. Electric railway journal . the time he receivesour reply the chances are he will be in a receptivemood. His anger will have disappeared, and he will bea decent sort of fellow. Therefore, well just disregardthese angry sentences. If an unfriendly letter does stir the company up abit, it simply delays answering until the next day, whenits philosophic spirit has had a chance to regain con-trol. Ordinarily, however, all complaint letters areanswered the same day they are received. For manyreasons the company may not be able to give faster carservice, but it knows that there is no excuse for notr
. Electric railway journal . the time he receivesour reply the chances are he will be in a receptivemood. His anger will have disappeared, and he will bea decent sort of fellow. Therefore, well just disregardthese angry sentences. If an unfriendly letter does stir the company up abit, it simply delays answering until the next day, whenits philosophic spirit has had a chance to regain con-trol. Ordinarily, however, all complaint letters areanswered the same day they are received. For manyreasons the company may not be able to give faster carservice, but it knows that there is no excuse for notreplying to a letter without delay. Even in making the mere acknowledgments to com-plaints, the company never writes perfunctory replieslike this famous classic: Yours of the 14 inst. receivedand contents noted. Same shall have our would cost as much to mail that as it does a realletter. The company looks at a complaint in this light:Here is a patron who has asked us to talk to him about Unnecessaryfr—c Expense. employeesJ our business. He expects to hear from us. He wantsto know that we have his complaint and that it hasreceived or is going to receive attention, and he alsowants to know what our attitude toward him really is. Hence the acknowledgment is a letter of prompt andcourteous welcome to the complainant. It does not at-tempt to answer finally the specific assertions made inthe complaint, for the reply to these must await thereport of the operating department. The letter does,however, show the friendly spirit of the company andoften affords an opportunity for an introductory sell-ing talk about some of the conditions of the companysbusiness. The Bay State Street Railway always assumes thatthe patron is right—until he is proved wrong. Ofcourse, the customer is not always right. But, it asks,what is the use of arguing? It is more profitable tofind something upon which to agree than to point outwhere the patron is wrong. If the complainant saysthat Conducto
Size: 2245px × 1113px
Photo credit: © Reading Room 2020 / Alamy / Afripics
License: Licensed
Model Released: No
Keywords: ., bookcentury1900, bookdecade1900, bookpublishernewyorkmcgrawhillp
