Dear Mr. Edwards:

At luncheon last Wednesday you mentioned that you were in need
of another advertising writer. If the position is still open,
I should like to recommend Mr. Bruce Walker.

When I first met Mr. Walker he was with Bellamy, Sears & Co.,
Boston, and was doing most of their newspaper advertising. His
work was so good that I offered him a position as advertising
writer with us. He accepted, with the approval of Bellamy
Sears & Co., and has been with me for the last three years. He
has written for us some of the best drawing copy that we ever
used, and his work has been satisfactory in every way. He is
original and modern in his advertising ideas, and knows how to
express them forcefully but without exaggeration. His English
is perfect.

I shall greatly regret losing Mr. Walker, but I cannot advance
him above his present position, and I agree with him that he
is equal to a bigger position than he has here. I hope you can
give him the opportunity that he seeks. If you will see him
personally, you will oblige both him and me.

Very sincerely yours,
B. A. Yeomans.

_Thanks for recommendation_